topic Re: Plan expired in Get Support

Plan expired

JimMcNabb — Thu, 06 Jan 2022 08:11:41 GMT

I have tried to reactivate an account with no luck. I have tried changing credit card info mand paying amount owed, but have a message of there is enough funds in account, but no service on phone.

Re: Plan expired

JK8 — Fri, 20 Aug 2021 00:30:06 GMT

@JimMcNabb wrote:
I have tried to reactivate an account with no luck. I have tried changing credit card info mand paying amount owed, but have a message of there is enough funds in account, but no service on phone.

If you have a cc on file go to the payment tab and choose other and pay the amount of the plan. If there is a reactivate button click that.

Re: Plan expired

darlicious — Fri, 20 Aug 2021 00:32:04 GMT

@JimMcNabb

When is your renewal? Tonight? Or last night? Are you positive you don't have service?

Re: Plan expired

Anonymous — Fri, 20 Aug 2021 00:33:14 GMT

@JimMcNabb

If you autopay failed or past your renewal,

Add Funds to your Plan Amount through Self Serve
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.
what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

Re: Plan expired

JimMcNabb — Fri, 20 Aug 2021 00:34:39 GMT

Plan expired July 30 no service on phone when calling number no texts incoming or outgoing. in good service area

Re: Plan expired

esjliv — Fri, 20 Aug 2021 00:37:10 GMT

@JimMcNabb wrote:
I have tried to reactivate an account with no luck. I have tried changing credit card info mand paying amount owed, but have a message of there is enough funds in account, but no service on phone.

@JimMcNabb try manually adding the amount by choosing the "other" option.

You can also try topping up with $1, then see if the RESUME/REACTIVATE option allows you to be ACTIVE again.

Sometimes listing your phone into lost/stolen, then reactivating seems to help too.

Re: Plan expired

Dunkman — Fri, 20 Aug 2021 00:38:02 GMT

@JimMcNabb wrote:
Plan expired July 30 no service on phone when calling number no texts incoming or outgoing. in good service area

@JimMcNabb

Try to manually load up funds equivalent or slightly higher to your plan's fee. That should restart your account.

The website can be finicky also. Clear cache, different web browser or incognito mode. Sometimes a different device may be helpful.

Re: Plan expired

darlicious — Fri, 20 Aug 2021 00:45:11 GMT

@JimMcNabb

Try this method...

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

Reboot your device.
Clear your browser, use secret/incognito mode in firefox, chrome or safari.
Choose replace card rather than remove card.
Copy your address from your billing statement.
Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
Do not put a space in the postal code. X0X0X0 not X0X 0X0.
USE ALL CAPS if necessary.
Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot

Re: Plan expired

JimMcNabb — Fri, 20 Aug 2021 01:05:51 GMT

No good

Re: Plan expired

JimMcNabb — Fri, 20 Aug 2021 01:07:42 GMT

I believe I will just move to a different carrier that will accept payment and supply service

Re: Plan expired

JK8 — Fri, 20 Aug 2021 01:08:21 GMT

@JimMcNabb wrote:
No good

In self service do you have enough funds in Available Funds to cover your plan?

Re: Plan expired

esjliv — Fri, 20 Aug 2021 01:09:38 GMT

@JimMcNabb

How long have you been in suspended status?

If over 90 days, you lost your account and phone number.

If within 90 days and this trouble shooting is ~~now~~ NOT working as CSA to look into it.

To contact the Public Mobile Customer Support Agent (CSA)_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 Customer Support Agents (CSA)

Re: Plan expired

darlicious — Fri, 20 Aug 2021 01:23:50 GMT

@JimMcNabb

If you have two failed attempts at payment you must wait one hour before you try again. On your next attempt go to the plans page and suspend your account via lost/stolen. Log out/in. Resume your service. Then attempt your payment by choosing other amount. Add $1 more than your plan amount. Confirm and submit. If it does not automatically renew your service go to lost/stolen again and suspend your service. Resume and you should have active service. Reboot your phone if necessary.

Your card has not expired has it? If so you need to update your card info.