Phone is not working after making payment

[Meghan1]

I have done everything including resetting the phone and it still does not work, $2.00 credit on my account, public mobile website says phone is activated. This phone needs to work, please help!

[Meghan1]

No, been on public mobile for a cpl of years now, no new phone. I have someone trying to assist my sister with the sim card (she is intellectually disabled) but have also opened a ticket. Thanks for all the help, much appreciated!

[esjliv]

@Meghan1 - are you new to public mobile or have you been a customer for some time? Did you recently get a new phone?

Try 1 or more of the below:

• restart your phone
• toggle into and out of airplane mode
• perform a Reset of the device's Network Settings
• move your sim card to another phone to see if services works. If the SIM Card DOES NOT Work in another phone, then submit a ticket to customer support (CSA)

[Meghan1]

 I have tried everything except removing the Sim card. This is actually my sisters phone who lives on the side of the country from me, she has Downs Syndrome so I am trying to assist from a-far. I got her this phone for safety reasons so a bit difficult to do certain things! Worked just fine until my credit card expired which I totally forgot about so made paid payment on time right away, phone has not worked since, so for the last 4 days. Even reset the Network settings, still nothing.

[softech · Accepted solution]

@Meghan1   if Payment history confirmed the payment, it should be ok (as in you did everything correctly)

Last day or two, there have been some issue with re-activation, maybe you are one of those, too.  Please submit a ticket with PM support using direct message:

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

[Meghan1]

Not sure how to sign in using incognito mode. Payment was successful and I now have a $4.00 credit. And yes, the account says active.

[hairbag1]

@Meghan1 

dial 611 to hear account status.

Have you try restarting phone ?

[softech]

@Meghan1   can you login My Account using Incognito mode once more and confirm if the account status is Active?

Also, check Payment history to confirm if it renewed successfully after your payment