topic Phone plan deactivated before the 90 day mark in Get Support

Phone plan deactivated before the 90 day mark

wenfei — Thu, 14 Jul 2022 17:05:30 GMT

Hi! I am currently travelling so I let my phone plan go into suspension mode. I last paid on April 13th for a month, which means my plan would have expired May 13th. If I have a 90 day suspension period then my account should still be available right now (July 14th) but I can’t log in and there is “no account with that email”

what do I do? Thanks

Re: Phone plan deactivated before the 90 day mark

Yummy — Thu, 14 Jul 2022 17:10:23 GMT

Actually as per my calculation 90th day is on 2022.07.12 so you did miss renewal window for 1 day.

Re: Phone plan deactivated before the 90 day mark

dust2dust — Thu, 14 Jul 2022 17:12:41 GMT

Can you dial a North American toll-free number where you are? Try 1-855-4pu-blic and enter your number and see what it has to say.

It's also a new account system that just rolled out yesterday. Maybe try a different device or browser or use incognito mode or clear cache/cookies.

Re: Phone plan deactivated before the 90 day mark

wenfei — Thu, 14 Jul 2022 17:14:52 GMT

May 13 until June 13 is 31 days, June 13th to July 13th is 30 days …

Re: Phone plan deactivated before the 90 day mark

hTideGnow — Thu, 14 Jul 2022 17:15:37 GMT

HI @wenfei

Today is 62nd day from May 13

if you are certain you paid on April 13th, then yes, it is within the 90 days

Try calling 1-855-4PUBLIC and enter you phone number, see if they can find your number.

If not, still have hope, message PM CS Agent and ask:

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

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

Re: Phone plan deactivated before the 90 day mark

wenfei — Thu, 14 Jul 2022 17:22:14 GMT

Thank you so much! Yes, I think it’s the new system has been acting up. I was trying to access on my phone so maybe that is why. I am logged in now 🙂

Re: Phone plan deactivated before the 90 day mark

dabr — Thu, 14 Jul 2022 17:41:20 GMT

@wenfei The 90 day countdown starts from the date of suspension (plan didn't renew). You might want to set a reminder to pay several days ahead of the 90th day (84-86) to ensure that you don't miss that payment to keep the account active, especially if you'll still be out of the country by then.