topic Re: Reactivating an account in Get Support

Reactivating an account

ARainford1710 — Wed, 12 Apr 2023 16:49:41 GMT

My daughter's account somehow got 'deactivated" (although it says online that the 'deactivation date is / was July 2023). We have tried repeatedly to go online and pay the bill and insert new credit card information. All we keep getting is a response that says something to the effect: "Ooopss . Something went wrong. Try again later. We have now tried multiple times and using several different credit cards, but nothing is working. Can someone please help?

Re: Reactivating an account

hairbag1 — Wed, 12 Apr 2023 17:01:35 GMT

@ARainford1710

dial 611 from her phone ...what does it say about the account.

added..

she can pay by dialing 611 using credit card but she needs to know her 4 digit PM pin number.

Alternative...get payment vouchers at Shell gas and add them to her account, by dialing 611 from her phone.

Re: Reactivating an account

pmbc — Wed, 12 Apr 2023 16:54:24 GMT

@ARainford1710 You may have to create a new account. If account is deactivated you have 90 days to reactivate. So if it was deactivated Jul 2023, you're beyond the reactivation period. A new activation would require a new SIM as well. I'd recommend using a desktop browser and using incognito/in private browsing mode as that provides the best results if you're having trouble with the browser/site.

Re: Reactivating an account

Dunkman — Wed, 12 Apr 2023 16:55:43 GMT

@ARainford1710

The website is finicky.

Try a different web browser, clear cache or incognito mode.

Or try on a different device (PC or laptop).

Re: Reactivating an account

BKNS27 — Wed, 12 Apr 2023 16:57:20 GMT

@ARainford1710

Try clearing the cache and go incognito on your browser on a laptop or desktop computer. See if that works.

Re: Reactivating an account

hairbag1 — Wed, 12 Apr 2023 17:11:23 GMT

@pmbc wrote:
@ARainford1710 You may have to create a new account. If account is deactivated you have 90 days to reactivate. So if it was deactivated Jul 2023, you're beyond the reactivation period. A new activation would require a new SIM as well. I'd recommend using a desktop browser and using incognito/in private browsing mode as that provides the best results if you're having trouble with the browser/site.

The exact wording is important...in PM lingo "deactivated" means it's been closed for good. It sounds like her account is "Suspended" until regular plan is manually renewed OR it will deactivate in July 2023. As long as plan is renewed before then, they should be able to make the plan Active again.

Re: Reactivating an account

pmbc — Wed, 12 Apr 2023 17:24:57 GMT

@hairbag1 wrote:
@pmbc wrote:
@ARainford1710 You may have to create a new account. If account is deactivated you have 90 days to reactivate. So if it was deactivated Jul 2023, you're beyond the reactivation period. A new activation would require a new SIM as well. I'd recommend using a desktop browser and using incognito/in private browsing mode as that provides the best results if you're having trouble with the browser/site.
The exact wording is important...in PM lingo "deactivated" means it's been closed for good. It sounds like her account is "Suspended" until regular plan is manually renewed OR it will deactivate in July 2023. As long as plan is renewed before then, they should be able to make the plan Active again.

You're right, my bad. For some reason was thinking that was Jul 2022.