topic Reactivating deactivated number in Get Support

Reactivating deactivated number

shisimocha3 — Mon, 16 Feb 2026 21:53:17 GMT

Hello,

I need urgent assistance restoring my husband's public mobile phone number. Last week a planned payment was declined because the credit card we used was no longer active. I immediately updated the payment information in the app. After updating, the SIM card was immediately deactivated. When I try to log into his account, it only shows my account and my number, not his. It seems the accounts may have been confused in the system. I cannot log into his account or reactivate the sim. This number is very important to us. Could a staff member please manually reactivate the Sim and insure it is correctly associated with his account? I can provide the phone number and Sim ICC ID via private message for verification. Thank you very much for your help.

Best regards Roslyn

Re: Reactivating deactivated number

softech — Mon, 16 Feb 2026 18:14:16 GMT

@shisimocha3

yes, logging in 2 different PM accounts using the same browser might get confusion due to cache problem

Try to login My Account using browser with Incognito mode, or try using a different browser.

After you logged in your husband account, use this link to make a manual payment:
https://myaccount.publicmobile.ca/en/account/payment/funds/card
When loading funds for renewal, remember to add E911 fess if you are in the following provinces: AB, NB, NF, NS, NWT, NU, PEI, QC, SK

Re: Reactivating deactivated number

Chalupa_Batman — Mon, 16 Feb 2026 18:28:42 GMT

Hello @shisimocha3

Another option to get him up and running is by dialing 611 from his phone and creating a manual payment with a voucher or credit card.