topic Re: Account suspended in Get Support

Account suspended

sharonschaler — Mon, 15 Aug 2022 16:46:06 GMT

Why is my account suspended? I am set up for automatic monthly payments.

Re: Account suspended

MrSpock — Mon, 15 Aug 2022 16:49:44 GMT

@sharonschaler Hi sometimes auto pay fails go into your account look for a reactivate button press it and then if funds are in your account that should work or you may have to make a manual payment then reboot your phone

Re: Account suspended

dust2dust — Mon, 15 Aug 2022 16:50:40 GMT

Sometimes autopay fails. Are any services working? If not then you'll need to make a manual payment. Is your card still valid?

Re: Account suspended

sharonschaler — Mon, 15 Aug 2022 17:00:20 GMT

It is not allowing me to reactivate. It keeps saying opps something went wrong please try again later. I have funds in the account and have had funds in the account the whole time. I need to get reactivated now. please.

Re: Account suspended

sharonschaler — Mon, 15 Aug 2022 17:01:42 GMT

How do I make a manual payment and I want it set up auto monthly, why did that change?

Re: Account suspended

sharonschaler — Mon, 15 Aug 2022 17:02:17 GMT

Yes my visa debit card is valid.

Re: Account suspended

sharonschaler — Mon, 15 Aug 2022 17:03:14 GMT

No my phone services are not working! I am very upset! This should never have happened!

Re: Account suspended

sharonschaler — Mon, 15 Aug 2022 17:06:39 GMT

And when I call *611 it will not accept my pin number and it hung up on me!

Re: Account suspended

dust2dust — Mon, 15 Aug 2022 17:07:06 GMT

In all your years, technology has never failed you?

Are you trying to make a payment using your phone browser? Try a desktop browser.

If you know your 4 digit account pin (which you can reset in the account) you can use 611 to make a payment. You can also buy vouchers and use 611 without the account pin or the account login. You can also use real time payments in some stores to make a payment.

Re: Account suspended

MrSpock — Mon, 15 Aug 2022 17:09:18 GMT

@sharonschaler Hello you may have to delete your cache and cookies or use a different browser in incognito mode then reboot your computer or device and go back in and try again you can also update your pin

Re: Account suspended

sharonschaler — Mon, 15 Aug 2022 17:11:04 GMT

I am so angry! Call *611 would not accept my pin, hung up on me. so I tried again, got a person on the phone, they hung up on me,. so I tried again, and it would not accept my pin!

Re: Account suspended

dust2dust — Mon, 15 Aug 2022 17:18:49 GMT

You got a person on 611?!

Are you certain of your 4 digit account pin?

You could also try 1-855-4pu-blic and see how far you get.

Re: Account suspended

sharonschaler — Mon, 15 Aug 2022 17:27:40 GMT

It will not let me change my pin in my account, it is greyed out!

Re: Account suspended

sharonschaler — Mon, 15 Aug 2022 17:29:04 GMT

I deleted my cache, I have rebooted, and it is still not working!

Re: Account suspended

hTideGnow — Mon, 15 Aug 2022 17:30:17 GMT

HI@sharonschaler and you tried Incognito mode?

Not sure why it does not allow you to change it. But I guess it is time to open ticket with PM CS Agent and have them check

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

First type: "Reset PIN"
Then Click "Contact Us"
Finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

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

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):

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

Re: Account suspended

dust2dust — Mon, 15 Aug 2022 17:40:49 GMT

Oh that may have been incorrect of me to say. When the account is suspended some features are not possible. Maybe that's one of them.

Since you're able to log in, can you buy a voucher from recharge.com (or go out and find one in a store) and enter it to pay.

And again, are you doing this on a desktop browser or mobile?

Re: Account suspended

sharonschaler — Mon, 15 Aug 2022 18:27:16 GMT

Thank you this is good help! I was able to reactivate using a different cc .

Re: Account suspended

sharonschaler — Mon, 15 Aug 2022 18:28:55 GMT

Not sure if you received my last message, but it was a thank you and was telling the reason was due to an expired date on a card that actually hadn't expired yet, but had been activated on the new expiry date...very complicated, very frustrating. I again thank you for your patience, help and time.

Re: Account suspended

dust2dust — Mon, 15 Aug 2022 18:32:46 GMT

Glad my hint of a valid card may have got you going in the right direction.

Re: Account suspended

Luddite — Thu, 25 Aug 2022 19:12:56 GMT

@dust2dust My recent experience with a Suspended account:

cannot view or update anything in Profile except 2FA; particularly Password
changing credit card is allowed BUT automatically activates Autopay
Rewards can be viewed but not spent
Lost/Stolen and Change SIM not accessible
can view but not edit Account info