topic Re: Unlock account in Get Support

Unlock account

abahlk82 — Thu, 03 Apr 2025 19:38:37 GMT

Hey there,

I hope an Agent sees this as PM does not have any hotline.

By accident, the Credit Card of my wife was cancelled which led to her Public Mobile payment being declined. Now her SIM is deactivated. We were not able to add funds to her account via my Credit Card as suggested via https://publicmobile.ca/en/get-help/articles/add-funds-to-your-account.

The App says: "you can only pay with pre-established credit card"

How can we solve this, and enable the SIM back?

Kind regards

Re: Unlock account

Dunkman — Thu, 03 Apr 2025 19:50:38 GMT

@abahlk82

Did you register your credit card in her account?

Try the following link:

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

Re: Unlock account

abahlk82 — Thu, 03 Apr 2025 19:52:54 GMT

We tried, but on the App, it says "you can only pay with pre-established credit card" Maybe it will work on the web.

Re: Unlock account

Dunkman — Thu, 03 Apr 2025 19:54:42 GMT

@abahlk82

Might want to try on the website.

Or the other option is to logout of App. Log back in and try again.

Re: Unlock account

BKNS27 — Thu, 03 Apr 2025 20:35:43 GMT

@abahlk82

CS_Agent are rarely on this Community forum.
If the registered CC is still active. You can call 1-855-4PUBLIC and make a manual payment with the activate CC.

If the CC has expired then you need to login to your account and update the CC under Payment tab>Update Card Information.

Re: Unlock account

abahlk82 — Fri, 04 Apr 2025 15:11:08 GMT

Thank you. We solved it with the voucher function