topic Re: Activate in Get Support

Activate

Dustintanner — Tue, 08 Feb 2022 00:14:21 GMT

WHY DID I REFER MY MOM JUST SO THAT HER PLAN WONT ACTIVATE OR EVEN WORK. She even put the amount owing and it wouldn’t activate we have topped up again and it doesn’t actually “top up” it sits in the account only collecting more money, WE NEED HELP

Re: Activate

HALIMACS — Tue, 08 Feb 2022 00:22:15 GMT

@Dustintanner

That's frustrating.

Try adding $1, then tap 'resume' or 'reactivate'. This sometimes helps.

If not, try tagging the service as lost/stolen in self-serve. Logout of the self-serve, then log back in and tag the service as 'found'. Then reboot device. This should work.

Re: Activate

HALIMACS — Tue, 08 Feb 2022 00:23:17 GMT

@Dustintanner

If the above items DO NOT work for you, try the Customer Support Agents (but i would recommend trying the above first as it works for most similar situations...)

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Activate

VIP_Tech — Tue, 08 Feb 2022 00:26:06 GMT

Hi @Dustintanner

close all Browser and clear cache and cookies,
and try open one Browser inPrivate mode,

is showing money at Available funds:$ ?

try Rebooting device..

Re: Activate

hTideGnow — Tue, 08 Feb 2022 00:30:00 GMT

HI @Dustintanner Any amount showing on Available Fund on My Account?

What is the Amount Due showing at the moment?

If Available Fund is $0 , then you can pay manually on My Account but use the "Other" there and enter the Plan Amount +$1

Or you can also use *611 to top up if you know the 4 digits pin

Re: Activate

darlicious — Tue, 08 Feb 2022 02:13:03 GMT

@Dustintanner

If the amount in the available funds equals or exceeds the plan amount then @HALIMACS first suggestion is how to force the payment system to reactivate the plan.

Go to the plans or usage page and click on the lost/stolen feature. Suspend your service. Log out/in. Resume your service. The service plan should then automatically reactivate. Log out and reboot if necessary.

You can also go to your payment history to confirm that the 30 DAY PLAN....$30 charge and the 100 MINUTE.....$5 or the 1GB+ AT 3G SPEED......$15+ charge with today's date has been debited from the account.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.