Plan not working

[ShirleyCHAH]

Hello, 

My phone all of a sudden doesn't work anymore and I don't see my number in my account. How do I fix this?

Thanks,

[hTideGnow]

hi @ShirleyCHAH 

try again using browser with Incognito/private/secret mode, 

and when you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket

[ShirleyCHAH]

I'm trying to submit a ticket with the chatbot but the chat bot is not working. It just says "something went wrong". Any other options?

[BKNS27]

@ShirleyCHAH 

If the system is asking you to choose a new plan. It is because The Eversafe ID is not linked to your registered email. You probably haven’t login to your account in awhile. Simple fix for the CS_Agent to link them together. Submit a ticket to an agent. 
https://publicmobile.ca/en/get-help 

[ShirleyCHAH]

Thanks for helping. The SDM pre-charge definitely worked. Now I just can't login to my account without having to commit to a subscription. It keeps bringing me back to choosing a plan, any tips for that?

[BKNS27]

@ShirleyCHAH 

You can reset the PIN when you login to your account account:

https://myaccount.publicmobile.ca/en/account/reset/pin 

If that didn’t work then contact a CS_Agent to help you reset your PIN.

[hairbag1]

@ShirleyCHAH 

best is to get to Canada Tire, SDM or No Thrills and buy enough Public Mobile payment vouchers for plan renewal...then call 1-855-4PUBLIC from another phone, and enter your number ....or try to dial 611 to add them to your account and you'll be able to Resume service. Alternative is on-line payment voucher from Muskbird.......

https://www.muskbird.com/mobile+recharge/public-mobile/

[ShirleyCHAH]

Hi thank you for your help. Looks like my number got suspended, I do want to make a payment. How do I get my account PIN? 

Thank, 

[hTideGnow]

hi @ShirleyCHAH 

first, check if your account is active or suspended.  I know it seems like you tried to login already, but please use Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if you still cannot see anything on My Account, call 1-855-4PUBLIC from another phone, and enter your number to hear the account status

if account is suspended, make a payment to resume.  But if account is showing active, try Reboot your phone and reset network settings.  If it is the same and you have a physical sim, try to pull the sim card out for a minute, wipe it clean and resert and reboot phone and test.

if same, submit a ticket with PM support agent.  You can submit a support ticket right at My Account and PM app using the  Expert Messaging in one of these ways:

• My Account on a browser: click Message Centre on the left pane to Start a Chat
• Public Mobile App : Go to Support page, click Chat with an Agent, and Start a chat
• If unable to access My Account/PM app, submit a ticket here using the same Community login credentials you are using now:   https://expert-messaging.publicmobile.ca/guest/chat/
  
  Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket
  (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")     

Support agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

Remember: Support hours of operation: 9 AM to 10 PM ET