topic Reactivating locked account in Get Support

Reactivating locked account

nelsonp1936 — Wed, 13 Apr 2022 01:23:20 GMT

I have a new Simcard and $120 in vouchers. Please tell me how to proceed.

Re: Reactivating locked account

esjliv — Wed, 13 Apr 2022 01:25:53 GMT

@nelsonp1936 - log into self serve: https://selfserve.publicmobile.ca/Overview/

And load the vouchers under the payment TAB.

OR, try calling 611 from your device to load them.

OR, call # 1-855-478-2542 to access your account and load them this way.

Re: Reactivating locked account

JK8 — Wed, 13 Apr 2022 01:26:15 GMT

@nelsonp1936

Why is your account locked? Has it been more than 90 days since it was renewed? If yes, the account has been closed automatically.

Re: Reactivating locked account

esjliv — Wed, 13 Apr 2022 01:27:38 GMT

@nelsonp1936 - oh, hold on. Did you lose your old SIM card...? Why do you have a new SIM card?

Unless your account was suspended for more than 90 days, then you need to activate a new SIM and account.

OR, if you are only suspended within 90 days, and you did lose your old SIM, see "How To Change Your SIM Card" at the bottom of this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/sim-swap-fraud

Re: Reactivating locked account

hTideGnow — Wed, 13 Apr 2022 01:29:31 GMT

HI @nelsonp1936 You can try to load using *611 or via My Account?

Can you login to My Account? You talked about "reactivating locked account", do you meant reactivated suspended account or your cannot login to My Account as the account is locked? If account is locked because you cannot login for password problem, you will have t open a ticket with PM CS Agent to have them reset the password for you