topic Re: Account suspended in Get Support

Account suspended

Samcheng1025 — Tue, 02 Aug 2022 13:28:35 GMT

My account suspended due to outstanding payment. I have pre authorized payment. Why my account still be suspended.

Re: Account suspended

softech — Tue, 02 Aug 2022 13:30:37 GMT

@Samcheng1025 Yes, Pre-authorized payments could fail occasionally

Please login to My Account and make a manual payment

When you are at My Account, click the button Reactivate my plan, then follow the prompt to make a payment user the credit card on file.

Re: Account suspended

esjliv — Tue, 02 Aug 2022 13:38:58 GMT

@Samcheng1025

If Suspended status due to Autopay failure (or any other reason), you will need to make a manual payment (as already stated by @softech ).

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 or if this was a Autopay failure, I would submit a ticket to CSA to let them know.

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

Re: Account suspended

hairbag1 — Tue, 02 Aug 2022 13:43:15 GMT

Is your current plan about to renew ? Are your phones features still working ? If so, just ignore Suspend...your plan is starting the renewal process and looks ominous, but is ok as long as you have cc on file and set to Autopay.

If you're unable to call or text...something else has happened. Follow suggestion by previous forum member to start.

Re: Account suspended

Meow — Tue, 02 Aug 2022 13:53:04 GMT

How do you know your account is suspended?

Do you have service?

Re: Account suspended

softech — Tue, 02 Aug 2022 14:15:55 GMT

@Samcheng1025 I see you make another post about your issue, you have tried to make a manual payment yet? Please check my post from above

Re: Account suspended

BKNS27 — Tue, 02 Aug 2022 16:43:24 GMT

@Samcheng1025

When is your renewal date? There is a standard message to everyone on the day before your renewal that your account is Suspended or Expired but there is a fine print stating if you are on AutoPay or have sufficient funds to ignore the status.

Re: Account suspended

zanefeder — Tue, 02 Aug 2022 18:53:50 GMT

I had the same issue. Manual payment, etc. try again and again. Nothing. just a waste of time. I had the item in my checkout basket every time after selecting "reactive account" and it always says "amount available $25" and never bills me. Finally, the account was active again with no changes, just wasted time due to lost service and generating tickets etc.. but no explanation. This is terrible service. just terrible.

Re: Account suspended

zanefeder — Tue, 02 Aug 2022 18:54:58 GMT

Wow, that warning method from public is stupid. it was telling me that my account was suspended and I was on auto-pay and had valid credit card info etc.. It wasn't just a warning anymore. this is a failure.