Enough funds in account but payment won’t process

[jj23]

I have enough funds in my public mobile account it’s just saying I owe $0.00 (which isn’t correct) but I still have the money in the account and it’s still says my account is suspended. I used *611 and payed through there with payment vouchers and every other time it worked almost immediately. I’m getting a little pissed cause I have money in the account but still no phone calls or data. I haven’t changed my plan recently and it says I still have the same plan chosen. 

[jj23]

Yea the moderator fixed it for me thank you all for your help 

[Luddite]

@geopublic @gblackma  @Anonymous et al

I fully support providing workarounds to recover service quickly, but also believe the moderators should always be notified. Otherwise, the prevalence of these issues may be under estimated. 

[Luddite · Accepted solution]

@jj23 Keep trying the suggestions but as you paid in full, but have no service, you likely need assistance from the moderators.

To get a ticket click https://publicmobile.ca.ada.support/chat/ and enter your question into SIMon.  Invent prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear. Click it then login and pick the topic, if needed, from the drop down menu. To confirm your ticket has been submitted, check the SENT box in your private messages; click the small envelope beside your avatar at top right on your screen.

• While you're waiting check out the workarounds in this post: https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-f...

• Just in case response is very slow and the workarounds fail, engage a backup plan. Mine is using fongo.com over wifi, but I think Textnow is currently slightly better as they include SMS.

• If you encounter problems submitting a ticket, you can send a private message to Moderators here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437, but this alternative method may have longer response time.

[gpixel]

@jj23 hi, can you login to your self serve and toggle the lost/stolen feature on and off then. turn off your phone remove your sim, turn on your phone and reinstall

[jj23]

I added a $40 dollar voucher and a $20 dollar voucher. The $40 one shows up but the $20 dollar one doesn’t but went into my available funds 

[geopublic]

@jj23  Check the payment history link from selfserve. Was the payment processed? 

[jj23]

Yea I can log into self serve. I’ve hit the reactivate account button then it just refreshes the page and then I’ve restarted my phone, I’ve tried that a few times too now.

[Anonymous]

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@jj23 wrote:

None of this is working 😞

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Are you able to log in to your self-serve? There's a reactivate button there. But it all should have restarted after making the payment.

[jj23]

None of this is working 😞

[geopublic]

@jj23  Restart your phone. Dial 611 again is your account still suspended? If yes, follow the prompts to re-activate your account.

[jj23]

No it’s been expired for a few days now I was just late getting around to a payment voucher. It said I owed like $43 but when I refreshed the page after I payed with *611 it went amount owed to $0 but now I just have like $60 just sitting there in available funds 

[gblackma]

@jj23 You may reactivate a suspended account online or by calling 611.
Via 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 Using 611 to make your payment: ( you need your 4 digit pin to buy an add on)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

[esjliv]

Hi @jj23 ,

If your renewal date is tomorrow, and you still have working services; please do not panic.

This is part of the renewal process. I know it is strange and freaks people out. But "expired" and "suspended" will show in your self serve the day before it renews.

Edit: sorry, did you mention you had no ability to call or use data?

"still no phone calls or data"