@Tonalita wrote:Pleassssse help. Beyond frustrated. My auto payment did not go through because unbeknownst to me, my credit card had expired. I can't even remember how many years ago I set up this account but I don't remember my password. Each time I say 'forgot password', a security question is asked for which I don't have the answer. I don't even recall setting up that security question. I can't get past this point. I have been locked out several times now guessing the answer. I have been without service now for a bloody week, stuck in the middle of nowhere in the middle of a pandemic no less with zero help available to me. All I want to do is bloody update my new credit card info so that my service can be restored.
@Tonalita If you never setup a selfserve account then click here to register your selfserve account.
Note: Because you account is currently expired then you won't be able to setup your selfserve account so you need to purchase a voucher to get your account up and running again.
Hope this helps!
@Tonalita Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there. Once it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue.
If you need to, you can also enable email notification to receive a private message notification sent to your email. Go to your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save
Once you get back into your self service account. Go here to change your credit card. See below
1. Enter the credit card address exactly as it appears on your statement ( capitalize all if necessary ).
2. Leave the apartment field blank, if applicable enter your apt in the street address field ie xxx - street address.
3. Enter your postal code without spaces ( if there is a space on the credit card statement then enter the first 5 digits only with the space).
Once you are finished adding your credit card To reactivate your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and amount due.
3. Select the reactivate account button.
4. Restart your phone.
Or in the meantime.
You can buy a voucher from any of the stores below
And use 611 to make your payment:
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.
If you need more help on using 611 see link here https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352/highlight/t...
