Account suspended, I can not reactivate my account. Account has enough funds.

[howardjpatacsil]

Account suspended, I can not reactivate my account. The account has enough funds. 

Please help

[dabr]

@howardjpatacsil    Hopefully, it won't be long before they respond back to you but sometimes the lost/stolen trick can do a soft reset of your account quickly.  The downside is that it can temporarily affect your rewards and would then need to contact customer support to have them manually add back any missed rewards to your account.

[howardjpatacsil]

I have not tried that yet, but I am still waiting for customer service to work on my issues before playing in that scenario. Lost and stolen.

[howardjpatacsil]

I guess this is happening now. They should change the server in public mobile so the activation will be faster.

[dabr]

@howardjpatacsil    Hopefully, customer support will get your service back quickly if you've contacted customer support via the links provided by @softech .   Did you try the lost/stolen option mentioned earlier?

[howardjpatacsil]

Thank you.  I have done number 1 and waiting for number 2 on the reply still.

[howardjpatacsil]

If I click the button. I kept adding up money, I have done it 3times. see picture. I have refresh my browser too.

[howardjpatacsil]

yes, i don't have the service. No calls and text is happening. 

[howardjpatacsil]

Yes, yesterday. April 1, 2022 is the renewal date. I forgot to manage autopay the account in my credit card

[dabr]

@darlicious    AFAIK the Reactivate button pushes the payment through that was missed and no it doesn't bring you to the payment page.  I have successfully Reactivated a suspended account doing that but it took a couple of hours and more than one try.  It was a couple of years ago though so not sure if anything has changed since then.

[darlicious]

@dabr 

From my experience all the reactivate button does is bring you to the payment page.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[dabr]

@howardjpatacsil   So you don't have phone service right now?   Then you should see the Reactivate button which might need to be clicked more than once or twice and reboot the phone.  Otherwise try the lost/stolen option as suggested by @darlicious .

Edit:  BTW, make sure to clear your browser cache/cookies and use incognito/privacy mode or another browser before logging into your account.

[darlicious]

@howardjpatacsil 

If the amount of available funds in your account balance exceeds your plan amount then go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. Your account should automatically reactivate your service.. Your overview page may not update right away but you can double check your transaction history for your plan amounts to be debited with today's date. Log out and reboot.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[softech · Accepted solution]

@howardjpatacsil   Was your renewal date supposed to be today or April 1st?

If the renewal date is today, you can try to make a manual payment of just $1 extra , then logoff from My Account and reboot the phone

If the renewal date was yesterday, then you might be like some others affected by yesterday's mass system issue with Autopay and renewal.  In that case, open a ticket with PM Support :

1. If you have access to Self-Serve My account: For faster response (2-48 hours) , Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. If you don't have access to My Account or have trouble with above method: you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

[howardjpatacsil]

I have this issue. I kept adding money but it does not help to do so.

Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

[dabr]

@howardjpatacsil   Is it your renewal day?   If the phone service is working and you're seeing the Suspended/Expired message, then you can ignore it as it will drop off within the next hour or so.   If the payment didn't go through and you see the Reactivate option top right of your overview page in your account, click that to push your payment.  Or select Payment tab and make a manual payment of the amount due or select "other" option.

[MarieRamsey]

Many customers are having the same issue, including myself.

only some customers have had their account fixed.

try harrassing the cs agents by PMing them.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437