topic Re: Reactivate My Account in Get Support

Reactivate My Account

Marlene77 — Mon, 14 Feb 2022 18:27:29 GMT

Good Afternoon, hope all is well.😊 I would like to top up my account. Can you kindly assist me? ❤

Re: Reactivate My Account

VIP_Tech — Mon, 14 Feb 2022 18:29:43 GMT

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

Log In to Self-Serve,
Click on Payment
Make a Payment
Payment Type: select ( Amount Due )
Click ‘Submit’,
after payment successful, Reboot device.

Re: Reactivate My Account

VIP_Tech — Mon, 14 Feb 2022 18:32:49 GMT

@Marlene77

also review Top Up your Account (publicmobile.ca)

Pay for your services through *611 (publicmobile.ca)

Re: Reactivate My Account

softech — Mon, 14 Feb 2022 18:34:46 GMT

@Marlene77 you can still login to My Account?

and the account status is showing Suspended?

Please to go the Payment Tab, One Time payment (https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/)

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

then select "Other (Enter the desired payment amount)" and manually enter your plan amount

once payment gone through, click "Reactivate current plan" if the button is there

then logoff from My Account and reboot the phone

Re: Reactivate My Account

BKNS27 — Mon, 14 Feb 2022 19:23:28 GMT

@Marlene77

Remember it is a 2 part step.
Pick the add-ons amount, pick the payment then submit.

Re: Reactivate My Account

computergeek541 — Tue, 15 Feb 2022 05:26:37 GMT

@BKNS27 wrote:
@Marlene77
Remember it is a 2 part step.
Pick the add-ons amount, pick the payment then submit.

In this situation, the customer isn't try to purchase an add-on but is rather trying to reactivate a suspended account.

Re: Reactivate My Account

Marlene77 — Tue, 15 Feb 2022 19:53:21 GMT

Good afternoon VIP_Tech, thank you for your response. I am unable to log into my online account. I get the following message when try to log in or change password (

Your login failed. Please try again.) What should I do? Thank you so much

Re: Reactivate My Account

softech — Tue, 15 Feb 2022 19:57:14 GMT

@Marlene77

if you cannot login to My Account, first try to use Forgot Pasword (https://selfserve.publicmobile.ca/forgot-password/), enter the correct email address aad then answer the security question. I

If you cannot reset it that way, open a ticket with PM Support and they will help resetting for you

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Forgot Login Information ", click "Contact Us", click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Once you are back onto My Account, you can try what I suggested above for payment

Re: Reactivate My Account

VIP_Tech — Tue, 15 Feb 2022 19:58:03 GMT

Hi @Marlene77

How Reset your Self-Serve password (publicmobile.ca)

or get in touch with Customer Support Agent (publicmobile.ca)

will reset.

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)

Re: Reactivate My Account

Marlene77 — Tue, 15 Feb 2022 19:58:31 GMT

I tried all of your suggestions and still unable to log in, when I call the number it says Not in service. Thank you

Re: Reactivate My Account

VIP_Tech — Tue, 15 Feb 2022 20:00:54 GMT

@Marlene77

are you over 90 days of non-payment, your account will be permanently deactivated,

Re: Reactivate My Account

hTideGnow — Tue, 15 Feb 2022 20:02:59 GMT

HI @Marlene77 In your case, you can try to pay by *611 if you know your 4 digits PIN.

If you don't have the PIN, you will first get access back to your Self-Serve My Account , then make the payment there to reactivate the plan.

To open a ticket with PM CS Agent for resetting the login, Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

type: Forgot log in information
Click "Contact Us"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):

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