My referral.

[Ro67]

When I joined public mobile I set up 2 phones . mine and my wifes. My works fine with a registerred CC on file , althought my wifes phone does not work anymore. Can anyone help me... please and Thank you. 

[eddieO]

@Ro67 keep an eye out on your community inbox (top right corner, icon of an envelop). It can sometimes take around an hour or 2 for them to respond depending on how busy they are but they will respond.

[Ro67]

Thank you I sent a message, where do you look to see what they have replied? 

[eddieO]

@Ro67 no phone numbers to call, Public Mobile is completely online based but you can open a ticket with an actual support agent but all communication will be text only.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

[Ro67]

Thank you I will try this. Is there a telephone number I can call to speak to someone? 

[drsihaa]

This means the most recent payment is failed and the service is suspended.

The easiest way to recover service is to go to a chain grocery store to buy Public Mobile top-up voucher, then dial 611 from your wife's phone, option 1, load your account with the voucher PIN.

The other way is to login to your online account if you can, then make a manual payment there.

[Ro67]

ty I will give this a try. Appreciate your help

[eddieO]

@Ro67, you can use the link below to reset or create your 4 digit pin:

https://myaccount.publicmobile.ca/en/account/reset/pin

Are you able to get into her Public Mobile app or you can also try signing into her account online on any web browser. The account is setup as self-serve so we're able to change and manage our accounts but if you're really stuck you should be able to get some basic ideas here in the community. For anything more complicated you may need to reach out to a support agent buy using the links below:

To open a ticket through the Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

[Ro67]

Hi Eddie I am not that technical, I tried my best but cannot find a solution. I even took her phone to try and call, a voice Msg came on saying acct not active please make a CC pmt so I followed the prompt and it asked me for my 4 digit pin # ,,,, which I dont have one for my credit card. 

[eddieO]

@Ro67 are you able to go on your wife's phone and go into her Public Mobile app and then go confirm that her account is still set to Subscribed?

[will13am · Accepted solution]

@Ro67 , what do you mean by your wife's line does not work anymore?  Did it work before?  Note that each line must have its own account.  A unique email address is required to set up each account.