topic Re: Account Prepaid Help in Get Support

Account Prepaid Help

StevenMuncey — Wed, 20 Aug 2025 21:22:32 GMT

My plan is prepaid. It expired 2 days ago. I bought a voucher today and redeemed it. It still won't let me use my account. I added the funds at 6:35am their time. At 12:01 pm their time I got a text saying Your account has been placed on hold due to an unresolved payment issue. It said to resolve log in and update payment details etc etc.

I logged in and tried to redeem the voucher again. Said already redeemed. Found payment history. It shows it only used $10.70 of the voucher and has a $29 something credit on the account.

What do we do?

Re: Account Prepaid Help

computergeek541 — Wed, 20 Aug 2025 21:29:10 GMT

@StevenMuncey wrote:
My plan is prepaid. It expired 2 days ago. I bought a voucher today and redeemed it. It still won't let me use my account. I added the funds at 6:35am their time. At 12:01 pm their time I got a text saying Your account has been placed on hold due to an unresolved payment issue. It said to resolve log in and update payment details etc etc.
I logged in and tried to redeem the voucher again. Said already redeemed. Found payment history. It shows it only used $10.70 of the voucher and has a $29 something credit on the account.
What do we do?

Is your plan a $10 plan? According to your account history, your plan has been successfully renewed.

Re: Account Prepaid Help

slusagm — Wed, 20 Aug 2025 21:29:21 GMT

Reboot the phone and try again

If you need help, ask PM to check. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:

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

Re: Account Prepaid Help

TheSterlinger — Wed, 20 Aug 2025 21:29:49 GMT

Have you restarted your phone? Try that and if it still doesn't allow you to call, use the chatbot to create a ticket.

Re: Account Prepaid Help

computergeek541 — Wed, 20 Aug 2025 21:32:23 GMT

@slusagm wrote:
Reboot the phone and try again
If you need help, ask PM to check. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:

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

In this situation, the customer needs to be using the chatbot to open the ticket. You'll see from the first post that the customer is able to log into the self serve account. As for the 2FA code sent by text message, that even gets received just fine on suspended accounts, and even if it didn't, the e-mail and voice message options for the 2FA code would still be availiable.

Re: Account Prepaid Help

StevenMuncey — Wed, 20 Aug 2025 21:34:26 GMT

It is a $40 plan

Re: Account Prepaid Help

StevenMuncey — Wed, 20 Aug 2025 21:34:53 GMT

Rebooted several times

Re: Account Prepaid Help

computergeek541 — Wed, 20 Aug 2025 21:41:40 GMT

@StevenMuncey wrote:
It is a $40 plan

Which province are you in? Are you in PEI? I'm asking that based on how you it appears that a $0.70 911 fee was added to a $10 plan fee. For a $40 plan in a province with a $0.70 911 fee, a $40 voucher wouldn't be enough to pay for a $40 plan. A voucher of at least $41 would be needed. If the above is the case, you'll need to make another payment.

As for why $10.70 was already deducted, I suspect that might have to do with how Public Mobile used to charge $10 for plans in one line, but the remainder of the plan fee in a separate entry.

Re: Account Prepaid Help

StevenMuncey — Wed, 20 Aug 2025 22:35:47 GMT

We are able to receive 2fa and did it several times

Re: Account Prepaid Help

StevenMuncey — Wed, 20 Aug 2025 22:36:48 GMT

Went to chat bot it said do customer service ticket. Filled out some options and it didn't let us type an explanation. Submitted it. Hope they respond so I can explain the problem