RENEW SUBSCRIPTION ISSUE

[Cati]

I am unable to renew my account 438-xxx-xxxx.
I was asked to re-enter the (existing) sim number which they consider invalid.
I have had this account for many years with the auto-pay option.
There have been no problems for years. Now I find myself with lost service and no support.
After resetting my password, I am notified that the password does not match the email (repeatedly)
YOUR NEW INTERFACE IS NOT FRIENDLY AT ALL.
Now I feel insecure about losing my mobile service without being warned in advance.

Edit by Dunkman: removed personal information

[Cati]

No one sees any solution to continue my subscription as before (including auto-pay). With the changes they applied, they suspended my subscription for no reason and I also lost access to my account settings.

All I want is to go back to the situation I was in last week!

[Cati]

Due to my inexperience and stuttering, I mostly mess up the existing settings and I see that no one can help me.
- The cache - is cleared
- The registered CC -is active with correct data
- With the same CC payed other account yesterday
- The registered Email is active not but reached by PM for verification
- Mistakenly started a new subscription with the same Email.
Now I don't know how to cancel it.
- The payment by phone service with the pre-registered CC also failed
I called the support agent to assist to help me, but I have a feeling it will take a long time.

[BKNS27]

@Cati 

Call 611 or 1-855-4PUBLIC to check the status of your account. If it is suspended, you can pay with the registered CC on file is the CC haven’t expired.

[Chalupa_Batman]

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@Cati wrote:

I am unable to renew my account 438-xxx-xxxx.
I was asked to re-enter the (existing) sim number which they consider invalid.
I have had this account for many years with the auto-pay option.
There have been no problems for years. Now I find myself with lost service and no support.
After resetting my password, I am notified that the password does not match the email (repeatedly)
YOUR NEW INTERFACE IS NOT FRIENDLY AT ALL.
Now I feel insecure about losing my mobile service without being warned in advance.

Edit by Dunkman: removed personal information

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A few things here @Cati - that error about the password not matching, may be a cache issues. Try clearing your browser cache, restart your browser, then go into Incognito mode and try again. That happened to me a few weeks back.

For it saying the SIM card is invalid, I only see that error happening if it's 90 days past the last time you paid or had the account active. But not sure the time lapse between the last time you had service till now.

[Dunkman]

@Cati 

Sometimes autopay fails unfortunately. 

The website has caching issues.  You could try to clear cache first, incognito mode or a different web browser.  Or you could try the PM app itself.  

You could also try dialing 611 on your phone and if you know your PIN number, you can load up funds with 611 menu.  

I may take several hours for CSA to respond and if you need service right away, you could consider buying payment voucher.  Either in store (Shoppers, Shell, Landon drugs, etc ) or online (muskbird.com - service fee applies). 

P.S. I removed your phone number off this public forum

[hTideGnow · Accepted solution]

hi @Cati 

@you should not need to re-enter sim number 

I think your issue is with the login.  Ask PM support agent to assist .  

you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Support will reply via Community inbox here within 2 to 4 hours:

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