topic Re: I need help in Get Support

I need help

NathanB1 — Tue, 10 Jan 2023 17:52:06 GMT

Can I speak with someone real? I pay 45 but the account didn't take the money now I have no phone.

Re: I need help

Meow — Tue, 10 Jan 2023 17:54:00 GMT

If you just added money to your account, account might not reactivate automatically. Look at re-activate button.

To Contact CSA-agent; there are 2 methods:

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

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

Re: I need help

Handy1 — Tue, 10 Jan 2023 17:55:25 GMT

@NathanB1 @No one to talk to , everything done online , is the account active or suspended if active go to payment tab and update info/ make payment .. if suspended and you remember your pin # you can *611 to make a payment

Re: I need help

softech — Tue, 10 Jan 2023 17:55:07 GMT

@NathanB1 is the account still showing suspended?

do you see the $45 sitting as Available fund on My Account?

In the payment history on My Account, do you see it shows PM got the $45 ?. did it show PM used towards renewal?

If you see the $45 as Available Fund, if you see the button Reactivate my plan, try to click on it again

But if nothing works, and you need support to look into it , please open ticket using Chatbot

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:

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: I need help

walker1 — Tue, 10 Jan 2023 17:57:35 GMT

@NathanB1

From inside your account , click on the reactivate button .

Then restart your phone.

Re: I need help

HALIMACS — Tue, 10 Jan 2023 18:01:10 GMT

@NathanB1

If the funds were definitely paid, try the following:

Reboot your phone
Reset network connections
Toggle airplane mode on / off

Re: I need help

BKNS27 — Tue, 10 Jan 2023 18:02:45 GMT

@NathanB1

PM is an online service so the only form of communication is through chat or private messaging.

How did you pay on your account?
Did you use vouchers or did you login to your account paid with a CC or debit?

Just refresh your browser by clicking on the circular arrow and reboot your phone by powering it off then back on.

Re: I need help

NathanB1 — Tue, 10 Jan 2023 19:12:19 GMT

In my account when I go the balance ther is 45 dollars there. But the phone will not work. I can not get a hold of anyone to take the money and turn my account back on. And everything led me here should I go with a new provider ?

Re: I need help

hTideGnow — Tue, 10 Jan 2023 19:28:56 GMT

HI @NathanB1

You see the $45 there as Available Fund?

you can try to put the account to Lost/Stolen first , for 5 mins. Then log back into My Account to resume the service, that could trigger the plan renewal using the credit in the account

Or you can ask PM CS Agent to help

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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