Account Suspended (And Non-Existent?)

[tandjmarshall]

Me and my Mom both got our phones hooked up at a Koodo stand, and the man set up the autopay there and said that if we needed to check our plans or anything, just log on here. For some reason, I can only see my moms information, and my profile does not exist. So, my Auto-pay obviously failed and my account is suspended, but I cannot put money onto MY phone because it only shows me her account. So, I topped up her phone bill instead of mine. How do I go about previewing my own profile? So I can pay my bill? I can’t call 611 and pay through there because there is no credit card hooked up through my account, because I can’t access it. 

[computergeek541]

---

@tandjmarshall wrote:

Me and my Mom both got our phones hooked up at a Koodo stand, and the man set up the autopay there and said that if we needed to check our plans or anything, just log on here. For some reason, I can only see my moms information, and my profile does not exist. So, my Auto-pay obviously failed and my account is suspended, but I cannot put money onto MY phone because it only shows me her account. So, I topped up her phone bill instead of mine. How do I go about previewing my own profile? So I can pay my bill? I can’t call 611 and pay through there because there is no credit card hooked up through my account, because I can’t access it. 

---

I think that the person at the store may have accidently used the same e-mail address to set up both accounts even though the system isn't supposed to allow that.  That will require the help of as CSA, as mentioned earlier.

I would consider purchasing a Public Mobile voucher from a retail store or online at a website such as recharge.com.  The top-upvoucher can be added to your Public Mobile account through 611.

[Anonymous]

---

@tandjmarshall wrote:

Its been 3 days. I can’t top up my account because my account does not exist, it only shows my Mom’s account, her phone number. I cannot access MY account for some reason, in order to top it up.

---

@tandjmarshall 

you can try to do Forgot your password Here link,

or Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck....

[tandjmarshall]

Its been 3 days. I can’t top up my account because my account does not exist, it only shows my Mom’s account, her phone number. I cannot access MY account for some reason, in order to top it up.

[Anonymous]

@tandjmarshall 

how long you didn't pay !

For Reactivate A Suspended Plan

Missed a payment? After your plan expires, all you need to do is top-up your balance to keep the current plan going. You have up to 90 days to make a payment and, after doing so, your payment cycle will restart and your service will resume.After 90 days of non-payment, your account will be permanently deactivated, which means you will:

• Lose access to your phone number, and won’t be able to transfer it to a new provider in the future.
• Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.