Daughters phone not working for text or call

[Gfs1613]

My account when I sign in says active. 
when I talk to an “agent” it’s telling me her account was deactivated and I need a new SIM card? 
I never deactivated her account so why is this an issue? 🆘 

[Meow]

Are we talking about YOUR account (which is supposedly active) your DAUGHTER's account?

If it is Deactivated that means account is closed and you have to open a new one with brand new SIM.

If it is Suspended that is most likely due to no pay and you have to pay her bill and reactivate account.

Please clarify.

[niccles]

are you able to post a screenshot of what her account looks like? (without the account number or identifying information in there of course).

[BKNS27]

@Gfs1613 

If the agent indicated that your daughter’s account is deactivated and needs a new SIM. That means that payment wasn’t kept up for 90 days or longer.

Why didn’t she tell you?

[softech]

@Gfs1613   

You said you can sign in to the account and it said active?   If account is deactivated, you won't be able to login. 

Can you call 1-855-4PUBLIC and then enter your daughter phone number?  If PM cannot find the number/account, then it is closed permanently.  If PM can find it, then it is good,

Let us know .

[Psygineer]

How long has it been inactive for? If more than 90 days without payment it would auto close. However, if it is only recent, then that is weird. Even a temp payment processing glitch would not deactivate it to the point of needing a new SIM. I am assuming there was no port out attempt made.

I'm also assuming it isn't a brand-new account in the middle of porting.