My service is not working ** URGENT**

[farcos]

Hi My service is not working.. It says that I havent paid the balance but Im in autopay and current @farcos 

[dust2dust]

So yes it's suspended. Using a voucher does not require a 4 digit pin. The 12 digit voucher pin will be on the voucher printout (or email from recharge).

Using the hopefully valid, already registered credit card to make the payment in 611 needs the 4 digit pin that you created.

[Spudster]

@farcos 

You are dealing with other community members on this forum.

The best advice would be to contact the customer support agents as provided in my first post when you first asked. 

None of us here can help you get access to matters that are strictly account related.

[farcos]

can you help urgent?

I need to urgently activate my account

[farcos]

it requires the 12 digits pin from the voucher if I decide to use the voucher

or if I need to the credit card on records it also require the 4 digits pin

 that is  the recording when I call to *611

[dust2dust]

What recording do you get when you dial 611? If it asks for money then go to recharge.com and buy a voucher to pay the plan. Use 611 to enter it. No pin required. That way your services will get working. Then you can spend the time figuring why you can't log in and what happened to the autopay without the stress of a non-working service.

[farcos]

Hi Still my service is not active

still cant log into my portal and need to have access to my phone urgent

[farcos]

Ticket reference number: 234341-396

[farcos]

need to talk with a human

[farcos]

is not working

[softech]

@farcos   You need your 4 digits PIN # for accessing *611, but your username (which is email address) and password for accessing My Account

Either way, if you need any of them reset, you can open ticket with PM Support:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Forgot Login Information", click "Contact Us", click "Click here to submit a ticket".

2. Or Send a private message to the CS Agent here: 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 you there

[farcos]

I need to have my pin reset

or I need somebody to take my call

[farcos]

I couldnt acces to my account as I cant reset my pin#

[softech]

@farcos   did you login to My Account and confirm your Account status?  Is it showing Active or Suspended?

Understand you have setup Autopay but Autopay could fail for various reasons. 

If you see your account showing Suspended and you don't have the phone service now, please make a manual payment:

1. Login to My Account, Payment Tab and then One Time Payment

2. Use the option "Other (Enter the desired payment amount)" and manually enter the Plan amount (this works better than using Amount Due)

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

3. once paid, click on the button "Reactivate current plan" if it is around

4. Then logoff from My Account and Reboot the phone and it should be good

[Spudster]

@farcos 

Try rebooting device, resetting your network connections, removing SIM card and reinstalling it.

Sometimes auto-pay fails, go into the payment Tab and make a payment equal to your plan amount then tap resume. If that doesn't work, try adding one additional dollar then tap resume.

If none of this works and you need to contact customer support, here's how:

There are 2 ways to reach them:

1. Create a support ticket by clicking  here , then type Support Ticket, then select Contact Us, then select the topic that more closely matches your request.  Then click  Click here to submit a ticket , or,
2. Send a private message to them by clicking here  

You’ll see their reply in your Community private mailbox in the envelope to the left of your avatar.