topic Re: Unable to reactivate plan in Get Support

Unable to reactivate plan

Hu_2401 — Thu, 06 Jan 2022 08:05:41 GMT

Good morning. I missed my payment on the 30th of July and now I can't reactivate my plan because public mobile only let me top up $10. Does anyone know why and how can I fix this? Thank you very much

Re: Unable to reactivate plan

esjliv — Sat, 31 Jul 2021 12:50:09 GMT

@Hu_2401 wrote:
Good morning. I missed my payment on the 30th of July and now I can't reactivate my plan because public mobile only let me top up $10. Does anyone know why and how can I fix this? Thank you very much

Hello @Hu_2401

Do you have a card registered to your account? You should be able to select an amount in your Self Serve to pay.

If you have no services, and it is past your renewal, maybe your autopay failed?

Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.

If this was an Autopay failure, I would let the Moderators know. And, also ensure all rewards were or will be provided to you.

Methods to contact the Moderators: https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator123

Re: Unable to reactivate plan

Hu_2401 — Sat, 31 Jul 2021 13:01:59 GMT

I did not use autopay service and I cannot top-up past $10 therefore could not pay the plan.

Re: Unable to reactivate plan

esjliv — Sat, 31 Jul 2021 13:05:37 GMT

@Hu_2401 wrote:
I did not use autopay service and I cannot top-up past $10 therefore could not pay the plan.

@Hu_2401 so are you paying with vouchers?

You must top up, to at least, to the plan amount you want to activate to have services again.

See ways to pay here:

https://www.publicmobile.ca/en/bc/get-help/articles/voucher-payment-options

Re: Unable to reactivate plan

Hu_2401 — Sat, 31 Jul 2021 13:09:09 GMT

I cannot top up more than $10. I cannot go past $10, when I use the payment option, the amount due is $0.

Re: Unable to reactivate plan

esjliv — Sat, 31 Jul 2021 13:45:18 GMT

@Hu_2401 wrote:
I cannot top up more than $10. I cannot go past $10, when I use the payment option, the amount due is $0.

@Hu_2401

So, it doesn't sound like you owe anything, your account is kinda stuck?

Try these things:

1- Select the "Other..." option below, and add $1 to your account:

Then can you resume/activate?

2- Go into the Lost/Stolen section, and place your account into this status. Then go back and activate/resume it.

IF issue still persist, ask Moderators to help.

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

1 - Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: Unable to reactivate plan

Dunkman — Sat, 31 Jul 2021 13:19:22 GMT

@Hu_2401

Website can be finicky. Maybe try a different web browser, clear cache or incognito mode.

In self service account, you should be able to manually choose funds equivalent to what you need to restart plan. Is your credit card registered? Or using vouchers?

Re: Unable to reactivate plan

Hu_2401 — Sat, 31 Jul 2021 13:26:51 GMT

It shows me the current plan is at $10 and even though I changed it in the plan overview section, the issue still persists.

Re: Unable to reactivate plan

Hu_2401 — Sat, 31 Jul 2021 13:27:57 GMT

The website shows me the current plan is $10 and even though I changed it in the plan overview section, the issue persists.

Re: Unable to reactivate plan

Dunkman — Sat, 31 Jul 2021 13:36:43 GMT

@Hu_2401

So you are changing plans from $10 to higher price plan?

Here some more information about changing plans in suspended state:

https://productioncommunity.publicmobile.ca/t5/Announcements/Systems-Update-Ability-to-change-plan-while-in-suspend/m-p/282776#M19671

FYI: If you changed plans from $10 to higher plan, you will not be able to change back to the $10 plan. $10 plan is grandfathered and not available any more to new customers.

Re: Unable to reactivate plan

Anonymous — Sat, 31 Jul 2021 14:37:59 GMT

@Hu_2401 : You can choose a manual/custom amount to pay. What is the pay before date up top now? What is in your Available Funds? Are your services working anyway?