topic Re: Deactivated in Get Support

Deactivated

Auburnontario — Thu, 12 Jan 2023 01:23:55 GMT

Our account has been deactivated because we have a new credit card number that was not given to you. Can not get into our account now all we want to do is give you our new credit card number. We just received notification today that there was a problem . Would like answers !!!!!!!!!!!!!

Re: Deactivated

HALIMACS — Thu, 12 Jan 2023 01:25:56 GMT

@Auburnontario

First, try clearing system cache and cookies and open incognito tab and try logging in again.

Re: Deactivated

Handy1 — Thu, 12 Jan 2023 01:26:08 GMT

@Auburnontario @If you know you PIN number you *611 to reactivate or get a voucher and no pin needed for *611 and make payment also try loggin in incognito mode there are cache issues when trying to sign into pm

Re: Deactivated

softech — Thu, 12 Jan 2023 01:26:19 GMT

@Auburnontario you will need to try to Reset Password using the link there

if that does not work, open ticket with PM support

1. Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗"

2. if you have problem with Chatbot: 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: Deactivated

dabr — Thu, 12 Jan 2023 01:29:34 GMT

@Auburnontario Log into your account using incognito/private mode on browser and then you can update your payment card info by selecting Payments (left side) and then Manage My Payment Methods (I think).

If you need to make a payment urgently and get your account reactivated, then purchase a voucher from SDM, 7/11, London Drugs or Shell and load by dialing 611 on your phone or there's muskbird.com. This gives you more time to update the payment card.

edit: I should add you can reactivate the account by paying as long as it's not been suspended without payment for 90 days in which case the account and number would both be lost.

Re: Deactivated

darlicious — Thu, 12 Jan 2023 01:38:45 GMT

@Auburnontario

The easiest way to recieve the 2FA verification code if you cannot recieve it via your email is to reactivate using a voucher via 611 or calling 1 855 4PUBLIC and enter the 10 digit phone number. Press (1) and (1) again and then enter the 12 digit voucher pin #.

Edit:

After reactivating you can get the 2FA verification code sent to your phone via SMS text.

More info on vouchers and other alternative methods of payment including how to order from muskbird.com can be found here....

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: Deactivated

Auburnontario — Thu, 12 Jan 2023 01:39:36 GMT

I am not very good on the computer !! We push *611 into our phone and gave our pin number did not recognized are pin number , we are at our last nerve with this please can you offer any other advice !!

Re: Deactivated

Handy1 — Thu, 12 Jan 2023 01:45:03 GMT

@Auburnontario @Just to get a voucher and *611 you won’t need the PIN number with this method and if all else fails contact support

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Re: Deactivated

esjliv — Thu, 12 Jan 2023 01:46:02 GMT

@Auburnontario please know we are all customers and members like you here on the forum, we have no access to your account.

If you had working services before and something was changed with your card so payment would not go through, you will need to get the card updated and make a manual payment, then you should be able to reactivate services.

Others have provided work-arounds or methods to contact public mobile customer representatives above, if you would like to go that route.

Re: Deactivated

islandometepe55 — Thu, 12 Jan 2023 02:21:38 GMT

By mistake cancelled

Re: Deactivated

HALIMACS — Thu, 12 Jan 2023 02:26:27 GMT

@Auburnontario

If you can make it to one of the stores below, purchase a Public Mobile payment voucher equal to or greater than your plan amount, then call 611 from your device, and follow the prompts to make the voucher payment.

That will, at least, get your service going.

In the meantime, you can contact the Customer Support Agents to have them assist you regaining access to your self-serve accounts.