topic Re: Why doesn't the account reactivation work as directed? in Get Support

Why doesn't the account reactivation work as directed?

wildergarden — Wed, 05 Jan 2022 17:27:39 GMT

I am trying to figure out why my account will not reactivate after reviewing all the steps and following the instructions carefully. Here are the details:

I have a CC registered and autopay turned on
it was working fine
I lost phone so suspended account
last payment was mid-May
got new phone and SIM - tried to "reactivate"
clicked on "Reactivate your account" - it took me to the payment page
I selected amount due and use the credit card from drop down menus
"Submit" button remained dimmed (did not brighten to indicate ready)
Clicking on Submit does not do anything
Tried using Other Amount and entering in more than amount due - same
Tried choosing Use Voucher and typing in enough numbers to make the submit button respond - same

What is wrong and what do I have to do get it to reactivate?

Thanks

Re: Why doesn't the account reactivation work as directed?

mimmo — Wed, 15 Jul 2020 20:47:33 GMT

I dont recall hearing submit button not working.

try clearing browser cache, incognito mode etc..

if you can wait an hour that might help .

try calling 611 from phone if your cc is on account.

have you disabled lost stolen mode?

Re: Why doesn't the account reactivation work as directed?

dabr — Wed, 15 Jul 2020 20:53:56 GMT

@wildergarden wrote:
I am trying to figure out why my account will not reactivate after reviewing all the steps and following the instructions carefully. Here are the details:
I have a CC registered and autopay turned on
it was working fine
I lost phone so suspended account
last payment was mid-May
got new phone and SIM - tried to "reactivate"
clicked on "Reactivate your account" - it took me to the payment page
I selected amount due and use the credit card from drop down menus
"Submit" button remained dimmed (did not brighten to indicate ready)
Clicking on Submit does not do anything
Tried using Other Amount and entering in more than amount due - same
Tried choosing Use Voucher and typing in enough numbers to make the submit button respond - same
What is wrong and what do I have to do get it to reactivate?

Thanks

@wildergarden Seems like this has become an issue for quite a few today as others are also posting similar problems with autopay.

You'll need to submit a ticket to moderators via SIMon ? mark bottom right of this screen.

While you wait to hear back try clearing your cache/cookies and use a different browser with incognito/private mode enabled and then retry your making your manual payment. You can also dial 611 and make a payment using your registered CC or voucher.

I think @Alan_K and @Catherine_T should be flagged as this has become an issue for too many users here.

Edit: Sorry missed the part about lost/stolen has to be taken off again. Hopefully, that's all it is for you.

Re: Why doesn't the account reactivation work as directed?

gblackma — Wed, 15 Jul 2020 20:50:35 GMT

@wildergarden remove lost/ stolen and then try to reactivate your service.

Stay safe.

Re: Why doesn't the account reactivation work as directed?

popping — Wed, 15 Jul 2020 20:55:56 GMT

@wildergarden

Did you reported you phone lost/stolen using [Plan and Add-Ons] --> [Lost/Stolen Phone]?

If yes, you need to use the same link to report your phone found before clicking the reactivate your plan link to get your phone working.

You also need to the Change SIM card link to update your account to use your new SIM card.

Good luck.

Re: Why doesn't the account reactivation work as directed?

wildergarden — Wed, 15 Jul 2020 20:59:11 GMT

Good tip on the lost/stolen. Thanks - that was not at all obvious. And once I "resumed account" I could get the Submit on the payment page to light up.

And definitely some changes happening on my account. So progress.

BUT.... it said for a while that my "Plan was Expired". Now it says my plan is Active. However if I click Plan Details I get a 404 style page "

Oh no!
It looks like something went wrong, but don’t panic.

So while I have made progress, I am not the least convinced that all is restored to normal.

Re: Why doesn't the account reactivation work as directed?

dabr — Wed, 15 Jul 2020 21:02:05 GMT

@wildergarden wrote:
Good tip on the lost/stolen. Thanks - that was not at all obvious. And once I "resumed account" I could get the Submit on the payment page to light up.

And definitely some changes happening on my account. So progress.

BUT.... it said for a while that my "Plan was Expired". Now it says my plan is Active. However if I click Plan Details I get a 404 style page "

Oh no!
It looks like something went wrong, but don’t panic.

So while I have made progress, I am not the least convinced that all is restored to normal.

@wildergarden Try rebooting your phone.

Re: Why doesn't the account reactivation work as directed?

wildergarden — Wed, 15 Jul 2020 21:04:29 GMT

I'm on a desktop using Firefox. Never use the phone for account changes.

Re: Why doesn't the account reactivation work as directed?

dabr — Wed, 15 Jul 2020 21:06:44 GMT

@wildergarden wrote:
I'm on a desktop using Firefox. Never use the phone for account changes.

Have you tried incognito mode? Maybe reboot your computer too.

Re: Why doesn't the account reactivation work as directed?

wildergarden — Wed, 15 Jul 2020 21:09:12 GMT

I'm going to say that this particular issue is solved. Thanks to @dabr - and if after waiting a bit and/or rebooting things the phone is not working, I will come back with a different question and symptoms.

For now though, we did make progress. Thanks to everyone's superfast responses. It was my first time on the Community and I am impressed by how well that worked.

Re: Why doesn't the account reactivation work as directed?

mimmo — Wed, 15 Jul 2020 21:16:47 GMT

@wildergarden , if @dabr was the solution please give it to him, I noticed you gave me the solution.

Re: Why doesn't the account reactivation work as directed?

dabr — Wed, 15 Jul 2020 21:42:36 GMT

@mimmo wrote:
@wildergarden , if @dabr was the solution please give it to him, I noticed you gave me the solution.

@mimmo I believe OP got the right solution as I didn't notice until a second read that the lost/stolen feature may still be enabled on the account. So no need to change anything.

Re: Why doesn't the account reactivation work as directed?

wildergarden — Wed, 15 Jul 2020 22:07:00 GMT

Slight correction - it was @mimmo who responded first with the correct answer. I properly specified that account as providing the solution. @dabr was also helpful, no doubt at all.

Re: Why doesn't the account reactivation work as directed?

wildergarden — Wed, 15 Jul 2020 23:19:56 GMT

And finally the Plan Details is now starting to show something sensible again. So it was just a matter of waiting until the changes propagated through the system. Phone and account are back on their feet.

One note to Public Mobile product folks - the "Reactivate Account" link should offer a page with "turn off Lost/Stolen Phone" feature along side the Make Payment. That would have saved me lots of troubles. And I know its hard to catch and implement for every edge case. Just making sure you have the suggestion, if not already in your backlog