Reactivating Plan

[PublicCustomer1]

Our phone was stolen so we paused the plan.  We now have a new SIM card and activated it.  The activation was confirmed but our account is telling us that we need to make a payment.  On the payment screen we enter the amount and the "submit" button will not work.  It is not highlighted.  We can't figure out how to pay!  So frustrating.

[Anonymous]

@PublicCustomer1 

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

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.

7. what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

and if still not fix it follow this,

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. how much you see at Amount Due:$ ! you will do manually enter Amount: $ ! + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

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,

[t_p]

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@PublicCustomer1 wrote:

Our phone was stolen so we paused the plan.  We now have a new SIM card and activated it.  The activation was confirmed but our account is telling us that we need to make a payment.  On the payment screen we enter the amount and the "submit" button will not work.  It is not highlighted.  We can't figure out how to pay!  So frustrating.

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@PublicCustomer1 

Is your issue resolved?

If not, have you tried using another browser in private mode (ex. Chrome incognito) to log in and redo the payment?

[esjliv]

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@PublicCustomer1 wrote:

Our phone was stolen so we paused the plan.  We now have a new SIM card and activated it.  The activation was confirmed but our account is telling us that we need to make a payment.  On the payment screen we enter the amount and the "submit" button will not work.  It is not highlighted.  We can't figure out how to pay!  So frustrating.

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@PublicCustomer1 

Choose the other option (not Amount Due), and manually enter the amount you need to pay:

[Anonymous]

 @PublicCustomer1 : Just to be sure...when you say you activated your SIM card...do you mean you signed up for a new service or do you mean you used the Change SIM function in your self serve?

Would your plan have been active still if you had not Suspended it? Or have you gone past that end date?

For the payment, try the Other choice in the drop down and get your balance up to your plan cost. It should renew.

[hairbag1]

@PublicCustomer1...when phone was stolen, did you use Lost/Stolen/Suspend button ? If so, now you can go back and find the Resume button !!

edit, Log in to your account / Plan and Add-ons and find the Lost/Stolen / Resume button.

https://www.publicmobile.ca/en/on/get-help/articles/lost-or-stolen-phone