Cannot make a payment- *611 not working

[elistang]

Hi everybody ! I had some payments on my bank account that were not made by me so I locked my card and called my bank. They took care of it but it just happened to be on the same day that my cell phone bill comes out. This morning I unlocked my card and realized my phone wasn't working- it says "sorry you don't have an active account, dial *611 to make a payment" every time I dial it it just kicks me out out of the call and hangs up. I searched on the community pages and wrote in the chat bot as well, it says to resume payment go into the app- I don't have any flags though in the app and my subscription says that I have an upcoming payment today..... I also changed my payment info already on my subscription. Obviously it didn't go through cause I unlocked and changed my payment info too late but now I don't know how to make the payment so I can use my phone. My kids phones are not working either and I rely on my phone for work. Please help! Everything looks fine in the app and I am not sure if they are going to try to take the payment out again or how I can make this payment now and resume my services! Thanks ! 

[elistang]

thank you so much ! I will try doing it on their app on their phone otherwise I will do it on their computer. thank you so much ! I appreciate it ! 

[softech]

@elistang 

yes, you can use the same link on your kids' accounts

but because of the browser cache problem, we suggest you to use a different browsers for the different accounts or access it from from another computer

if you need to use the same browser on the same computer, try to login My Account  with browser using using Incognito mode first, then paste the link to access the page, this will confirm the funds will be added to the correct account

[elistang]

OH MY GOSH you are amazing thank you so so much ! Can I use this link and do the same with my kids plans? I appreciate this so so much ! 

[softech · Accepted solution]

@elistang 

try using the following link to load enough funds for renewal.  Once loaded, logout from My Account and wait 5 mins and login to confirm PM took the money for renewal.  And reboot your phone to test

https://myaccount.publicmobile.ca/en/account/payment/funds/card