topic PIN-unable load new PIN in Get Support

PIN-unable load new PIN

Chezmoi123 — Wed, 15 Nov 2023 06:58:40 GMT

Hi there, I am having difficulty loading my PIN, I have been with Public for about 5 years and never any problems.. II am not technical. Any suggestions??

Re: PIN-unable load new PIN

SourDude1234 — Tue, 14 Nov 2023 20:32:45 GMT

Hi @Chezmoi123 which PIN are you talking about?

Re: PIN-unable load new PIN

BKNS27 — Tue, 14 Nov 2023 20:49:44 GMT

@Chezmoi123

What actually does your phone indicate and what make is your phone because there are several PUK.

Re: PIN-unable load new PIN

Chezmoi123 — Tue, 14 Nov 2023 20:55:38 GMT

The 12 digit code that I purchased through RECharge as well as I went to buy top up from London Drugs, both of which I have done for years without any problem

Re: PIN-unable load new PIN

dust2dust — Tue, 14 Nov 2023 20:57:55 GMT

Well I'll take a stab at a guess. Is this a voucher code pin? Are you sure the amount didn't go in and your account restarted (if it was suspended)? Or are you sure you don't have the new balance in your account?
Are you using the right set of 12 digits on the voucher? It should be the one called PIN#, not voucher#.
You might also need to wait an hour to try again. Are you entering via 611 (or toll free) or the app or the web site?

Adding - lol timing 🙂

Re: PIN-unable load new PIN

Chezmoi123 — Tue, 14 Nov 2023 20:56:55 GMT

the message is unable to process when I put in the 12 digit code. I have done the same thing for years with out any issues..it is a samsung 12

Re: PIN-unable load new PIN

SourDude1234 — Tue, 14 Nov 2023 21:04:12 GMT

If you are trying on app or website, you can try dialing 611 and then pay there. If you are using 611, you can try to use the app/website. If it still does not work, contact CS Agent using the link below, provide them with your voucher details and other details they may ask, they can probably do it for you since you are having trouble doing it yourself.
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Make sure to monitor the envelope icon on the top right since that is where you will receive the response.

Re: PIN-unable load new PIN

BKNS27 — Tue, 14 Nov 2023 21:04:56 GMT

@Chezmoi123

This sounds like a PUK that could be locked by Samsung so contact Samsung Canada at 1-800-726-7864.

Re: PIN-unable load new PIN

hTideGnow — Tue, 14 Nov 2023 21:04:58 GMT

hi @Chezmoi123 voucher pin? where you got the voucher from? did you wait 24 hours?

Re: PIN-unable load new PIN

hairbag1 — Tue, 14 Nov 2023 21:13:02 GMT

@Chezmoi123

OP says London Drugs and Recharge...both of which should work right away, if added correctly.

Re: PIN-unable load new PIN

BKNS27 — Tue, 14 Nov 2023 22:06:07 GMT

@Chezmoi123

Surprised you are having issues if you done this in the past. I know some voucher takes 24 hours to operate but not inputting the PIN.
Best to contact a CS_Agent by private messaging at:

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

They will help you out.

Re: PIN-unable load new PIN

computergeek541 — Wed, 15 Nov 2023 06:59:32 GMT

@BKNS27 wrote:
@Chezmoi123
This sounds like a PUK that could be locked by Samsung so contact Samsung Canada at 1-800-726-7864.

Samsung cannot assist with maiking payments to a Public Mobile account.