Reactivate My Account

[Marlene77]

Good Afternoon,  hope all is well.😊 I would like to top up my account. Can you kindly assist me? ❤

[hTideGnow]

HI @Marlene77   In your case, you can try to pay by *611 if you know your 4 digits PIN.

If you don't have the PIN, you will  first get access back to your Self-Serve My Account , then  make the payment there to reactivate the plan.   

To open a ticket with PM CS Agent for resetting the login, Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. type: Forgot log in information
2. Click "Contact Us"
3. Click "Click here to submit a ticket"
4. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[VIP_Tech]

@Marlene77 

are you over 90 days of non-payment, your account will be permanently deactivated,

[Marlene77]

I tried all of your suggestions and still unable to log in, when I call the number it says Not in service. Thank you 

[VIP_Tech]

Hi @Marlene77 

How Reset your Self-Serve password (publicmobile.ca)

or get in touch with  Customer Support Agent (publicmobile.ca)

will reset.

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)

[softech]

@Marlene77   

if you cannot login to My Account, first try to use Forgot Pasword (https://selfserve.publicmobile.ca/forgot-password/), enter the correct email address aad then answer the security question.   I

If you cannot reset it that way, open a ticket with PM Support and they will help resetting for you

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Forgot Login Information ", click "Contact Us",  click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

Once you are back onto My Account, you can try what I suggested above for payment

[Marlene77]

Good afternoon VIP_Tech, thank you for your response. I am unable to log into my online account. I get the following message when try to log in or change password ( 

Your login failed. Please try again.) What should I do? Thank you so much 

[computergeek541]

---

@BKNS27 wrote:

@Marlene77 

Remember it is a 2 part step. 
Pick the add-ons amount, pick the payment then submit.

---

In this situation, the customer isn't try to purchase an add-on but is rather trying to reactivate a suspended account.

[BKNS27]

@Marlene77 

Remember it is a 2 part step. 
Pick the add-ons amount, pick the payment then submit.

[softech]

@Marlene77   you can still login to My Account?

and the account status is showing Suspended?

Please to go the Payment Tab, One Time payment (https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/) 

      https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

then select "Other (Enter the desired payment amount)" and manually enter your plan amount 

once payment gone through, click "Reactivate current plan" if the button is there

then logoff from My Account and reboot the phone 

[VIP_Tech]

@Marlene77 

also review Top Up your Account (publicmobile.ca)

Pay for your services through *611 (publicmobile.ca)

[VIP_Tech]

Hi @Marlene77 

close all Browser and clear cache and cookies,
and try open one Browser inPrivate mode, or incognito mode,

Log In to Self-Serve,
Click on Payment
Make a Payment
Payment Type: select ( Amount Due )
Click ‘Submit’,
after payment successful, Reboot device.