topic Not pleased in Get Support

Not pleased

Goodfella001 — Fri, 30 Jun 2023 14:55:23 GMT

Made a payment to my account within last 2 hrs yet my service still suspended. When I called 611 it was updated that payment was received. How long will it take for my service to be restored

Re: Not pleased

Handy1 — Fri, 30 Jun 2023 14:56:55 GMT

@Goodfella001 Check your my account for available funds . If there make manually payment with it and resume services and reboot the phone

Re: Not pleased

softech — Fri, 30 Jun 2023 14:59:07 GMT

@Goodfella001

First, reboot the phone once and see if it helps

And best is to login My Account to confirm. Also, to assure no confusing from browser cache, please use Incognito Mode to login My Accoun this time

Check if you see the Cycle date updated to the new one? or still one expired? or if it shows ON HOLD (that would be account suspended)

Check if the money you paid is sitting as Available Fund, if so, that would mean PM took the money but unable to renew the account with the fund

https://myaccount.publicmobile.ca/en/account/overview

Also check Payment history to confirm if PM did take the money from your account
https://myaccount.publicmobile.ca/en/account/payment/payment-history

Re: Not pleased

Goodfella001 — Fri, 30 Jun 2023 14:59:27 GMT

Unable to even log in to my account. No problem with email or password just a technical issue

Re: Not pleased

softech — Fri, 30 Jun 2023 15:09:25 GMT

@Goodfella001 wrote:
Unable to even log in to my account. No problem with email or password just a technical issue

@Goodfella001 you paid by loading voucher on *611?

PM just changed to a new EverSafe login system and you need to complete the setup on this new system. Have you login to My Account since EverSafe was introduced?

If you have already created an EverSafe id, you can ask the code to send to email instead
On the screen it is expecting you to enter the code, click Resend code and then choose Send email

If you have not created an EverSafe id yet, you won't be able complete the part to link your My Account with the EverSafe ID, that needs a working phone with a working PM sim using SMS. (Sending the code to email would not be a choice until EverSafe id is fully setup)

Try these workarounds, it could bypass the SMS in linking My Account with EverSafe ID

Reset your password to self service account. Once reset, sign in again with new password. Might be able to receive 2FA via email instead to gain access.
(!!!You will need to click Resend Code and then Send email to trigger the 2FA to email)
Potential workaround (for some): If you don't have access to SMS OTP, try entering an incorrect OTP code 4 times. For some individuals, this is giving the option of an email instead.

If none of those workarounds helps, please open ticket with support by direct message here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Not pleased

esjliv — Fri, 30 Jun 2023 15:17:57 GMT

@Goodfella001 wrote:
Unable to even log in to my account. No problem with email or password just a technical issue

@Goodfella001 - you said 611 told you payment was received, but was it enough to cover the cost of the plan to renew it? Is there any more funds that are owing?

If you cannot log into My Account, try logging in through the APP or through a different browser. Maybe you need to manually select to reactivate the subscription?

Re: Not pleased

HALIMACS — Fri, 30 Jun 2023 15:25:39 GMT

@Goodfella001

Did you try rebooting your phone, resetting your network connections, toggling airplane mode on/off, and removing and reinserting your SIM card.

Doing one of the above usually gets things going, when sufficient payment was made.