topic Re: Account disabled in Get Support

Account disabled

mariliab — Wed, 05 Jan 2022 22:21:20 GMT

Hi there,

I've been trying to login and my account has been disabled but I'm still using it.

I've just use as a messages with my mom so it's a simple account. I cannot access the self-serve anymore because I've missed some payments.

The number still working but how can I pay and keep using it and keep the same number.

Is there any help?

Re: Account disabled

RossN — Wed, 28 Oct 2020 22:56:51 GMT

@mariliab wrote:
Hi there,
I've been trying to login and my account has been disabled but I'm still using it.
I've just use as a messages with my mom so it's a simple account. I cannot access the self-serve anymore because I've missed some payments.
The number still working but how can I pay and keep using it and keep the same number.
Is there any help?

@mariliab hello has it been longer than 90 days suspended if so your account is pemanently closed sorry

Re: Account disabled

mariliab — Wed, 28 Oct 2020 23:00:05 GMT

THanks @RossN

Any idea how the number still working and if I order a new SIM can I keep my number?

Re: Account disabled

RossN — Wed, 28 Oct 2020 23:00:59 GMT

@mariliab wrote:
how the number still working and if I order a new SIM can I keep my number?

@mariliab hi your number is probably gone you will have to start anew with a new account and email

Re: Account disabled

esjliv — Wed, 28 Oct 2020 23:05:24 GMT

Hello @mariliab ,

When you say messaging...is this through imessages? Are the calling features working?

What does it say when you call 611 for account status?

If not, and you forgot the password for the SELF SERVE account, choose "Forgot my Password" to get you back into the account.

If you do not remember the email, you will need to contact the moderators to get you back into your SELF SERVE.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 - Click the bubble comment circle on the bottom right hand side of your screen to talk to SIMon the chat bot or link:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

2 - Contact the Moderator_Team via private message using this link:

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

IF over 90 days suspended/disabled than as @RossN posts, sorry, you lost the phone number. Try calling that phone number to see if it rings on your mom's phone or what the response is.

If the number is back into the "Phone Number" pool perhaps PM Moderators can see if it is available?

Re: Account disabled

mariliab — Wed, 28 Oct 2020 23:20:05 GMT

@esjliv thanks a lot!

Yes I've tried the "forgot password" and also I've waited one hour to login again before that.

I'm gonna contact the moderator in private to explain it all.

Thank you very much!

Re: Account disabled

geopublic — Thu, 29 Oct 2020 05:50:24 GMT

@mariliab if you missed 3 plan renewals then your account was closed and you will need too signup as a new client using a new sim card.