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Good Citizen / Bon Citoyen

Account disabled

I was on the last day of the month on my plan so I went onn the self service webpage and added $30 with my visa debit. I forgot to add a plan. The next morning when I realized my phone was cut off I tried to log on and it said my account is disabled. i tried password reset and that too says disabled. i emailed moderater on thurs and still no reply. Helllllpp Smiley Sad

Good Citizen / Bon Citoyen

Account disabled

I was on the last day of the month on my plan so I went onn the self service webpage and 

Model Citizen / Citoyen Modèle

Re: Account disabled

You don't need to add a plan every time, it will renew your current plan. To get access to your account you will require a moderator, they can take up to 48 hours to respond (I'm not sure if they work on weekends).

 

You can also try accessing your account with a different browser, try Chrome in incognito mode.

Mayor / Maire

Re: Account disabled


@Carilynne11 wrote:

I was on the last day of the month on my plan so I went onn the self service webpage and added $30 with my visa debit. I forgot to add a plan. The next morning when I realized my phone was cut off I tried to log on and it said my account is disabled. i tried password reset and that too says disabled. i emailed moderater on thurs and still no reply. Helllllpp Smiley Sad


Yes try a different browser/computer, incognito window or clearing cache.

Model Citizen / Citoyen Modèle

Re: Account disabled

@krazykiwi Part of the problem is that she can't access her account.
Mayor / Maire

Re: Account disabled

First when I read it I thought they meant disabled in self serve. (aka, Suspended)

Mayor / Maire

Re: Account disabled


@Alex888 wrote:

You don't need to add a plan every time, it will renew your current plan. To get access to your account you will require a moderator, they can take up to 48 hours to respond (I'm not sure if they work on weekends).

 

You can also try accessing your account with a different browser, try Chrome in incognito mode.


They do work weekends just shortened hours. 7:30 PM EST

Town Hero / Héro de la Ville

Re: Account disabled


@Carilynne11 wrote:

I was on the last day of the month on my plan so I went onn the self service webpage and 


Can you still call or text? If yes don’t do anything... that’s normal. If no you will need help from the moderator here https://productioncommunity.publicmobile.ca/t5/notes/composepage and write moderator_team in send to and give them details of your problem. Waiting time is few hours to 2 days.

Mayor / Maire

Re: Account disabled


@Carilynne11 wrote:

I was on the last day of the month on my plan so I went onn the self service webpage and added $30 with my visa debit. I forgot to add a plan. The next morning when I realized my phone was cut off I tried to log on and it said my account is disabled. i tried password reset and that too says disabled. i emailed moderater on thurs and still no reply. Helllllpp Smiley Sad


Odd that the account is suspended and locked out after you paid. Could be a timing thing since you say you did this on your last day of the term. Did you do this later in the evening ET?

Use the 611 service on your phone to see what it says. It will give you a recording of your amount owing. If it's working.

Seems your only other option is to wait to see what the mods have to say.

Model Citizen / Citoyen Modèle

Re: Account disabled

u gatta do the phone lost/found under ur account to reset the cycles if that doesnt work, then contact the mods