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Account suspended

Mer-Tigas17
Great Neighbour / Super Voisin

     I  got a new credit card and entered the new information on my account.  I also added payment to my account , but still says that my account has been suspended.. I would like to continue using public mobile with same plan that I currently have. Thank you 

4 REPLIES 4

darlicious
Mayor / Maire

@Mer-Tigas17 

Smart thinking....you topped up your account ahead of time. Not only did that test to make sure your payment card will work you have also guaranteed that you can't suffer an autopay failure causing your services to be suspended at 6am eastern (or 4 hours after payment is taken no earlier than 2am eastern.)

 

You can also easily find out if your renewal has taken place by checking for your plan amount debited from your balance in your transaction history. If you rely solely on autopay to pay for your plan you won't really know if your autopay went thru or failed until your services are suspended or you attempt a manual top up payment and it goes thru ( you cannot make a payment after 2am eastern until renewals are finished.)

 

You then have a 4 hour window to pay manually and reactivate and/or push your payment to be taken by the system. Paying thru 611 will do this automatically as long your available funds equal or exceed your plan amount and/or your account is not suspended via lost/stolen.

 

Taking a screenshot of your overview page before renewal (after a manual top up?) and after allows you to check that any text/minute/data counters have reset correctly and if not you can contact customer support immediately to remedy any glitches that may have occurred with proof in hand.

 

 

 

 

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#.

Anonymous
Not applicable

 @Mer-Tigas17 : Just for clarity on the above helpful post...the Lost/stolen function says Suspend...not stolen. It's a way to self-suspend ones account. In this case it's a way to kind of kick the account to reset. Then yes Resume to unsuspend or bring it back.

Dunkman
Oracle
Oracle

@Mer-Tigas17 

Is your service working at the present time?  On the evening prior to renewal, Public mobile website will show various warnings about expired, suspended, etc.  If your phone is working and  you have enough available funds, then I won't worry.  Tomorrow morning, everything should be fine.  

 

If your service is NOT working, then you can try to manually load up another $1 to your account.  That sometimes will restart the activation process.  You can also try the lost/stolen phone trick.  In your self service account, report your phone stolen.  Then resume your service and that will also sometimes start the activation process.  

Anonymous
Not applicable

 @Mer-Tigas17 : Are your services working? What plan are you on? What do you have for current balance or Available Funds?

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