topic Re: Cannot login to remove the pause in Get Support

Cannot login to remove the pause

ALL48 — Wed, 05 Jan 2022 20:47:35 GMT

Hello,

may be someone can give me an advice.

In July before going on vacation I paused the service for 90 days (the credit card expired and I did not update it at that time). Now I am trying to login to remove the pause and pay for the service but getting the error message:

LoginUnsuccessfulUser_LoginDisabled

I wonder why the login is disabled if I am still within 90 day period and how I am supposed to pay for the service now?

thanks!

Re: Cannot login to remove the pause

Dunkman — Sat, 17 Oct 2020 16:36:57 GMT

@ALL48

Website can be finicky. Try a different web browser. Clear cache or incognito mode. Chrome incognito seems to work well.

Re: Cannot login to remove the pause

JoyLuck — Sat, 17 Oct 2020 16:37:18 GMT

@ALL48

If you are within the 90 days and cannot log in contact a moderator.

Here’s when and how to contact the Moderator Team (Public Mobile representative):

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Cannot login to remove the pause

Gunner123 — Sat, 17 Oct 2020 16:38:21 GMT

@ALL48 wrote:
Hello,

may be someone can give me an advice.
In July before going on vacation I paused the service for 90 days (the credit card expired and I did not update it at that time). Now I am trying to login to remove the pause and pay for the service but getting the error message:

LoginUnsuccessfulUser_LoginDisabled

I wonder why the login is disabled if I am still within 90 day period and how I am supposed to pay for the service now?

thanks!

@ALL48 hi are you sure it's less than 90 days? sounds like your to late and your account is closed

Re: Cannot login to remove the pause

RossN — Sat, 17 Oct 2020 16:42:28 GMT

@ALL48 wrote:
Hello,

may be someone can give me an advice.
In July before going on vacation I paused the service for 90 days (the credit card expired and I did not update it at that time). Now I am trying to login to remove the pause and pay for the service but getting the error message:

LoginUnsuccessfulUser_LoginDisabled

I wonder why the login is disabled if I am still within 90 day period and how I am supposed to pay for the service now?

thanks!

@ALL48 hello what date in july was your account suspended?

Re: Cannot login to remove the pause

ALL48 — Sat, 17 Oct 2020 16:45:07 GMT

>>@ALL48 hello what date in july was your account suspended?

July 19. I cannot submit the ticket because public mobile require account verification - but I cannot login i.e. catch 22.

Re: Cannot login to remove the pause

Dunkman — Sat, 17 Oct 2020 16:50:18 GMT

@ALL48 wrote:
>>@ALL48 hello what date in july was your account suspended?

July 19. I cannot submit the ticket because public mobile require account verification - but I cannot login i.e. catch 22.

@ALL48

You can send a direct private message to moderator team

Send a private message to moderator through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Cannot login to remove the pause

totalUser — Sat, 17 Oct 2020 16:57:34 GMT

Both July and August have 31 days, I think you may have been one day late, you were supposed to make payment until 11.59 est yesterday

I'm so sorry

This is why it's a good idea to give it only 85 days

Try reaching out to mods

Tell them that you are trying to log in for couple of days it may work, but no guarantee

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

NwRe: Cannot login to remove the pause

ALL48 — Sat, 17 Oct 2020 16:58:53 GMT

not sure how to quote, but thanks you ALL for your help and the link, I just sent the message to the moderator.

On the other hand - may be I am wrong, may be the service is already deactivated.

I used the date calculator:

https://www.timeanddate.com

added 90 days to July 19th and ended up with Oct, 17th i.e. today.

So, today is my due date but not being able to login I cannot make a payment. All this is very unfortunate since I really don't want to lose the number.

On the other hand, may be this is a chance to switch from Public Mobile to something else since anyway the phone number is lost.

Re: NwRe: Cannot login to remove the pause

totalUser — Sat, 17 Oct 2020 17:07:07 GMT

@ALL48

The problem is that July 19th is the day 1 not the day 0. Once you get suspended you can still log in and see the due day they give last day and time

Again tell them you are trying for couple of days maybe it will work if it's even possible, they will try

And if you don't mind letting us know the outcome too so we know for the future users with the same issue, maybe it is still your last day and the system is just having a glitch and w let you in because of that.

Thank you

Re: NwRe: Cannot login to remove the pause

JoyLuck — Sat, 17 Oct 2020 17:03:02 GMT

@ALL48 wrote:
not sure how to quote, but thanks you ALL for your help and the link, I just sent the message to the moderator.

On the other hand - may be I am wrong, may be the service is already deactivated.
I used the date calculator:

https://www.timeanddate.com

added 90 days to July 19th and ended up with Oct, 17th i.e. today.
So, today is my due date but not being able to login I cannot make a payment. All this is very unfortunate since I really don't want to lose the number.
On the other hand, may be this is a chance to switch from Public Mobile to something else since anyway the phone number is lost.

Due date is in Easten Time and I believe the renewals are done very early in the morning. I am on the west coast and even though my renewal date is Oct 10, the renewal process starts the evening of Oct 9 due to the time difference.

Re: NwRe: Cannot login to remove the pause

Anonymous — Sat, 17 Oct 2020 17:24:23 GMT

@ALL48

What happens when you dial 611?

I'm betting your service just deactivated. It has been suggested time and again around here to reactivate day 85 or so. Not day 90. What if something glitches? What if your counting of 90 days is off? What if you thought (you didn't) it was 3 months and not just 90 days?

But yeah maybe for one day they could do something. Ask real nice like. 🙂

Re: Cannot login to remove the pause

computergeek541 — Sat, 17 Oct 2020 20:04:53 GMT

@ALL48 wrote:
In July before going on vacation I paused the service for 90 days (the credit card expired and I did not update it at that time). Now I am trying to login to remove the pause and pay for the service but getting the error message:

I strongly suspect that you waited too long. If that's the case, your account is gone. Sorry.

Re: NwRe: Cannot login to remove the pause

ALL48 — Sat, 17 Oct 2020 17:55:08 GMT

>What happens when you dial 611?

I am in Europe now and will be back to Canada at the begging of November. So I cannot call 611, I cannot receive from PM a verification code, I just need to be able to login into my account to make a payment if this is possible.

BTW, looking at the PM authorization/verificaion procedure I clearly see that it was not carefully thought through.

Just in case like that - service is blocked, phone is not working, login is disabled. But everything in PM starts from account verification and for that one needs a working login, a working phone number. Do you see a problem?

I don't understand why PM cannot use the email on the file to send some sort of answer to a security question. I think then it would not be any different from a situation when the user resets its password - it is done through email. But I cannot do that now too because I am getting the error message that the user is disabled i.e. PM does not want to send anything to the account owner's email address.

So, one way or another, there is definitely some room for improvement.

Yes, I will notify the forum about the result - so far there is none since mods want me to verify the ownership either by login into account or using the phone number. So, we are going in circles.

Re: NwRe: Cannot login to remove the pause

Anonymous — Sat, 17 Oct 2020 18:03:58 GMT

@ALL48

If you can dial a North American toll free number somehow then can you try 18554public?

Re: NwRe: Cannot login to remove the pause

ALL48 — Sat, 17 Oct 2020 19:05:58 GMT

The end: after going through authentication procedure (how many of you know their account number (probably 12 digit long number) or remember the date and amount of the last payment (in my case it was in April) or rate plan on the account) I was told that the account was deactivated today and nothing can be done.

So, it seems to me that deactivation happened in 89 days and not 90, plus the fact that PM did not bother to send an email warning me about coming deactivation ( but I got a lot of garbage like "Summer tips for staycations, sun safety and more: Public Mobile presents TELUS Talks Health"

"Want an easy way to access healthcare?"

"Make the most out of your summer with some helpful mindfulness and outdoor exercise tips: Public Mobile presents TELUS Talks Health"

- I did not ask for any of that)

makes me think that may be all this happened for the better and I need to switch to a different, more mature wireless provider.

Re: NwRe: Cannot login to remove the pause

Nezgar — Sat, 17 Oct 2020 19:36:06 GMT

Uh oh:

From and including: Sunday, July 19, 2020
To and including: Saturday, October 17, 2020

Result: 91 days

It is 91 days from the start date to the end date, end date included.

Re: NwRe: Cannot login to remove the pause

ALL48 — Sat, 17 Oct 2020 21:11:59 GMT

>> From and including: Sunday, July 19, 2020
>>To and including: Saturday, October 17, 2020

>>Result: 91 days

>>It is 91 days from the start date to the end date, end date included.

This is really convenient math to get 91 day. But how on earth one can know that "from and INCLUDING" and "to and INCLUDING". Is it written somewhere in plain English? Why not ""from and EXCLUDING" and and "to and EXCLUDING" + 12 hours to cover time difference/different time zones? And clearly state "by the end of the day GMT/UTC".

In my memory serves me well the only place where I get the info about 90 days was the forum. I carefully read several topics before departure, nobody mentioned those "INCLUDING" additions. Then how is it possible to know about all "INCLUDING business?

Re: NwRe: Cannot login to remove the pause

Nezgar — Sat, 17 Oct 2020 21:14:53 GMT

@ALL48 I'm not sure the actual math PM uses, but that's worst case. If you're at 88 or 89 you need to get ahold of the mods asap as previously suggested...

Re: NwRe: Cannot login to remove the pause

kb_mv — Sat, 17 Oct 2020 21:14:57 GMT

@ALL48 wrote:
In my memory serves me well the only place where I get the info about 90 days was the forum. I carefully read several topics before departure, nobody mentioned those "INCLUDING" additions. Then how is it possible to know about all "INCLUDING business?

@ALL48 You are right that it can be a bit confusing. As you say you carefully read several topics on this prior to departure you must have come across numerous people advising to do the renewal at day 85 or so just in case. Not much good to you now but maybe others reading this can benefit.