topic Re: renewing in Get Support

renewing

Tcummings — Thu, 06 Jan 2022 07:09:50 GMT

can anyone tell me why i try to renew my plan at 6 am today and said all was due for my 40 dollar plan was 10 dollars, which i addes and 6.5 hours later and i still have no service at all

Re: renewing

Anonymous — Mon, 22 Feb 2021 15:46:21 GMT

@Tcummings - Any chance you had an account balance and/or rewards totaling $30?

Re: renewing

kselmak — Mon, 22 Feb 2021 15:49:02 GMT

Can you restart your phone?

Can you check if the correct plan shoes in your plan section?

Can you add an extra dollar and then restart your phone again?

If that doesn't work or the wrong plan shows please contact moderators by sending private message to Moderator_Team

Re: renewing

RosieR — Mon, 22 Feb 2021 16:04:14 GMT

@Tcummings wrote:
can anyone tell me why i try to renew my plan at 6 am today and said all was due for my 40 dollar plan was 10 dollars, which i addes and 6.5 hours later and i still have no service at all

Hi @Tcummings log in you self serve account https://selfserve.publicmobile.ca/

Click Reactivate Current Plan. Log out. Before your log in again, clear your browsing history, cache and cookies on your device https://bit.ly/2AYhY2a

I hope this helps.

RosieR

Re: renewing

HALIMACS — Mon, 22 Feb 2021 16:04:38 GMT

@Tcummings wrote:
can anyone tell me why i try to renew my plan at 6 am today and said all was due for my 40 dollar plan was 10 dollars, which i addes and 6.5 hours later and i still have no service at all

You likely had $30 in available funds, meaning you would only need to add $10

Was there a "reactivate" button or feature showing in self-serve (if that's the method you made to top up the account).

If so, tap it.

Re: renewing

Tcummings — Mon, 22 Feb 2021 16:10:35 GMT

im not sure but don't beleive i did an all it requested to renew was 10 dollars. I did that and shows only 10 in my account and says nothing is due. but still no service

Re: renewing

Tcummings — Mon, 22 Feb 2021 16:11:33 GMT

restarted phone, still the same.

have contacted but says this could take 2 days for a reply.

Re: renewing

HALIMACS — Mon, 22 Feb 2021 16:15:52 GMT

@Tcummings

Please check the following, just to be sure this isn't a SIM card issue.

In your self service account, choose Change Sim Card.

Ensure the last 4 digits on the self-serve SIM number match your SIM card to ensure you have not been sim jacked.

If they do not match, while still on the self-serve account, put your phone in lost/stolen mode and change the password. Then check and secure all your financials.

From, there, contact a moderator, there are 2 methods:

Use the ticketing system - faster response time. Click on the bubble in the lower right corner and request moderator assistance, then select account-related issue, then select need a human now. Follow the prompts to submit a ticket.
Send a private message to the moderator through the following link here

Re: renewing

Anonymous — Mon, 22 Feb 2021 16:16:24 GMT

@Tcummings : Please review the post earlier from kselmak. We ask questions here to gather the evidence to help direct you to what you might need to do. Or suggest things have been known to kick start things around here.

Re: renewing

benfatto — Mon, 22 Feb 2021 17:10:53 GMT

@Tcummings While you wait to get this sorted, check out the TextNow app so you can at least call and text everyone as needed. Services are free over wifi.

Re: renewing

kselmak — Mon, 22 Feb 2021 17:55:40 GMT

@Tcummings

Usually they respond in two hours

Watch out for the private message (little envelope top right)

You should also check if the sim is correct, it happened before that somebody stole account by changing the subject number, see if last digits match

What happens when you dial 611

Re: renewing

TheGx — Tue, 23 Feb 2021 03:43:56 GMT

@Tcummings :Can you follow up on this thread you created and let everyone know if you got things figured out yet?