topic Re: "Line is not Active" Message. Please help in Get Support

"Line is not Active" Message. Please help

JimBrookes — Wed, 27 Nov 2024 16:12:25 GMT

Hello,

I was trying to make a phone call this morning but I got an automated message stating that my line is not active. I have a feeling it was because Public was trying to charge my credit card but it got declined (as I had to get a new one after receiving a notification that I had a fraudulent charge on my card).

I have updated my billing information to a new card. Can you please help me get access to my line again please?

Re: "Line is not Active" Message. Please help

eddieO — Wed, 27 Nov 2024 16:16:30 GMT

@JimBrookes you should go into your PM account to see if it shows you are currently subscribed. If it is not showing as such you will need to make a manual payment in order to make it active. After that, you account should be okay with billing your credit card as it was doing before.

Below is a link to make a manual payemnt:

https://myaccount.publicmobile.ca/en/account/payment/funds/card

If you need any help from a support agent you will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: "Line is not Active" Message. Please help

Handy1 — Wed, 27 Nov 2024 16:17:56 GMT

@JimBrookes After updating the credit card info you need to make manual payment

please use this link to load funds and trigger the renewal

https://myaccount.publicmobile.ca/en/account/payment/funds/card

Re: "Line is not Active" Message. Please help

hTideGnow — Wed, 27 Nov 2024 16:44:40 GMT

hi @JimBrookes

so, you logged in My Account and it shows suspended?

since you cannot update the credit card, the quickest way to resume service is to buy voucher. Get vouchers from Shoppers drug mart or London Drugs and load the voucher using *611