topic Re: account expired? cannot renew my account in Get Support

account expired? cannot renew my account

nick3768653 — Fri, 04 Aug 2023 16:34:28 GMT

@CS_Agent hello, i cannot sign in to my account. it has been 90 days today. i want to login to renew my account and now i think my account expired. can you please help?

Re: account expired? cannot renew my account

softech — Fri, 04 Aug 2023 16:35:43 GMT

@nick3768653

so, login issue? did you got stuck with 2FA process?

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: account expired? cannot renew my account

Handy1 — Fri, 04 Aug 2023 16:37:46 GMT

@nick3768653 If it’s been 90 days since last payment today . Your really down to the wire you need to try and *611 if you remember the 4 digit PIN code or get vouchers and load them *611 no pin needed or get into your my account and try to make payment or it’s gone for good

Re: account expired? cannot renew my account

hTideGnow — Fri, 04 Aug 2023 16:38:05 GMT

HI @nick3768653

you can submit a ticket with PM agent if you have trouble with the payment:

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

But you can also resume the service first. Get a voucher from Shoppers durg mart and load the voucher using *611

Re: account expired? cannot renew my account

hairbag1 — Fri, 04 Aug 2023 16:39:04 GMT

@nick3768653

dial 611 with your cell to confirm you still have an account. You can get payment vouchers at Shell Gas or Walmart, then dial 611 again to add them to your account. If your account has Suspended for more than 89 days...it's been deactivated at day 90...you'd need a new sim to start a whole new account.

Re: account expired? cannot renew my account

esjliv — Fri, 04 Aug 2023 16:39:35 GMT

@nick3768653 Call # 1-855-478-2542 or # 1-855-4PUBLIC from another device and see if public can find your account. If so, maybe you can quickly obtain a voucher and get it activated asap.

Obtaining a voucher to make a payment through 611, see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some vouchers found here: https://publicmobile.ca/en/on/payment-voucher

Re: account expired? cannot renew my account

nick3768653 — Fri, 04 Aug 2023 16:44:10 GMT

i shouldd clarify, todday is day 90

Re: account expired? cannot renew my account

hTideGnow — Fri, 04 Aug 2023 16:45:03 GMT

HI @nick3768653

then get a voucher to resume service first, deal with access later

Re: account expired? cannot renew my account

nick3768653 — Fri, 04 Aug 2023 16:46:39 GMT

thank you all for your super quick responses, i will try the toll free support number. it happens i'm in mexico now and cannot use 611 because i have no service here. also the eversafe ID was a surprise, but yes i managed to get a 2FA to my email.

Re: account expired? cannot renew my account

softech — Fri, 04 Aug 2023 16:47:19 GMT

@nick3768653 wrote:
i shouldd clarify, todday is day 90

@nick3768653

if you call 1.855.4PUBLIC , enter 1 for English, then your phone number, can the system locate your account?

If so, you still have time. Buy a voucher from SDM/London Drug/711/Shell and load the voucher using 1.855.4PUBLIC or *611

if the system cannot locate your account, then the account would have been closed ( you missed day 90). But there is a chance PM can help to give you back the phone number, except you have to activate a new sim card with a new account

Tell us how it turns out

Re: account expired? cannot renew my account

nick3768653 — Fri, 04 Aug 2023 16:47:33 GMT

today it has been 90 days since my last top up.

Re: account expired? cannot renew my account

softech — Fri, 04 Aug 2023 16:48:31 GMT

@nick3768653 wrote:
thank you all for your super quick responses, i will try the toll free support number. it happens i'm in mexico now and cannot use 611 because i have no service here. also the eversafe ID was a surprise, but yes i managed to get a 2FA to my email.

@nick3768653

you can still call 1.855.4PUBLIC

Download VoIP app TextNow and you can call the number for free

In fact, you can also make the payment via there if you know the 4 digits account PIN

Re: account expired? cannot renew my account

nick3768653 — Fri, 04 Aug 2023 16:55:31 GMT

when I call the 855 number, the system cannot find my number. so i guess my account was closed?

My last payment was May 6th. today is 90 days ... so basically the account expires after 89 days, not after 90 days?? this is very frustrating.

Re: account expired? cannot renew my account

BKNS27 — Fri, 04 Aug 2023 16:57:44 GMT

@nick3768653

I would suggest you purchase an online voucher from recharge.com and pay by 1-855-4PUBLIC or login to your account and pay.

Re: account expired? cannot renew my account

softech — Fri, 04 Aug 2023 16:58:50 GMT

@nick3768653

If you last payment was My 6, today is actually Day 91. Your cycle ended last night

Don't wait , message support now here, hopefully they can still do something

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: account expired? cannot renew my account

BKNS27 — Fri, 04 Aug 2023 17:01:24 GMT

@nick3768653

It sounds like you waited too long. Alway renewal on the 88th day to give you 2 days of buffer.

Re: account expired? cannot renew my account

hTideGnow — Fri, 04 Aug 2023 17:06:21 GMT

HI @nick3768653

oh, account closed already

did you get the number from PM or you ported in your phone number? trying to see how you can at least get the number back

Re: account expired? cannot renew my account

nick3768653 — Fri, 04 Aug 2023 17:08:54 GMT

i really honestly meant to renew on day 88, i must have put the entry in my calendar wrong... completely my fault

Re: account expired? cannot renew my account

nick3768653 — Fri, 04 Aug 2023 17:09:04 GMT

thank you, i'm trying that right now

Re: account expired? cannot renew my account

nick3768653 — Fri, 04 Aug 2023 17:09:30 GMT

i guess Day 1 starts from the date of purchase and is not Day 0... my fault