payment made but account continues to be suspended

[Kellyortega]

I made a payment today but my service is not working,  i can see in my account that i have credit for $48. How.I can have my service again. Thank you 

[t_p · Accepted solution]

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@Kellyortega wrote:

I made a payment today but my service is not working,  i can see in my account that i have credit for $48. How.I can have my service again. Thank you 

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@Kellyortega 

Log in to your account using a browser in private/incognito mode..

Check if there is a Reactivate button and click on it. If no button or doesn't work, go to Lost/Stolen phone page and try to Suspend service, log out/in then Resume service.

If nothing works, you'll need to contact CS for help, via one of these 2 methods:

Spoiler

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

After sending the message, watch your community inbox for their reply.

[Anonymous]

 @Kellyortega : Can you click on the reactivate button and see if anything changes? It will take you to the payment screen again but sometimes it will trigger the payment. What you want to see is the date up top change to sometime in the future. It's a bit of a goofy kludge but give it a whirl. If the date changes to the future then see if you have services. If you do then ignore the self-serve. It will sort itself out eventually.

Edit: Assuming of course your plan cost is <= $48.

[softech]

@Kellyortega is your account showing status suspended?  Is there a button "Reactivate current plan"?    If so, click on it.  If it asks you to make payment, try to load $1 on it .  if the payment processed successfully, logoff My Account and Reboot the phone.

[Anonymous]

@Kellyortega 

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment 

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. you will do manually enter Amount:$$ + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9.after payment successful,  you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.

10. and how much you pay the extra is will going to your account Available funds:$$ has the amount left,

and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

1. Add Funds to your Plan Amount through Self Serve  
2. Go to “Plan and Add-Ons” TAB
3. Select "Lost/Stolen Phone" TAB
4. Select "Suspend Service" BUTTON
5. Then, Select Resume/Reactivate Service
6. Reboot your phone,
   what is meant by rebooting the device turn off and turn it back on.