hi @Karen99
if you have enough money on My Account, renewal should work
try this. Go to My Account using Incognit/private/secret mode, confirm if account is suspended and not renewaed. Then go to Profile page to Report Lost/Stolen phone to suspend the service first. Logout My Account
wait 5 mins, then Go back to My Account using Incognit/private/secret mode and unsuspend the service (cancel Lost/Stolen , and it should trigger a renewal
if that trick didn't work, submit a ticket with CS Agent using Chatbot here:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage
