topic Re: Account reactivation not working? in Get Support

Account reactivation not working?

AdrienneLuca — Wed, 05 Jan 2022 20:54:35 GMT

Attempting to reactivate after my account was suspended. I changed plans and it says I have enough in my balance and owe $0. But still says my plan has expired and my phone is still deactivated. Am I doing something wrong? How do I actually get it reactivated?

Re: Account reactivation not working?

computergeek541 — Wed, 16 Sep 2020 02:17:29 GMT

@AdrienneLuca wrote:
Attempting to reactivate after my account was suspended. I changed plans and it says I have enough in my balance and owe $0. But still says my plan has expired and my phone is still deactivated. Am I doing something wrong? How do I actually get it reactivated?

Try adding enough of a payment to cover the price of the old plan (if it was a higher priced plan).

Re: Account reactivation not working?

gpixel — Wed, 16 Sep 2020 02:18:54 GMT

@AdrienneLuca

if there is a reactivate button the press it.
remove the sim, turn off the phone, turn on the phone, and reinstall the sim

Re: Account reactivation not working?

AdrienneLuca — Wed, 16 Sep 2020 02:42:02 GMT

I pressed the reactivation button but it takes me to the payment page. Which tells me amount due is $0 so I don't know what I'm doing wrong.

Re: Account reactivation not working?

Dunkman — Wed, 16 Sep 2020 02:44:57 GMT

@AdrienneLuca wrote:
I pressed the reactivation button but it takes me to the payment page. Which tells me amount due is $0 so I don't know what I'm doing wrong.

@AdrienneLuca

Try to manually load funds into your account equivalent to your monthly plan fee.

Re: Account reactivation not working?

mm80 — Wed, 16 Sep 2020 02:45:22 GMT

@AdrienneLuca Is there an option to enter a manual payment amount? It should be possible as some members pay for months in advance.

Re: Account reactivation not working?

Lindawanihadie — Wed, 16 Sep 2020 09:55:25 GMT

I got my phone as a gift it ran out of minutes, I put to prepaid cards worth 50.00 and nothing

Re: Account reactivation not working?

gpixel — Wed, 16 Sep 2020 11:28:43 GMT

@Lindawanihadie did you enter it through 611? you need to purchase an add-on. call 611 and search for the $5/500min Canada wide add-on to reactive your mins.

you should try and register for a self serve account. to manage your services

https://selfserve.publicmobile.ca/self-registration/

Re: Account reactivation not working?

darlicious — Wed, 16 Sep 2020 12:26:33 GMT

@Lindawanihadie

You have to purchase a calling add on if you ran out of minutes on the $15 plan. Go to your overview page....my plan and add ons....click on plans and add ons....scroll down the page til you get to the add ons....look carefully but you probably want the $5/500min Canada wide calling add on....select it....scroll down....submit....it will give you the total $5+tax then submit again. Check your overview page at the bottom left for it to appear.

Be sure to clear your browser, open one tab only in secret/incognito mode in Firefox, chrome or safari. This will help prevent error messages when you make changes in your account.

Edit: oops! I just noticed we have two users needing help.... so the OP @AdrienneLuca please follow my advice below;

Use the lost/stolen feature.....click on it. Report phone lost. Log out. Wait one minute. Log in. Report phone found. Log out . Reboot phone. This should force the system to take your payment. Log back in if necessary and click on reactivate.

Re: Account reactivation not working?

AdrienneLuca — Wed, 16 Sep 2020 20:48:27 GMT

Can I talk to someone who works for the company rather than other mobile users? Is there a customer support number? Nothing is working and I am getting so many different answers. No offence but this is a bit ridiculous.

Re: Account reactivation not working?

Anonymous — Wed, 16 Sep 2020 20:53:06 GMT

@AdrienneLuca wrote:
Can I talk to someone who works for the company rather than other mobile users? Is there a customer support number? Nothing is working and I am getting so many different answers. No offence but this is a bit ridiculous.

There are many clever folks around here. Sometimes more right than the actual customer support people. Those customer support people are called the moderator_team. Click Get Help up top and then start a conversation with the stupid chatbot SIMon to make your way to submitting a ticket or sending a private message.

But lots of ideas for you to try already. This is more of a hands-on, self-serve kinda place after all.

Re: Account reactivation not working?

JoyLuck — Wed, 16 Sep 2020 20:54:21 GMT

@AdrienneLuca wrote:
Can I talk to someone who works for the company rather than other mobile users? Is there a customer support number? Nothing is working and I am getting so many different answers. No offence but this is a bit ridiculous.

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: Account reactivation not working?

kb_mv — Wed, 16 Sep 2020 20:55:51 GMT

@AdrienneLuca There is no phone number for Customer service. That in part keeps prices down. If you are just activating, on the main page click getting started tab. You will see a live chat box bottom right like in the picture below. It is live activation help. Give that a try.

Re: Account reactivation not working?

AdrienneLuca — Wed, 16 Sep 2020 21:13:51 GMT

This worked, as well as adding extra to cover my plan change. I apologize for my frustration. I was getting upset but I did not mean to insult or offend anyone. Thank you all for helping.

Re: Account reactivation not working?

darlicious — Wed, 16 Sep 2020 21:29:05 GMT

@AdrienneLuca

You haven't upset anyone....weve all had to learn how public mobile works and it's little quirks and glitches but you'll get the hang of it. Ask for help anytime were always happy to help!