I tried to input the Voucher one day earlier and then Today i did tried to call out but its not work

[Steven2022]

I tried to input the Voucher one day earlier and then Today i did tried to call out but its not working. Please let me know why it could happened 2 times in last month and this month??!! Please verify the PIN code again. Thanks?!

[computergeek541 · Accepted solution]

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@MrSpock wrote:

@Steven2022hi you were advised how to open a ticket already, you can to open a ticket, to speak to a customer service agent    Click here or if you are having issues with Simon you can send private message to a CS Agent here:  https://bit.ly/2GGCJzH

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Before a merged the two, a second thread was created by the OP with the title of  ["account specific issue" and "human"].  The makes it appear as if some instructions were being followed to open a ticket but that the the OP mistakenly thought that the box for typing a new message was the chatbot.

@Steven2022 

Please go back to the chatbot to open your ticket.

[Steven2022]

NOpe its just happen Today!!

[MrSpock]

@Steven2022hi you were advised how to open a ticket already, you can to open a ticket, to speak to a customer service agent    Click here or if you are having issues with Simon you can send private message to a CS Agent here:  https://bit.ly/2GGCJzH

[computergeek541]

@Steven2022 

If you're to open a ticket, that's done through SIMon.  Please do that at:https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[Steven2022]

Please reactivate my line number again?!! Thanks

[darlicious]

@Steven2022 

The CSA can remove the fraud lock and check the validity of your voucher. 

[darlicious]

@Steven2022 

If you tried too many times then yes you triggered a fraud lock. Contact customer support. Type in "account specific issue" and "human" and follow the prompts to submit your ticket via SIMon.

Keep an eye on your private message box the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up waiting time but expect a reply within the hour.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[Steven2022]

Anybody  known How to resolve this matter??!!!??

[Steven2022]

But I think its not seem tobe like that way I also think cause I tried so many times and they already locked my number. Do you know How can we reactivate the line again over support line here???

[darlicious]

@Steven2022 

The link I posted earlier gives a list of retailers that have vouchers that are immediately valid upon purchase. Your local store probably has a delay of up to 24 hours for the voucher to become valid.

[Steven2022]

From Cellphone Store Where I did eveysingle month before working well!

[Steven2022]

Thanks, I got understand now. I did check Balance now is $11. I did tried one more Voucher $15. But Its not approved. I didnt see any Options to select to talk to Customers Sopport Technician/ Service!! Only accept 1 Option to put money on it And then I select BUt its not allowed me to top up anymore!!!!!

[darlicious]

@Steven2022 

Where did you purchase your voucher?

[Steven2022]

Thanks, I got understand now. I did check Balance now is $11. I did tried one more Voucher $15. But Its not approved. 

[softech]

@Steven2022 how much is your plan and how much voucher amount you loaded?

[darlicious]

@Steven2022 

So you added thru 611? What's your balance? And your plan amount? It sounds like you are short on your plan amount. You will need to purchase another voucher to equal or exceed your plan amount in order to reactivate your account services.

[Steven2022]

It loaded yesterday But now is suspended. Do you or anybody known "WHY" >???

[MrSpock]

@Steven2022 You need to open one to do your business https://selfserve.publicmobile.ca/self-registration/

[Steven2022]

I dont have online account yet!

[Steven2022]

They said account suspended. Where can i see the reactive button??

[softech]

@Steven2022 Can you login to My Account and confirm if Available Find  is showing the amount you topped up via the voucher? if it is showing $0, check the transaction log to see if it shows it was loaded yesterday?

[darlicious]

@Steven2022 

Reboot your phone. Did you add it thru self serve? Check your transaction history. Do you see your 30 DAY PLAN/$10 and your minutes or data amount charges with today's date?

Edit:

Here's more info on vouchers you may find helpful....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Purchasing-or-Adding-a-Public-Mobile-Vouc...

[MrSpock]

@Steven2022 Hi does your account say active or suspended? If suspended do you see a reactive button , if so press it and reboot phone

[computergeek541]

Did you just add the payment to your account a few minutes ago?  I'm suspecting that there might be a slight delay in the system renewing your plan.  If you log into your account, is the voucher amount still in your available balance?