Account suspended and can't retrieve it

[Manaltttt]

I missed a text that my account had a payment card that is expiring and so my plan did not renew and from that I cant retrieve my old account at all nor my old number. I only had it 21 days late, how is this possible? That chatbox was not helpful at all and when I tried a new activation to transfer the number k couldn't even find my old number as it said it needs to be a valid Canadian number 

[Sansan]

How long was your account suspended without payment for? More than 90 days?

You said you sent a private message already. Did you check your inbox for their reply?

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Manaltttt]

Hey, my account was suspended due to expired payment card but then I have got a voucher and paid it but I am unable to access my old account to change my expired payment card. Everytime I login with my email it brings me the prompt to make a new activation and I am so frustrated. I tried logging in on computer and in incognito with no cache but it always links my account with an activation to start a new account and number where im at the final step of choosing a number. I have tried messaging in private support message and they have not responded still since a day ago and it's very urgent. Please if there is a way to contact a support agent through a call that is not an AI generated person. Or at least speak to one consistently because I am running out of time. I need immediate urgent help because I am behind on so much work because of this matter and have no support at all. The chat box has been very little help 

[hTideGnow]

hi @Manaltttt 

if you want to pay first and deal with account access later,  , then buy a voucher from Shoppers drug mart or gas stations and then load the voucher using *611

and proper way to get access back is to ask PM support agent,  you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

[Yummy]

You will have to find a way to log in to your PM account. Use computer, clear cache, use incognito mode.

When you gain access, change credit card info and pay the bill. Service should be restored or you will see a button 'resume' to manually restart service.

If everything fails open a ticket through chatbot (type, 'ticket', follow prompts to a link to ticket) and ask agent to help you out.

[eddieO]

@Manaltttt not sure if this will help but worth a try, if you have been trying through the Public Mobile website try clearing your browser's cache or signing in with incognito mode. If you still can't get in to make a payment and *611 is not working either you'll need to contact a support agent:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

[Manaltttt]

Heyy. My card is expired and since my account is suspended I can't access it nor process it through the 611 call. I also can't seem to find any way to manually pay that amount since my account is not accessible and as soon as I login they are asking me to make a new activation account with a new number

[BKNS27]

@Manaltttt 

You will need to make a manual payment first to restore service on your account online or the PM app.

Then login to your account then go to Payment tab>Update Card Information. Also check if the Subscription button is enabled for future payment.

 

[hTideGnow]

hi @Manaltttt 

call 1-855-4PUBLIC from another phone and enter your number to confirm if your account is suspended

and to reactivate your account first, , buy a voucher from Shoppers drug mart or gas stations and then load the voucher by calling  1-855-4PUBLIC

or if you want support agent to help you to login the My Account,  you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage