Plan still saying suspended/expired after funding

[johnhenry1]

Hi everyone,

I recently made a post here asking if I could switch to a 15 dollar plan from the 50 dollar plan after the latter expired without having to pay for both. I did this and it seems to have worked, as it says I'm on the 15 dollar plan now and have a $10 positive balance and it says amount due: $0.00. 

But for some reason it still says my plan is expired/suspended and my service isn't working.

Here's what it says in a few spots:

• Your plan expired on Feb 9, 2022.
• Top up before May 10, 2022 or your account will be deactivated.
• Current Balance: $10.00
• Amount Due: $0.00

Account Status: Plan Expired

My Plan

$15 per 30 Days

Plan Details

(this said $50 dollars earlier today before I switched account types)

"Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service."

I tried activating my account again but there is no amount due so it didn't work.

Anyone know what I can do here? Thanks!

[HALIMACS]

I'm glad it all worked out, @johnhenry1 !!!

One thing about the Public Mobile self-serve system is that not much of it is truly intuitive - which is why there is a Community of like-minded customers here to help each other out.

And the new rewards system is even less intuitive - but that's a WHOLE other discussion.   (Hint... stay with the old system 😉 )

[johnhenry1]

Ahh, it works - I guess I just didn't pay enough! Which is strange because when I switched accounts I just followed the prompts and paid what it told me, I did find it odd that it was only $5 but I thought it might have been to do with the rewards/referrals and such. 

The reactivate button just took me to the payment page, which I guess is what I needed to do 😂 although the website should have made it more clear that I owed money. Saying my amount due was 0.00 made me think it should be working. Thanks for everything @HALIMACS 🙂

[HALIMACS · Accepted solution]

@johnhenry1 

So what happens when you tap "Reactivate Current Plan"?

Did you originally place another $15 on your account, or something a bit less?

Try bringing your balance to $15 (to cover the plan amount) by adding another $4-$5.  Then tap Reactivate Current Plan.

There's always the "lost/stolen trick" which is infamous for getting services going once your available balance is greater than the plan amount.   To get there, go under Plan and Add-On's, then you'll see it:

[johnhenry1]

I put in 1 dollar, now it just says I have 11 dollars in my balance but nothing has changed. I have rebooted my phone now a good number of times! haha, still nothing. 

Here's a screenshot of the main page to make things less confusing.

(screenshot removed)

[HALIMACS]

@johnhenry1 

Make the $1 payment, then resume service.

The screen will look like this after selecting "Make a Payment".

Choose the "other" option as below:

[johnhenry1]

Beside the text that says my account is suspended it says "Reactivate Current Plan" and takes me to the same page as when you click payments normally. I tried paying 0 dollars but that didn't work, should I make the $1 manual payment after clicking that or click the normal payment tab? The page is the same but the link is different, it includes this in the link after publicmobile . ca:

Overview/payment/new-oneTimeTopUp-Page/?PostbackParameter=Overview 

[BeachNBeer]

@johnhenry1 try making a manual payment of a dollar.

[HALIMACS]

@johnhenry1 

Hi again.

You tried "activating (your) account again"?   What do you mean by that?

Try placing just $1 on your account (use the "other" payment amount option under the Payment tab).   Then try resuming service.

If this doesn't work, put your account into "Lost/Stolen" mode, logout of self-serve, then log back in and remove the "Lost/Stolen" designation.

Reboot your device.... does it work now?