topic Re: Account Suspended (And Non-Existent?) in Get Support

Account Suspended (And Non-Existent?)

tandjmarshall — Thu, 06 Jan 2022 08:19:46 GMT

Me and my Mom both got our phones hooked up at a Koodo stand, and the man set up the autopay there and said that if we needed to check our plans or anything, just log on here. For some reason, I can only see my moms information, and my profile does not exist. So, my Auto-pay obviously failed and my account is suspended, but I cannot put money onto MY phone because it only shows me her account. So, I topped up her phone bill instead of mine. How do I go about previewing my own profile? So I can pay my bill? I can’t call 611 and pay through there because there is no credit card hooked up through my account, because I can’t access it.

Re: Account Suspended (And Non-Existent?)

Anonymous — Wed, 08 Sep 2021 22:49:17 GMT

@tandjmarshall

how long you didn't pay !

For Reactivate A Suspended Plan

Missed a payment? After your plan expires, all you need to do is top-up your balance to keep the current plan going. You have up to 90 days to make a payment and, after doing so, your payment cycle will restart and your service will resume.After 90 days of non-payment, your account will be permanently deactivated, which means you will:

Lose access to your phone number, and won’t be able to transfer it to a new provider in the future.
Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

Re: Account Suspended (And Non-Existent?)

tandjmarshall — Wed, 08 Sep 2021 22:50:59 GMT

Its been 3 days. I can’t top up my account because my account does not exist, it only shows my Mom’s account, her phone number. I cannot access MY account for some reason, in order to top it up.

Re: Account Suspended (And Non-Existent?)

Anonymous — Wed, 08 Sep 2021 22:53:23 GMT

@tandjmarshall wrote:
Its been 3 days. I can’t top up my account because my account does not exist, it only shows my Mom’s account, her phone number. I cannot access MY account for some reason, in order to top it up.

@tandjmarshall

you can try to do Forgot your password Here link,

or Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
Check your private message inbox (click on the envelope top right of your screen)

Good Luck....

Re: Account Suspended (And Non-Existent?)

computergeek541 — Thu, 09 Sep 2021 03:00:13 GMT

@tandjmarshall wrote:
Me and my Mom both got our phones hooked up at a Koodo stand, and the man set up the autopay there and said that if we needed to check our plans or anything, just log on here. For some reason, I can only see my moms information, and my profile does not exist. So, my Auto-pay obviously failed and my account is suspended, but I cannot put money onto MY phone because it only shows me her account. So, I topped up her phone bill instead of mine. How do I go about previewing my own profile? So I can pay my bill? I can’t call 611 and pay through there because there is no credit card hooked up through my account, because I can’t access it.

I think that the person at the store may have accidently used the same e-mail address to set up both accounts even though the system isn't supposed to allow that. That will require the help of as CSA, as mentioned earlier.

I would consider purchasing a Public Mobile voucher from a retail store or online at a website such as recharge.com. The top-upvoucher can be added to your Public Mobile account through 611.