topic Re: Please Help! in Get Support

Please Help!

Tahmina_hashem — Sun, 04 Dec 2022 23:31:34 GMT

why am I unable to reactivate my account? My credit card details remains same. My card does not expire until next year. It keeps on saying, “oops something went wrong” preauthorized payment is active. I don’t want to change from public mobile but this is inconvenient

Re: Please Help!

will13am — Sun, 04 Dec 2022 23:33:40 GMT

@Tahmina_hashem , try again using incognito mode on the browser when accessing the self serve account.

Re: Please Help!

statusquo — Sun, 04 Dec 2022 23:34:59 GMT

I keep reading posts saying to clear cookies. I use incognito mode on my browser and usually have no problems. Some browsers also use private mode which loads a clean browser without previous browsing information causing problems.

Re: Please Help!

Yummy — Sun, 04 Dec 2022 23:37:20 GMT

Public Mobile has web page cache issue so you might be looking at obsolete status. Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Re: Please Help!

Quigley — Sun, 04 Dec 2022 23:38:31 GMT

@Tahmina_hashem

Yes, the website is funny that way.

Try again but logging into your account using a browser in incognito or private mode and try again.

You'll have better success doing it that way first.

Re: Please Help!

Tahmina_hashem — Mon, 05 Dec 2022 00:22:23 GMT

it is not working. I am using private mode browser on my phone. Same response.

Re: Please Help!

Tahmina_hashem — Mon, 05 Dec 2022 00:23:40 GMT

thank you for replying to my cry for help. Is there any public mobile store in Mississauga? Or how can I connect with a customer service person?

Re: Please Help!

Tahmina_hashem — Mon, 05 Dec 2022 00:24:24 GMT

thank you. But still not working

Re: Please Help!

softech — Mon, 05 Dec 2022 00:29:11 GMT

@Tahmina_hashem trying to pay by using *611. But you will need to use the 4 digits PIN

if you have forgotten the 4 digits PIN , then use My Account to reset it first.. Go to Profile page and you can reset the 4 digits pin

https://selfserve.publicmobile.ca/en/account/my-profile/edit/security-information

Re: Please Help!

Tahmina_hashem — Mon, 05 Dec 2022 00:30:53 GMT

these areas on my account are all grey as I cannot pay my bill.

Re: Please Help!

softech — Mon, 05 Dec 2022 00:34:07 GMT

@Tahmina_hashem wrote:
these areas on my account are all grey as I cannot pay my bill.

@Tahmina_hashem that's why trying using *611.

You might want to try different browser

First, try to reset the 4 digits PIN if you don't remember it

then wait 5 mins, dial *611 to pay

if that does not work, then PM support is your friend:

1. For faster response (2-48 hours), use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Private message to the CS Agent: 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 to you there

Re: Please Help!

dabr — Mon, 05 Dec 2022 00:37:02 GMT

@Tahmina_hashem If the account is suspended then you won't be able access some functions in self serve. Are you able to purchase a voucher from SDM, 7/11, London Drugs or Shell? Then you can load the funds by dialing 611 on your phone (no PIN needed). There's also recharge.com who will email the voucher PIN for a fee.

Re: Please Help!

popping — Mon, 05 Dec 2022 01:32:56 GMT

@Tahmina_hashem

After trying to add fund too many tries, PM server will lock your account for 1 hour. Try to add fund later tonight or tomorrow.