topic Re: Phone plan will not reactivate in Get Support

Phone plan will not reactivate

ginette51 — Sat, 23 Apr 2022 12:19:21 GMT

Phone plan will not reactivate even though there are enough funds

Re: Phone plan will not reactivate

esjliv — Sat, 23 Apr 2022 12:59:06 GMT

Do you still have services? 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 still no service (still saying suspended) go into the lost/stolen feature in your SELF SERVE account and hit "Resume".

Reboot your phone.

All okay now?

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

Re: Phone plan will not reactivate

Spudster — Sat, 23 Apr 2022 13:01:31 GMT

@ginette51

Under the payment tab, select the "other" payment type and add $1 to the account.

Then try tapping resume / reactivate

Re: Phone plan will not reactivate

JL9 — Sat, 23 Apr 2022 14:39:53 GMT

Was it suspended for awhile? And you are just reactivating now or was it just working and since the renewal it isn't? The autopay may have failed and you can take the steps above to rectify that.

Re: Phone plan will not reactivate

Meow — Sat, 23 Apr 2022 15:38:38 GMT

If it was suspended due to no payment and you just added some funds, Plan will not restart by itself. You have to manually restart it - clicking on resume/reactivate.