Cannot Reactivate Plan

[vic_twister]

Hi,

I recently deactivated my plan, and removed my payment option, this was around late February right before I was supposed to be charged. I thought that I would be able to stop paying for the regular plan and use up the addons I had accumulated.

When March hit, I lost access to my plan, and have been unable to use my phone to call/text since then. Data also does not work.

I had an outstanding due balance of $10, so I added that amount to my account. After that point I tried several times to "Reactivate My Current Plan" and "Make a Payment", both have not worked.

Is there anyway that I can gain access to my plan again? I really need the data to be able to travel to and from work.

It would also be great if I could be directed to an admin who can help. Thanks!

[esjliv]

@vic_twister  - does the resume/reactive option not present itself to you? If it does, try selecting it.

If after trying @Dunkman helpful suggestions and still having issues, ask Customer Support for assistance.

Two ways to reach them here: https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

[hTideGnow · Accepted solution]

HI @vic_twister  You need an active plan to use the add-on

You can just login to My Account and go to Payment page to make a one time payment.  I suggest you use the option 'Other" and enter the Plan Amount +$1 

Once you are done with the payment, reboot the phone and you should be ok.

[Meow]

---

@vic_twister wrote:

I thought that I would be able to stop paying for the regular plan and use up the addons I had accumulated.

---

You have to have active plan in order to use add-ons.

Did you get locked out of your account or just cannot add money to your account?

[Dunkman]

@vic_twister 

As you discovered, you need an active base plan to use up any add ons.  

If you have enough funds in your available balance and unable to reactivate your plan, there a couple of tricks that will kick start your plan.

1.  Manually load $1 to your account.  Many times, that will restart your plan.

2. In your self service account, report your phone lost/stolen.  Logout and log back in and using same feature, resume your service.  Note: this may affect your rewards for the next payment.  

The website is also finicky.  Sometimes trying a different web browser, clear cache or incognito mode may help.