topic Re: Disabled account in Get Support

Disabled account

DD1 — Thu, 07 Apr 2022 05:53:37 GMT

I was in the US for a while and was not using my account or phone.
my bill is paid but my account is disabled.

How do i get this fixed?

Re: Disabled account

dust2dust — Thu, 07 Apr 2022 05:56:31 GMT

When did you last pay? Are you back? Can you call or text? Can you dial 1-855-4pu-blic and enter your number and hear what any recording has to say?

Re: Disabled account

BKNS27 — Thu, 07 Apr 2022 07:44:55 GMT

@DD1

Were you on AutoPay while you were out of town?

There was an AutoPay glitch on April 1.

If this is the case, you will need to have an CS_Agent straighten this out for you.

When you say your account was disabled...does that mean you can't login?

Try clearing your cache and cookies then try login in incognito.

Re: Disabled account

JL9 — Thu, 07 Apr 2022 12:17:44 GMT

How long were you in the US, it could be one of a few different things, so the more info will help the community get you an accurate resolution

Re: Disabled account

Yummy — Thu, 07 Apr 2022 12:34:39 GMT

What do you mean 'account disabled'?

Can you log in into your self-serving account?

Do you have service at all?

Are you positive your Plan was paid in full month by month while you were away?

Re: Disabled account

esjliv — Fri, 08 Apr 2022 03:18:18 GMT

@DD1 - if your self serve account here: https://selfserve.publicmobile.ca/ is saying disabled and you have no services, then you will need to make a manual top up payment. Then resume/reactivate your service.

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

If you are unable to log into your account due to being disabled/suspended and it has been over 90 days like this, then your account is closed and phone number is gone.

But you said your 'bill is paid'; so when was that paid exactly?