topic Re: Account suspended in Get Support

Account suspended

TNJ — Wed, 05 Jan 2022 21:31:03 GMT

My balance is not being applied and phone has been suspended

What do I do?

Re: Account suspended

kb_mv — Wed, 16 Dec 2020 23:05:29 GMT

@TNJ wrote:
My balance is not being applied and phone has been suspended
What do I do?

@TNJ Is the service still working? Is this your renewal day? If everything works and you are indeed renewing, ignore it, this is part of the renewal process. If your service doesn't work and your payment failed, Go in, add any necessary funds and then reactivate service. During the renewal process it goes from Active to Suspended to Expired and back to Active.

Re: Account suspended

HALIMACS — Wed, 16 Dec 2020 23:04:47 GMT

Hi @TNJ

Sound like you may have had an auto-pay failure. (presuming you're past the recent cycle and your phone service doesn't work...)

Make a manual payment sufficient to reinstate the service, then reactivate.

Re: Account suspended

TNJ — Wed, 16 Dec 2020 23:05:55 GMT

I’ve added $

balance is $36

and it’s still suspended

two days now

Re: Account suspended

kb_mv — Wed, 16 Dec 2020 23:07:10 GMT

@TNJ wrote:
I’ve added $
balance is $36
and it’s still suspended
two days now

@TNJ Did you select "reactivate" service? It isn't automatic, you need to do it.

Re: Account suspended

RosieR — Wed, 16 Dec 2020 23:06:40 GMT

@TNJ wrote:
My balance is not being applied and phone has been suspended
What do I do?

Hi @TNJ you mean there is Available Funds in your account and still your account got suspended? Then get in touch with a moderator to fix it for you.

If you meant you have a registered credit card and autopay failed. Then do a manual top up using your registered card or a voucher. Sometimes autopay fails. You can also pay by dialing 611.

Two ways to contact the moderators:

Faster way – Click the chat bubble at the bottom right of the page or click this link

https://widget.telus.tiia.ai/publicmobile/publicmobile.html , type “talk to human" >> "account-specific question" >> "no, I need a human now" >> Click here to submit a ticket!

Slower way – Send a private message to the Moderators_Team here. You have to be logged in to your Community account for the link to work.

It may take up to 48 hrs (hopefully less) to receive a reply from the moderators. Keep checking the envelope icon on top right for a number to pop up. That would be the moderator’s reply.

Happy Holidays! 🎄🎄🎄

Re: Account suspended

HALIMACS — Wed, 16 Dec 2020 23:07:09 GMT

@TNJ

It's a 2 step process.

add funds
reactivate account

Re: Account suspended

RosieR — Wed, 16 Dec 2020 23:08:46 GMT

@TNJ wrote:
I’ve added $
balance is $36
and it’s still suspended
two days now

go to your self serve account and click Reactivate.

Re: Account suspended

TNJ — Wed, 16 Dec 2020 23:09:05 GMT

I’ve always bought a PIN and loaded it. I’m not on auto pay

Re: Account suspended

kb_mv — Wed, 16 Dec 2020 23:11:37 GMT

@TNJ wrote:
I’ve always bought a PIN and loaded it. I’m not on auto pay

@TNJ You will need to open a ticket with the moderators. Click the chat bubble bottom right of screen to start or contact them via PM below:

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

Re: Account suspended

TNJ — Wed, 16 Dec 2020 23:11:41 GMT

Re: Account suspended

TNJ — Wed, 16 Dec 2020 23:13:48 GMT

I didn’t have a self serve account and when I try to create one it’s saying phone number is invalid.

it expired on the 14th and I added $ to it on the 15.
still no service

Re: Account suspended

kb_mv — Wed, 16 Dec 2020 23:14:37 GMT

@TNJ wrote:
I didn’t have a self serve account and when I try to create one it’s saying phone number is invalid.

it expired on the 14th and I added $ to it on the 15.
still no service

@TNJ Use the link below to contact a moderator:

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

Re: Account suspended

TNJ — Wed, 16 Dec 2020 23:14:51 GMT

Ok. Thanks

Re: Account suspended

TNJ — Wed, 16 Dec 2020 23:19:17 GMT

Thank you. I’ve sent message

Re: Account suspended

Luddite — Sat, 26 Dec 2020 21:29:51 GMT

@kb_mv wrote:
@TNJ wrote:
I’ve added $
balance is $36
and it’s still suspended
two days now
@TNJ Did you select "reactivate" service? It isn't automatic, you need to do it.

Anyone know for sure? SIMon says: "After your plan expires, all you need to do is top-up your balance to keep the current plan going".

Re: Account suspended

kb_mv — Sat, 26 Dec 2020 21:34:08 GMT

@Luddite wrote:
@kb_mv wrote:
@TNJ wrote:
I’ve added $
balance is $36
and it’s still suspended
two days now
@TNJ Did you select "reactivate" service? It isn't automatic, you need to do it.
Anyone know for sure? SIMon says: "After your plan expires, all you need to do is top-up your balance to keep the current plan going".

@Luddite Looking at my post now, I can't recall where I got that from. Hopefully I read it somewhere on here and didn't make it up!

Re: Account suspended

Luddite — Sat, 26 Dec 2020 21:43:03 GMT

@kb_mv wrote:
@Luddite wrote:
@kb_mv wrote:
@TNJ wrote:
I’ve added $
balance is $36
and it’s still suspended
two days now
@TNJ Did you select "reactivate" service? It isn't automatic, you need to do it.
Anyone know for sure? SIMon says: "After your plan expires, all you need to do is top-up your balance to keep the current plan going".
@Luddite Looking at my post now, I can't recall where I got that from. Hopefully I read it somewhere on here and didn't make it up!

@kb_mv I too have seen this suggested.

Re: Account suspended

Anonymous — Sat, 26 Dec 2020 21:52:56 GMT

I've never clicked the reactivate button on my "dormant" account. I add money and it just starts going.