topic Re: Account locked in Get Support

Account locked

skullcrusher445 — Sat, 23 Jul 2022 00:08:54 GMT

Hello,

I am just looking to restarting my cell phone plan that I am currently on. I made the payment on my credit card that Public Mobile automatically takes payments out of for my plan.

Thank you very much, I greatly appreciate it. I am looking forward to my phone working again! Have a great rest of your day and have a great weekend!

Best regards,

Re: Account locked

hTideGnow — Fri, 22 Jul 2022 19:00:33 GMT

HI @skullcrusher445 Your subject line is "Account locked" but you said you made a payment, so, is the account ok now?

If you made a payment (either via *611 or via My Account), reboot your phone once and the service should resume.

Re: Account locked

Timer — Fri, 22 Jul 2022 19:11:31 GMT

@skullcrusher445

after 20 min use browser from computer, clear cache and cookies and use one page inPrivate mode,

tried reset password if your security question.

or contact to support team by CS_Agent to reset.

Re: Account locked

BKNS27 — Fri, 22 Jul 2022 21:11:51 GMT

@skullcrusher445

How did you get the 2FA sent to you?

Also, is your account suspended and need to reactivate before the 90 days?

Re: Account locked

esjliv — Sat, 23 Jul 2022 00:53:55 GMT

@skullcrusher445 - we are all customers and members like you here, and have no access to your account.

Does your account status say ACTIVE here: https://selfserve.publicmobile.ca/en/account/overview

or, when you call 611?

If ACTIVE, try removing and reinserting your sim card. Or, try to perform a reset of the device's network settings.

If still issues, try your sim into another working phone to see if services work.

If it is Suspended status, you will need to make a manual payment.

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment.

Or try

Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Log off your account. Log back in. Reboot your phone.

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent