topic Re: Please help in Get Support

Please help

Spencer2026 — Sun, 12 Jul 2026 23:14:01 GMT

My account was suspended due to banking info changed when payment was needed. I am trying to reactivate my phone but it's telling me my sim card is already active. What do I do to get my phone working again?

Re: Please help

BKNS27 — Sun, 12 Jul 2026 23:23:54 GMT

@Spencer2026

You need to make a manual payment to restore service by login to your account in the PM app or website. Go to Payment tab - Add Funds with CC or vouchers or dial 611 with voucher or with the new CC.
Also update your CC for future and enable Subscribe (AutoPay) under Payment tab-Update Card Information.

Re: Please help

Spencer2026 — Sun, 12 Jul 2026 23:37:05 GMT

Payment tab isn't coming up at all it's starting me right with new subscription

How do I get the payment to come up

I can't call *611 cause I have no service

Re: Please help

Spencer2026 — Sun, 12 Jul 2026 23:41:36 GMT

Re: Please help

softech — Mon, 13 Jul 2026 00:06:17 GMT

@Spencer2026

The error indicates that the Eversafe login system is unable to locate your My Account from your email login. But no worries, it is an easy fix for PM support, you will just need to engage them by direct message. Please private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Please help

Chalupa_Batman — Mon, 13 Jul 2026 00:06:24 GMT

Hey @Spencer2026

You need to contact customer service as your email account has disassociated from your account.

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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: Please help

slusagm — Mon, 13 Jul 2026 00:08:37 GMT

@Spencer2026

it is an account login issue.

you need PM to sort it out. 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 between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

And since you have no service now, you probably don't want to wait for PM to get back to you and then make payment. A quicker way to get the service back is to buy a voucher and pay if you need to resume service now. You can buy the voucher from any Shoppers Drug Mart store, or any Loblaw's brand supermarket. Then load the voucher using My Account, PM app or by calling *611