topic Re: Reactivate a lost phone in Get Support

Reactivate a lost phone

tavioct — Sat, 09 Jul 2022 19:26:49 GMT

Hello

I used the PM portal to suspend my lost phone and now, after I found it, option is no longer available in the PM portal - some funny message saying "Oops something happened, please login again" and looping.

Any chance to get some help with unsuspending the phone/SIM/service?

Thank you

Re: Reactivate a lost phone

dabr — Sat, 09 Jul 2022 19:30:37 GMT

@tavioct Another customer is also having problems with their online account, so it's almost likely to be an issue with PM's website. I'd wait an hour or so before retrying. Make sure to clear browser cache/cookies and use incognito/privacy mode or another browser next time.

Once you have access to the account, you'll need Resume Service first before being able to make a payment/reactivate or use your phone again.

Re: Reactivate a lost phone

softech — Sat, 09 Jul 2022 19:39:22 GMT

@tavioct try on another browser or Incognito mode

Make sure you go back to Lost/Stolen section to click Resume service first

Re: Reactivate a lost phone

tavioct — Sat, 09 Jul 2022 20:01:52 GMT

Re: Reactivate a lost phone

tavioct — Sat, 09 Jul 2022 20:02:35 GMT

I tried, but got the Oops message...

Re: Reactivate a lost phone

softech — Sat, 09 Jul 2022 20:03:30 GMT

@tavioct very often it is a browser issue. Try Incognito mode, try clear cache and reboot, try another browser (Edge/Chromw/Firefox) or even try on another device

Re: Reactivate a lost phone

tavioct — Sat, 09 Jul 2022 20:08:16 GMT

Hello Dabr

Incognito Mode and another browser worked for getting access to Resume service page.

Thank you

Re: Reactivate a lost phone

softech — Sat, 09 Jul 2022 20:13:26 GMT

@tavioct yes, you can open ticket with PM support for help They can help to remove the current lost/Stolen status for you

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there