topic Re: Reactivating my account in Get Support

Reactivating my account

KEMSmith — Mon, 18 Apr 2022 16:30:20 GMT

I was on auto pay but my credit card was fraudulently accessed from another source and subsequently cancelled. I am trying to register my new card but have not been successful. Can you help?

Re: Reactivating my account

dust2dust — Mon, 18 Apr 2022 16:33:31 GMT

Are you able to log in? Are your services working?

If so then make sure the address matches the credit card address. Don't include a space in the postal code. Maybe all caps.

Only try to enter twice per hour otherwise you might cause a fraud alert and get locked out.

Re: Reactivating my account

hTideGnow — Mon, 18 Apr 2022 16:35:54 GMT

HI @KEMSmith what error are you getting?

Don't try too many times, in case of Fraud lock

Try to use another browser or Incognito mode

Re: Reactivating my account

BKNS27 — Mon, 18 Apr 2022 16:37:03 GMT

@KEMSmith

Also, clear your cache, cookies and go incognito on your browser before inputting the new CC information.

Re: Reactivating my account

Meow — Mon, 18 Apr 2022 16:39:08 GMT

Enter CC info exactly as it appears on a statement. Do not include space in postal code. Do not include apartment # if any.

Try different browser but do not try too many times not to trigger fraud alert/lock.

If everything fails you will have to contact agent for assistance.

Re: Reactivating my account

popping — Mon, 18 Apr 2022 16:58:30 GMT

@KEMSmith

You can use PM voucher to add fund to your account to reactivate your account and get your phone working ASAP. Then, try to get your autopay working with the earlier posts on this thread.

Re: Reactivating my account

esjliv — Mon, 18 Apr 2022 19:00:53 GMT

@KEMSmith -

At the bottom, left corner of your "Payment" TAB you will see where to remove or update your credit card.

Where are you having the issue at?

If after following the suggestions and recommendations of other posters here in this thread, and you are still having issues, contact CSA for assistance.

Two ways to contact CSA:

1- Put in a ticket through SIMon Bot (usually faster method to get in contact with the Public Mobile Customer Support agents=CSA) by clicking here:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html

OR
2- Private message CSA here (slower method) by clicking here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437