topic Re: Account not working and I cannot login in Get Support

Account not working and I cannot login

Jeninja — Mon, 26 Jun 2023 18:11:56 GMT

My account stopped working. I cannot login to see if there is an issue on my account becuase it wants to send a text to my phone but my line is not working. It worked yesterday. When I try to call from another line it says "your plan does not include a uS roaming add-on" ...but I'm in Ontario, Canada.

Re: Account not working and I cannot login

dust2dust — Mon, 26 Jun 2023 18:13:17 GMT

Can you call 611 and listen to the recording. It sounds like your account is suspended.

Re: Account not working and I cannot login

Handy1 — Mon, 26 Jun 2023 18:14:02 GMT

@Jeninja This is an indication you need to make payment . Do you remember the 4 digit PIN code on your account you can 611 and see if the phone is active or suspended . With vouchers and 611 no PIN code needed

Re: Account not working and I cannot login

BKNS27 — Mon, 26 Jun 2023 18:19:36 GMT

@Jeninja

Your account is suspended because of nonpayment. Remember PM is on a 30 days cycle and not monthly cycle.

If you haven’t created a Eversafe ID then you can’t login to your account. You need to create an ID first. Click on Sign Up and enter your email and password so the email on this Community will be the same as your Account. Login to your account once ID is created.

If that didn’t work, you can purchase a voucher and dial 611 and enter the voucher number from these locations to activate your account:

Note that Walmart may not sell vouchers.

Re: Account not working and I cannot login

CS_Agent — Mon, 26 Jun 2023 18:23:28 GMT

Hello there, and thanks for visiting the public mobile community, they are very helpful.

In case you still need assistance, we kindly recommend double-checking your community inbox, in case one of our customer services representatives has already answer to your private message.

Have a great day : )

Public Mobile Team.

Re: Account not working and I cannot login

Jeninja — Mon, 26 Jun 2023 18:26:20 GMT

Thanks - I didn't know about calling 611. It says I need to make a payment but payments have been automatic on my card for a long time. My card didn't change and my card is active and don't have a high balance. I can't login to my account to see my "balance" or try another payment method because it wants to send me a text...... I can try to pay in the automated system on 611 but it doesn't say what I owe. I'm just worried if something else is wrong and my account has been compromised. Seems odd since I can't even login lol

Re: Account not working and I cannot login

Jeninja — Mon, 26 Jun 2023 18:30:56 GMT

Thanks. The payment has been automatic for 4 years so I don't know why a payment didn't go through. My card looks fine. I guess I'll go get a voucher and pay on 611 and hope I can get back in.

Thanks for your help.

Re: Account not working and I cannot login

BKNS27 — Mon, 26 Jun 2023 18:33:50 GMT

@Jeninja

You still need to create a Eversafe ID if you haven’t done so. It is a new thing for all members accessing their account online or the PM app.

Re: Account not working and I cannot login

dust2dust — Mon, 26 Jun 2023 18:52:57 GMT

Press * to get to the main menu and then 4 to hear your balance. Then you know how much you have and then how much to pay the plan.

Adding - if you know your 4 digit account pin then you can press 1 and then 2 and enter your pin and then you'll hear your amount due.

Re: Account not working and I cannot login

esjliv — Mon, 26 Jun 2023 18:50:10 GMT

@Jeninja - this message should not happen. With other customers that received this it was fixed when they submitted a ticket with CSA.

I believe a CSA agent already messaged you, have you checked you INBOX?

The 2 ways to contact the Public Mobile Customer Support Agent (CSA)_Team to submit a ticket are below:

1 - Normally Faster - use this link to: Get Help With Public Mobile Chatbot], OR

2 – Slower - Use this link to: Contact Public Mobile Representatives (CSA) by submitting a PRIVATE MESSAGE to start a ticket to them here: Private Message to Public Mobile Customer Support Agents (CSA)

Re: Account not working and I cannot login

hTideGnow — Mon, 26 Jun 2023 19:03:51 GMT

HI @Jeninja autopay fails sometimes, could happen to anyone

you cannot login to My Account now? if you click Resend code on the 2FA screen, do you see Send email as option?

Re: Account not working and I cannot login

Jeninja — Mon, 26 Jun 2023 19:28:51 GMT

No - no email as an option.

Re: Account not working and I cannot login

dust2dust — Mon, 26 Jun 2023 19:30:49 GMT

I updated my previous reply about the 611 service. You'd need to know your 4 digit account pin.

Re: Account not working and I cannot login

Jeninja — Mon, 26 Jun 2023 19:35:07 GMT

OK I think I got it sorted out now. I'll do the new login (which I didn't know about until now). I did the 611 option, heard I only owe $10 (that is the plan I am on) and selected to make a payment with the card it had on file - which worked. I didn't even have to enter a new payment method as the one on file worked. It was a bit of a panic at the time as this is my teenager's phone and he was out and trying to contact us but his phone wasn't working.

Thanks everyone. I did learn a lot either way from your suggestions (calling 611, getting the link for the chatbot - which I did try but it just had me open a ticket) - I did have a hard time getting into this forum so I had to use my daughter's account to access the chat and the forum.
Thanks again for all of the help offered by this community.

Re: Account not working and I cannot login

dust2dust — Mon, 26 Jun 2023 19:38:10 GMT

Great job. Keep that 4 digit account pin.