Positive acount balance but account is suspended.

[Unities]

Hello,

I manually topped up my account that got suspended this morning. Is there a delay on reactivation?

I have had this phone number for a while now and forgot all information regarding the account (4digit pin, email and etc). My old credit card just expired and I have no way of logging on to change the info. Please help. Thank you all very much!

[Luddite]

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@gblackma wrote:

@Unities you added the money via 611 now apply the payment.

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@gblackma The system is supposed to do that automatically: https://www.publicmobile.ca/en/bc/get-help/articles/reactivate-a-suspended-plan

[darlicious]

@Unities 

Although you have probably gained access to your account thru the moderators when you dont know your email, pin#, password, security question and answer the moderators will ask the following: name and address on account, phone #, alternate phone # if any, dob, last payment amount, type, last 4 digits of credit card, date of payment, plan type and amount.

[Naepalm]

@Unities 

@If you send a.message diretly to the moderators you will need to provide lots of personal info but they will be able to get you back into your account. I use an app called LAST PASS to store all my passwords it is encrypted and you can store many different sites in it. Looks like you have plenty of info from previous post to contact the mods. 

cheers

have a great night!

[Pawprints1986]

When you do get in and everything's all worked out, write down your info is a safe place 🙂 I keep records myself, hand written. If anyone sees it they still can't get in as I've only written partial passwords with blanks that I'll know. Like say if "password" was my password, I've written P______d, so I'll know but nobody else will 😉

Just to avoid future hassles

[gblackma]

@Unities you added the money via 611 now apply the payment.

[Unities]

Thank you very much. I contacted the mod team.

I did apply the payment through 611. It says I have a balance of $32 but the account is still suspended for a $25 plan.

Thank you all for your help. I am waiting on mod's reply.

[gblackma]

Contact the moderators @Unities and explain your situation. Use this private message link to contact them directly https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Ask them for a temporary password, give them a new email address and ask them for your 4 digit pin and to reset your service. Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there. Once it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue.
If you need to, you can also enable email notification to receive a private message notification sent to your email. Go to your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Did you apply the payment trough 611? 

press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Stay safe.

[Unities]

Oh wow! Thank you very much for this. 

Edit:

It just sends me to the bot. 😞 good to know this short cut though!

[shaker · Accepted solution]

Your best option is to message the Moderator Team, for help.

https://productioncommunity.publicmobile.ca/t5/notes/composepage

[Unities]

Thank you very much for the detailed post. Sadly, with my account being suspended (can't receive texts) and me having forgotten the 4 digit pin plus all info regarding the account, I cannot verify myself to send in a ticket. Is there a way to send in a ticket without having to verify via SMS or 4digit pin?

[iliketotalk]

@Unities Hello if you have no way of getting into your account you may have to contact the moderator click on the? Bottom right corner and ask to speak to a human in the meantime if you can remember the email that you used when you signed up you should be able to reset your password to get into your self serve account

[fdrcamb519]

asap. please click the question mark on bottom right corner to speak with a moderator, they will be able to provide information need.All the best.

[JoyLuck]

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@Unities wrote:

Hello,

I manually topped up my account that got suspended this morning. Is there a delay on reactivation?

I have had this phone number for a while now and forgot all information regarding the account (4digit pin, email and etc). My old credit card just expired and I have no way of logging on to change the info. Please help. Thank you all very much!

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Contact a moderator for assistance to get your account information.

 Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.

Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.

Step 2: Tell SIMon what the issue is and see if he can find a solution for you.

Step 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

Step 4: Simon will present you with two choices. Choose “Account-specific question”

Step 5 Then choose “No, I want a human”

Step 6 Create your ticket

Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time.