Need help from administrator

[bernicedaigle]

Hello,  I cannot login,  cannot reset password,  do not have telephone service and I cannot make a payment to reactivate my account.  please help.

[bernicedaigle]

Thank you Softech.  I used the link to the CS Agent you provided.  I found out the account had not been paid for 90 days :(.  I activated another sim card and I'll be paying it myself going forward.  All good now.

[dust2dust]

There's no such thing as past due here. Did support tell you that the account had fully deactivated? Do you have payment records on your credit card showing that you last paid at least 120 days ago. Seems it was a bit of an unused phone.

[bernicedaigle]

Thank you so much.  it looks like the account had not been paid for 90 days.  😞  I will activate a new sim card and pay the past due amount if I can.

[bernicedaigle]

ah no.  what I think happened is that my mother (elderly)  forgot that the credit card she used to pay for this account expired.  We have 3 phones with public mobile and she paid for 2 of them.  I think she thought that if she changed her card number for 1 account it automagically changed it for this one too.  sigh.

[dust2dust]

Which is why the message you got from the toll free is odd. Do you get the same thing when you dial 611 from the phone? Is there a possibility that you typed in the wrong number in that toll free?

You were making calls and using cell data up until 2 days ago?

[computergeek541]

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@bernicedaigle wrote:

I do not know what a charge back is.  I do not know what is a PM charge.

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A chargeback occurs when a credit card issuer disputes and reverses a charge to the account.

[bernicedaigle]

I do not know what a charge back is.  I do not know what is a PM charge.

[bernicedaigle]

If you do not make your payment for 1 month the service would be cut off right away wouldn't it?  The service stopped working 2 days ago so that would mean I was suspended 2 days ago no?  I was able to use the phone right up to 2 days ago.

[softech]

@bernicedaigle 

I hope it was not 2 days after the 90 days suspension. 

And you didn't make any charge back on your CC for any PM charge?

[dust2dust]

That's an odd message to get for 2 days in suspension. That sounds more like the past 90 days message. Did the term "invalid" happen? Or just trouble finding?

[bernicedaigle]

The account was suspended 2 days ago. I will 😀open a ticket thank you for the links!  

[bernicedaigle]

"Sorry we are having trouble finding your phone number"  you can ask for more help on the community website.

[softech]

@bernicedaigle how long you have no PM service?  any chance you account was suspended for over 90 days?  Call 1.855.4PUBLIC and enter your phone number, does the system recognize your number?

Maybe open ticket with support and let them help with logging back in if your accout was just suspended:

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

[dust2dust · Accepted solution]

Can you dial 1-855-4pu-blic from another phone and enter your number and hear what it says. How long ago did you last pay? There are couple other options to pay but let's see what your account has to say.