topic Re: Account suspended - can’t reactivate despite credit balance in Get Support

Account suspended - can’t reactivate despite credit balance

samwise1867 — Tue, 09 May 2023 19:40:20 GMT

On a trip to the US I find out I essentially have a wifi only phone!. I’ve set up an auto payment and there is nothing wrong with the credit card. I’ve also logged into my account and it shows I have a balance (I’ve also topped up the account with more than is required for my monthly plan). What’s happening? When I attempt to reactivate the account I am able to successfully ‘check out’ that shows a deduction from my credit. But, no phone service and every time I log back in to my account over the course of the last 2 days it still shows the account is suspended. Again, what’s happening. Ticket submitted hours ago and no response.

Re: Account suspended - can’t reactivate despite credit balance

dust2dust — Tue, 09 May 2023 19:40:38 GMT

When did service stop? When did you add more money? There was a problem a couple days ago but most people got over it.

Re: Account suspended - can’t reactivate despite credit balance

esjliv — Tue, 09 May 2023 19:41:03 GMT

@samwise1867 - so there is nothing showing owing? Just adding funds doesn't do anything. And, sometimes autopay fails.

Did you manually reactivate the account?

Also, if you are in the USA you do require to purchase USA Roaming addons for services. Exception is incoming texts, they still may work without he addons.

Re: Account suspended - can’t reactivate despite credit balance

samwise1867 — Tue, 09 May 2023 19:41:55 GMT

Two days ago. I’ve tried incognito. The top up was two days ago. Also, my regular cycle is a charge on the 13th of the month. But this all started on the 7th

Re: Account suspended - can’t reactivate despite credit balance

samwise1867 — Tue, 09 May 2023 19:50:00 GMT

I have the US add-ons. There is an item in my cart that keeps reappearing. I ‘checkout’ and get a receipt showing the deduction from my credit. When I login again (trying incognito) I have the item - my plan - back in the cart.

Re: Account suspended - can’t reactivate despite credit balance

dust2dust — Tue, 09 May 2023 19:46:52 GMT

What plan are you on? What do you have for balance?

Have you started the contact support?

Re: Account suspended - can’t reactivate despite credit balance

softech — Tue, 09 May 2023 19:48:40 GMT

@samwise1867 wrote:
Two days ago. I’ve tried incognito. The top up was two days ago. Also, my regular cycle is a charge on the 13th of the month. But this all started on the 7th

@samwise1867 PM cycle date will change as PM is running on 30 days cycle and not monthly

So, it is still showing suspended if you login using Incognito mode?

did you try calling *611 from your phone or 1.855.4PUBLIC from another phone? does it telling you the account status is suspended as well? if so, and if you know the 4 digits PIN, try to make a payment there and see if it reactivate the account

Re: Account suspended - can’t reactivate despite credit balance

samwise1867 — Tue, 09 May 2023 19:50:42 GMT

I’ve done this several times waiting for the 30 minutes…

Re: Account suspended - can’t reactivate despite credit balance

samwise1867 — Tue, 09 May 2023 19:53:03 GMT

I contacted support 6 hours ago. I was just hoping for some help while I wait the possible 24 hours for a response.

Re: Account suspended - can’t reactivate despite credit balance

samwise1867 — Tue, 09 May 2023 19:53:38 GMT

See reply to other thread with screenshots of the plan and balance.

Re: Account suspended - can’t reactivate despite credit balance

samwise1867 — Tue, 09 May 2023 19:55:37 GMT

the 13th of last month to the 7th of this month is less than 30 days? Thanks for the numbers to try. I’ll be guessing at the PIN at this point…..

Re: Account suspended - can’t reactivate despite credit balance

softech — Tue, 09 May 2023 19:56:40 GMT

@samwise1867 wrote:
I contacted support 6 hours ago. I was just hoping for some help while I wait the possible 24 hours for a response.

@samwise1867 usually won't be 24 hours wait.

Please message support again for status update:

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: Account suspended - can’t reactivate despite credit balance

dust2dust — Tue, 09 May 2023 19:56:55 GMT

So that's the $50 plan? And you have a $50 balance?

Go into payments and make a manual payment of $1. That might make it go.

It's odd that it keeps reappearing in the cart though. Is your credit card getting multiple charges?

Re: Account suspended - can’t reactivate despite credit balance

samwise1867 — Tue, 09 May 2023 19:59:49 GMT

Sooooo, the message on the account via phone is that it is suspended. When I try to top up, it says I have $0 owing. Sigh. Any more tips?

Re: Account suspended - can’t reactivate despite credit balance

softech — Tue, 09 May 2023 20:02:07 GMT

@samwise1867 wrote:

@samwise1867 you still not getting the updated information.

A deactivation date of August 05 would mean a Suspension date of April 7th. So, this is info from last month (unless you didn't renewal on April 7th)

But if you have been using the service until 2 days ago, then somehow the My Account still now showing you the correct information.

It usually does not take 24 hours for support to get back to you , just message them for update

Re: Account suspended - can’t reactivate despite credit balance

dust2dust — Tue, 09 May 2023 20:04:55 GMT

May 7. 90 days to Aug 5.

Apr 7 might have been the last payment/renewal. Not sure where the 13th came from.

Re: Account suspended - can’t reactivate despite credit balance

samwise1867 — Tue, 09 May 2023 20:08:28 GMT

Thanks for replying so quickly. They took a payment from my card on April 13 and it shows in MyAccount payment history. I just tried adding another $1 to the account. I’m going to take a break for an hour to see if anything updates…. This is exhausting! I’ll also follow up with the ticket. Thanks again - to all!!

Re: Account suspended - can’t reactivate despite credit balance

softech — Tue, 09 May 2023 20:11:47 GMT

@samwise1867 if you have time, provide us the Payment history since April 7 and maybe we can make sense of the whole transaction. (Again, please use Incognito mode ..)

Also, do you have any Available fund showing up on your account?

Re: Account suspended - can’t reactivate despite credit balance

esjliv — Tue, 09 May 2023 20:12:26 GMT

@samwise1867 what happens when you click the REACTIVATE MY ACCOUNT button? Does it just loop you back to make a payment or do you receive an error message?

Re: Account suspended - can’t reactivate despite credit balance

dust2dust — Tue, 09 May 2023 20:16:41 GMT

He's taking a break. But the payment on the 13th is a puzzler. And then the renewal popping back into the cart. I would have gone to chargeback but he's able to login to the account so it can't be that.