Re-activation of account

[jakekaufman57]

lost phone late Jan 2022.  Suspended service on line

have new phone and SIM.  Have changed SIM card on line.

Am unable to re-activate account.  Can not make payment.  I re-entered card details and the account is on auto-pay.  Still not able to get a balance.

[esjliv]

@jakekaufman57  - having your account Autopay will not automatically reactivate your account if you have a credit card registered on it. See any amount owing on your Self Serve account

?

Since you have the credit card on your account add funds in the amount of what your owe, or more, through self serve or by calling 611.

Then there should be an option to reactive (once you 'unlost' your phone in self serve that is).

Since you listed your phone in lost/stolen status you may have an issue with any rewards being applied on the next renewal cycle.

If that is the case, and you are missing rewards/credits, then simply contact the CSA's to have them apply it for you.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[BKNS27]

@jakekaufman57 

Did you create a new account with the new SIM when you activate it?

Then try to login to existing account?
Please let us know what your steps are so we can help further.

[softech]

@jakekaufman57   You were able to re-entered the credit card info without problem?  If so, submit a one time payment and use the option "Other (enter the desired amount)" and manually enter  your plan amount.  See if you can pay it that way

[Anonymous]

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@Dunkman wrote:

 Reported your phone stolen?

If you reported your phone stolen,  you need to resume your service from the same lost/stolen phone feature in  your self service account. 

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 @Dunkman : Reported stolen to who? The cops? The provider? Once reported stolen and put on the blacklist it would be a giant hassle if possible to remove it.

Oh...you actually mean if one uses the Lost/stolen function to Suspend the account. Oh ok carry on.

[Dunkman]

@jakekaufman57 

How did you suspend your account when you lost your phone?  Removed autopay credit card information?  Reported your phone stolen?

If you reported your phone stolen,  you need to resume your service from the same lost/stolen phone feature in  your self service account.  Then you should be able to load funds to restart your service.  

[Yummy]

Did you try using different browser or incognito mode?

If your have service, and you are on autopay and you manage to enter card details without any issues you should be OK.

[HALIMACS]

@jakekaufman57 

Try clearing your computer's cache and cookies , then opening an incognito tab. Then try again.

Another option would be to acquire a public mobile payment voucher. They can be attained at many mobile merchants or Walmart or London drugs or Canadian tire. You can apply it be dialing *611 or self serve.