topic Re: Reactivate account in Get Support

Reactivate account

MW11 — Fri, 11 Mar 2022 17:41:06 GMT

I have enough money in the account and tried to reactivate it. The account will not reactivate though.

Re: Reactivate account

softech — Fri, 11 Mar 2022 18:24:49 GMT

@MW11 Login to My Account, do you see Available Fund = your plan amount?

If so, go to Payment Tab, one time payment and use the option "Other (Enter the desired payment amount)" and enter $1. Top up an extra one dollar and try to trigger the process

(if available fund only $0, then you don't have enough fund, do the same thing above but enter your plan amount)

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

Once payment ($1 extra or plan amount) is processed, check if the button "Reactivate current plan" still there, click on it if so,

then logoff my account and reboot your phone and you should be all good

Re: Reactivate account

esjliv — Sat, 12 Mar 2022 02:16:50 GMT

@MW11 wrote:
I have enough money in the account and tried to reactivate it. The account will not reactivate though.

@MW11 - so, my main question is....do you have all your services working?

If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So, if this is the case, ignore these messages on your SELF SERVE account.

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 Customer Support Agents (CSA) know.

Methods to contact the Customer Support Agents (CSA): https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent