Can’t call or text after payment went through

[AlishaN1990]

I made a payment with my MasterCard/debit for my monthly plan and everything went through except I never received a text message like I normally do and when I try to call local Canada wide numbers it says that long distance isn’t included in my plan which it is and when I sent text messages my friends aren’t getting them & when they are texting me I’m not receiving them. I’ve turned my phone on and off I’ve restarted my phone still nothing. I need answers ASAP as I can’t seem to talk to a live person.

[geopublic]

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@AlishaN1990 wrote:

No when I dial *611 it gives me options to choose. My plan is active

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@AlishaN1990  Try the lost/stolen phone trick to reset your account:

To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait a few minutes. Report your phone found. Re-start you phone

[GinYVR]

@AlishaN1990Is your card a Mastercard or a Mastercard Debit? They are 2 different products and Public Mobile only accepts Mastercard. Reference https://www.publicmobile.ca/en/bc/get-help/articles/register-your-payment-card

So you might want to double check with your bank if your payment had actually went through.

We accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S.

[AlishaN1990]

No when I dial *611 it gives me options to choose. My plan is active

[popping]

@AlishaN1990 

Login to your account.

What is your account status?

If active, your plan feature may not be provisioned correctly.  Try the lost/stolen phone trick to re-provision your plan features again.

1. Login to your self-serve account.
2. Report your phone lost/stolen using [Plan and Add-Ons] --> [Lost/Stolen Phone]
3. Logoff
4. Wait 5 minutes and login again
5. Report your phone found.
6. Re-start you phone to provision your account again. i.e. enable all features of you plan again.

If this trick failed to get thing working again, you should send a private message to moderator for help. But the wait is up to 48 hours. Good luck.

If expired/suspended, send a private message to mordator for help.

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

[krazykiwi]

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@AlishaN1990 wrote:

I made a payment with my MasterCard/debit for my monthly plan and everything went through except I never received a text message like I normally do and when I try to call local Canada wide numbers it says that long distance isn’t included in my plan which it is and when I sent text messages my friends aren’t getting them & when they are texting me I’m not receiving them. I’ve turned my phone on and off I’ve restarted my phone still nothing. I need answers ASAP as I can’t seem to talk to a live person.

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Does your self serve show active? Does your payment history show the purchase? Does it show the right plan?

if yes to all try this, Login to self serve - Plan & add-ons - Lost/Stolen phone - Suspend service.
Logout and wait a few minutes then login and select found phone.
This will not blacklist your phone.

[geopublic]

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@AlishaN1990 wrote:

I made a payment with my MasterCard/debit for my monthly plan and everything went through except I never received a text message like I normally do and when I try to call local Canada wide numbers it says that long distance isn’t included in my plan which it is and when I sent text messages my friends aren’t getting them & when they are texting me I’m not receiving them. I’ve turned my phone on and off I’ve restarted my phone still nothing. I need answers ASAP as I can’t seem to talk to a live person.

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@AlishaN1990What happens when you dial 611. Is your phone suspended?

[Triguy · Accepted solution]

When you log into your self serve account - is the status showing as active ?  If you are still having problems then contact a moderator.

Moderator can be reached at 

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