topic Account suspended in Get Support

Account suspended

Susan983 — Sat, 31 May 2025 14:52:53 GMT

Hi all! My credit card processed the payment today. Recieved a text with verification code I did not request at 4am now my email and phone number are not even registering as valid so can’t sign in. Phone is sos only and service isn’t working.

Re: Account suspended

hTideGnow — Sat, 31 May 2025 14:51:31 GMT

HI @Susan983

try reboot the phone and try the sim card using another phone

if that does not help, you will need PM agent to check and assist. 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 suspended

Dunkman — Sat, 31 May 2025 15:02:34 GMT

@Susan983

What happens when you call 1-855-478-2542?

Enter your phone number and see the status of your account.

Worse case scenario is that somebody took over your PM account.

P.S. I moved your post from Lounge section to Support section to get more members to have a look at your situation.

Re: Account suspended

Susan983 — Sat, 31 May 2025 15:11:27 GMT

It’s both my kids accounts. My sons account info is available but my daughters phone number doesn’t register. I’ve put in a ticket and messaged privately with no response

Re: Account suspended

BKNS27 — Sat, 31 May 2025 15:13:19 GMT

@Susan983

Agents normally reply within an hour but could take up to 4 hours so check under Messages in your avatar.

Re: Account suspended

hTideGnow — Sat, 31 May 2025 15:13:38 GMT

hi @Susan983

did you try the sim on another phone? since both accounts have problem, it could also be a problem on the credit card side, the fund might not have released by the credit card.

but please open ticket with PM support using direct message

Re: Account suspended

Susan983 — Sat, 31 May 2025 15:15:11 GMT

Called credit card company first not an issue on that end. Funds def available. Very frustrating situation

Re: Account suspended

Dunkman — Sat, 31 May 2025 15:15:29 GMT

@Susan983 wrote:
It’s both my kids accounts. My sons account info is available but my daughters phone number doesn’t register. I’ve put in a ticket and messaged privately with no response

@Susan983

It will take at least 1-2 hours for CSA to respond to any tickets or private messages. Check your private message inbox for response. Sometimes even quicker, while other times slower. Weekends, the delays may be longer unfortunately.

By chance, did you use the same email address for both of your kids accounts? Each PM account should have separate, different email address.

Re: Account suspended

Susan983 — Sat, 31 May 2025 15:16:38 GMT

Different emails. The only thing that is the same on the accounts is my credit card

Re: Account suspended

Dunkman — Sat, 31 May 2025 15:27:16 GMT

@Susan983 wrote:
Different emails. The only thing that is the same on the accounts is my credit card

@Susan983

As we wait for CSA response, we can try to troubleshoot further.

So are you able to access your son's account? Not daughter? Are both services not working?

PM website is finicky especially if trying to access several PM accounts. Caching issues. Might want to try again by first logout. Then clear cache, or incognito mode. The log back in. Or try a different web browser. Sometimes even using a different device would work.

If using PM app, ideally each app should be installed on each individual phone.

Re: Account suspended

Susan983 — Sat, 31 May 2025 16:04:31 GMT

I can’t log into either. My daughter also recieved an email

stating her points were cashed. We have not done that so it seems the accounts have been hacked possibly

Re: Account suspended

hTideGnow — Sat, 31 May 2025 16:20:13 GMT

hi @Susan983 just curious, have you message PM support yet? although we are trying to help here, we are just customers. Please message support agent so they can look into it ASAP