topic Re: Help with topping up in Get Support

Help with topping up

Woo600 — Wed, 06 Aug 2025 02:06:16 GMT

Hey I haven't topped up my account in several months. I can't call 611 like I always used to top up with because I have no service. When I sign in the app it's telling me to register (I'm guessing because I never used the app before). When I put my existing sim number it says sim in use. What should I do I already bought the payment voucher from 7-11. And I want to use my same phone number please,help

Re: Help with topping up

Chalupa_Batman — Wed, 06 Aug 2025 02:08:28 GMT

@Woo600 wrote:
Hey I haven't topped up my account in several months. I can't call 611 like I always used to top up with because I have no service. When I sign in the app it's telling me to register (I'm guessing because I never used the app before). When I put my existing sim number it says sim in use. What should I do I already bought the payment voucher from 7-11. And I want to use my same phone number please,help

Hello @Woo600

If it's been more than 90 days, your account is now closed and you have to start from scratch using a credit card. Then from there you can use a voucher. You will also require a new SIM card since the old one is no longer valid.

If it's been under 89 days, reach out to a CS Agent to see if they can assist.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Help with topping up

Woo600 — Wed, 06 Aug 2025 02:17:26 GMT

Thanks for the quick reply. On my dashboard it shows my number still with a check mark. Is it still possible to use the same number?

Re: Help with topping up

hTideGnow — Wed, 06 Aug 2025 02:23:25 GMT

hi @Woo600 call 1-855-4PUBLIC form another phone and enter your number. if that system is able to find your account z then you can topup and continue service

if that system says cannot find your number, then account is permanently closed and you lost your number

Re: Help with topping up

BKNS27 — Wed, 06 Aug 2025 07:49:05 GMT

@Woo600

It sounds like your account is closed, your SIM will no longer work and your number has been returned to the carrier you got the number from.

Your number will be paused for another 90 days before it is up for grabs to anyone who wants it.

But if your number was from Telus/Koodo/PM. You can contact a CS_Agent and they might be able to retrieve it for you but no guarantee. Click on the Chat icon and type in Submit a Ticket/Contact for an agent to help you.