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Help with account payment expired no sms

Mountainmaxman
Great Citizen / Super Citoyen

I have a customer who never picked autopay and now his 30 days are up and phone is not working. When she tries to log into the account to make a payment she done it from another device since the phone is not working, but public said she needs to enter a sms code they sent the non working phone which of course does not work. How can we get around this?

9 REPLIES 9

Luddite
Oracle
Oracle

@Mountainmaxman   Are you sure it's only been 30 days since she last paid. How was that done anyway?

611 being inaccessible indicates she has not paid for more than 90 days. In which case her account has be closed.

Call 1-855-4PUBLIC, enter he phone number and see if the system can locate her account. 

 

If they can still find her account, then YES, you can reactivate it. 

 

If they cannot locate her account, that would mean the account was suspended over 90 days and the  account was closed and she has lost her old number.


>>> ALERT: I am not a CSA. Je ne suis pas un Agent du soutien à la clientèle.


@Mountainmaxman wrote:

Labrador actually, no vouchers around 


@Mountainmaxman - if they is trying to add a credit card to her account have her follow @softech 's methods to submit a ticket a public mobile CSA to have this added to her account and get her My Account set up (if haven't been yet, or having issues accessing it) so they can manage the details of their account online.

darlicious
Mayor / Maire

@Mountainmaxman 

Then muskbird.com will be the best option. The turnaround time for a new account to recieve the voucher pin # is about 5 minutes and the surcharge is 7.5% of the value of the voucher. The voucher can be loaded on the account by calling 1 855 4PUBLIC and entering the 10 digit phone number and following the prompts to add the voucher pin #. Then your customer can recieve the 2FA code via SMS text message.

Mountainmaxman
Great Citizen / Super Citoyen

Labrador actually, no vouchers around 

Mountainmaxman
Great Citizen / Super Citoyen

611 won’t work 

Mountainmaxman
Great Citizen / Super Citoyen

It doesn’t ask her for email for the code 

darlicious
Mayor / Maire

@Mountainmaxman 

The customer is also in Newfoundland? Finding a retailer selling vouchers may be difficult under short notice. If the retailers in the following post cannot be accessed then using muskbird.com may be the quickest and most economical choice to reactivate the account by calling 1 855 4PUBLIC and entering the 10 digit phone # followed by (1) and (1) again and entering the 12 digit pin # from the voucher.

 

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

HALIMACS
Mayor / Maire

@Mountainmaxman 

 

Get a voucher, apply it via 611:

 

HALIMACS_0-1673392705240.png

 

 

softech
Mayor / Maire

@Mountainmaxman can she use email to receive the code??

 

if she recently joined, Autopay would have been set automatically but of course Autopay could fail for no reason

 

if she knows the 4 digits pin, she can call *611 to make a manual payment

 

if not, she can buy voucher and load via *611

 

but of course, better to sort out the login by open ticket 

 

1.  Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗" 

2. if you have problem with Chatbot: Private message CS Agent at:    

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there