Community moderater

[dwireless]

, i have a customer , who applied payment voucher , its applied, shows active plan, but computer says you dont have active addon, no phone service or internet service working, please chech , i tried to change the new sim card, bu still same issue, please give us solution, thanks

edited by computergeek541:  as a voucher retialer, you should not be posting a customer's phone number in a publicly viewable message forum

[Anonymous]

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@dwireless wrote:

yes i already tried all 3 mentioned methods , but no active service, payment already applied, even balance shows extra

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You had said in your earlier posts that the service said active.

So indeed as wondered...if you see the amount in the balance then the add-on that you previously mentioned was not purchased. It's 2 steps. Add money. Buy add-on.

[Dankaroo]

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@dwireless wrote:

yes i already tried all 3 mentioned methods , but no active service, payment already applied, even balance shows extra

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Please message @CS_Agent to have your service reinstated. Don't forget to mention you provided payment.

To message them click/press their name, scroll down to Contact Me section and click/press Send Private Message.

[Lieux]

Do you have the 10$ plan? @dwireless 

[Dunkman]

@dwireless 

Maybe try the lost/stolen phone trick.  

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-f...

This trick re-sets your sim/account.  Works for many account issues.

[dwireless]

yes i already tried all 3 mentioned methods , but no active service, payment already applied, even balance shows extra

[Dankaroo]

Got a quick checklist. 

- did you setup and enable auto-pay?

- did you put money into your account 2 business days prior to renewal/billing cycle?

- did you login to self serve and check your balance & status?

[Lieux]

@dwireless 

For your problem you can try to put your phone on LOST/StOLEN...in your self serve account click on the tab PLAN/ADD-ONS and PHONE LOST/STOLEN. Then close your phone. Wait few minutes and open it again. Click on find your phone and see if something has changed...let us know...

[Anonymous]

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@dwireless wrote:

xxxxxxxxxx, i have a customer , who applied payment voucher , its applied, shows active plan, but computer says you dont have active addon, no phone service or internet service working, please chech , i tried to change the new sim card, bu still same issue, please give us solution, thanks

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 @dwireless 

If it's the $10 plan then maybe they've hit the limits.

Buying add-ons is 2 steps. Put money in to the account and then buy the add-on. Maybe only the first part was done.

[Lieux]

Hello @dwireless 

You are in an old thread here...you can post your question here...

https://productioncommunity.publicmobile.ca/t5/forums/postpage/board-id/getting_started

It's a public forum so we are customers like you...no personal information..you can hide your phone number click on the 3 dots in your message and change..