topic Re: My Account in Get Support

My Account

rossnelson — Thu, 29 Dec 2022 14:42:07 GMT

Received a text to say automatic payment not received on second account. Now I cannot access this number on my plan to update or check payment issue. It appears account is suspended, how do I re-activate??

Re: My Account

Handy1 — Thu, 29 Dec 2022 14:45:20 GMT

@rossnelson Try and login again incognito and clear browser cache / cookies if that dont work You will need to get a voucher and dail *611 and reactive your account that way

Re: My Account

darlicious — Thu, 29 Dec 2022 14:56:41 GMT

@rossnelson

Call 1 855 4PUBLIC and enter the 10 digit phone#. If you know tbe account pin# you can make a credit card payment. Otherwise you can pay with a voucher or an online instant top up at muskbird.com or RTP (real time payments) at Canadian Tire gas bars or Mobil/Esso stations for a $1 fee. More info on these types of payments....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-How-to-use-a-Voucher/td-p/846594

Re: My Account

rossnelson — Thu, 29 Dec 2022 15:38:09 GMT

I was able to top up my account using my phone. Will this re-activate the second account?

Re: My Account

Handy1 — Thu, 29 Dec 2022 15:47:52 GMT

If you know your pin as @darlicious has said yes I believe so , it’s a better option for ya then having to go get a voucher . With a voucher you also don’t have to remember then pin

Re: My Account

darlicious — Thu, 29 Dec 2022 15:47:32 GMT

@rossnelson

To top up an account other than your own then accessing the 611/IVR system by calling the 1 855 4PUBLIC and entering the 10 digit phone number will allow you to pay and reactivate it. (As per the methods in my previous post.)

Edit:

If by confirming the card on file in your account works and it's the same card on the other account and you know the pin# then yes you can use the toll free phone #.

Re: My Account

rossnelson — Thu, 29 Dec 2022 19:50:23 GMT

Did as you suggested, purchased voucher and was able to successfully apply on the other phone account. When will this account show back up on my profile so that I can change automatic billing profile

Re: My Account

softech — Thu, 29 Dec 2022 19:55:30 GMT

@rossnelson Usually account will change back to Active within 15 mins

So, wait 15 mins and Reboot your phone and test

Of course, you can also login to My Account and confirm. Please login My Account using Incognito mode to assure you got the correct updated info (without Incognito mode, you could be reading old cached page and have unnecessary confusion)

Re: My Account

darlicious — Fri, 06 Jan 2023 23:00:09 GMT

@rossnelson

For an account that you do not have access to the email I suggest you disable 2FA on the account's profile page so that you have access to the account in case it gets suspended again for some reason. It's also APITA to have to verify everytime you log in if you happen to like to monitor the accounts you manage on a regular basis.