topic Re: Account on hold in Get Support

Account on hold

Erinm1234 — Sun, 16 Feb 2025 17:10:21 GMT

When I log in I get the message "Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number"

I have auto pay set up and my card is not expired.

Re: Account on hold

hTideGnow — Sun, 16 Feb 2025 17:12:14 GMT

hi @Erinm1234

it could be just a browser cache problem. Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Account on hold

Chalupa_Batman — Sun, 16 Feb 2025 17:12:32 GMT

@Erinm1234 wrote:
When I log in I get the message "Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number"
I have auto pay set up and my card is not expired.

Sometimes the system can send faulty errors. Is your phone working though? You can make and take calls? Text and data works? If so, you can ignore this message.

Re: Account on hold

slusagm — Sun, 16 Feb 2025 17:14:19 GMT

try login My Account again using Incognito mode and it will show the correct info

and check credit card