PROBLEM WITH MY ACCOUNT

[SaraTT]

I Previously had an account with public mobile for more than 3 years and all of a sudden im unable to log into my account. When contacting my number it says it's not in service and I am unable to log in so I can make payment. 
can you kindly guide me as I dont want to loose my number. I had been travelling but never got a notification regarding my account getting canceled. 

Will highly appreciate your guidance, 

Thanks 

Sara

[BKNS27 · Accepted solution]

@SaraTT 

When you were travelling and put a pause on your Subscription (AutoPay). If the pause is longer than 90 days. You number will be returned to the carrier you got the number from and your account will be closed and SIM will stop working.

It sounds like this is your case but if your subscription was paused for less than 90 days. You can contact a CS_Agent to investigate.

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

[slusagm]

try calling 1855-4PUBLIC and enter your number to check the account status.  See if the system can find your account and if account is suspended

and did you reverse any Telus or Pubic Mobile charges on your credit card?  Some people did that by mistake and caused service interruption

and if you need PM to look at the situation, open a ticket.  Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage