Reactivating account and swapping SIM card-neither is working

[MimTheUnicorn]

Hi-my daughter lost her phone so we suspended her account. Today I picked up a new SIM card so I'm trying to reactivate her account and swap the SIM. I can't get the account to reactivate-getting an error message about payment being due (it's set up on autopay) and can't get a payment to go through-the submit button won't work. When trying to swap the SIM, I'm able to enter the new number and request the 2-factor auth to her email address, but when I submit, I get booted out of the account. The confirmation email doesn't come through. Is there an issue with the system or am I doing something wrong?

[darlicious]

@MimTheUnicorn 

I'm happy it's finally resolved! Yes edge would work better when using a computer or laptop. Such a finicky site sometimes.

[MimTheUnicorn]

I finally had success by using a different computer and using Edge as the browser. It wouldn't work in Chrome or Firefox. I was able to swap the SIM successfully first, and then was able to reactivate it from lost/stolen status. 

Thanks for your help!

[darlicious]

@MimTheUnicorn 

Do you know the 4 digit account pin #? If so make a payment thru 611. It will automatically reactivate your account.

[darlicious · Accepted solution]

@MimTheUnicorn 

Don't give up that plan as it gives you full 4G LTE data speed. That should not be the issue. Are you sure lost/stolen isn't enabled?

[MimTheUnicorn]

Thanks, this info on how to get to a CSA is very helpful! 

We have tried to make a payment but the submit button just doesn't do anything. 

I also wonder whether the issue is that we're trying to renew the $10 plan, which doesn't exist anymore. 

[darlicious]

@MimTheUnicorn 

Before making a change in your account it is best to clear your browser, reboot your device, use secret/incognito mode with chrome, firefox or safari as these work best.

Make sure you have resumed your service with the lost/stolen feature if you have previously suspended service when the phone was originally lost. You may have to suspend it again briefly thru lost/stolen if you have trouble getting the system to take your payment from your balance.

The CSA's have finished for the day so we can continue to help you til you accomplish getting the SIM swapped and service reactivated.

[esjliv]

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@MimTheUnicorn wrote:

Hi-my daughter lost her phone so we suspended her account. Today I picked up a new SIM card so I'm trying to reactivate her account and swap the SIM. I can't get the account to reactivate-getting an error message about payment being due (it's set up on autopay) and can't get a payment to go through-the submit button won't work. When trying to swap the SIM, I'm able to enter the new number and request the 2-factor auth to her email address, but when I submit, I get booted out of the account. The confirmation email doesn't come through. Is there an issue with the system or am I doing something wrong?

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@MimTheUnicorn 

Make a payment of the plan amount, then reactivate.

If nothing is owing, try topping up with $1 then seeing if you can resume.

If still experiencing issues ask CSA for assistance.

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

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

[softech]

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@MimTheUnicorn wrote:

Hi-my daughter lost her phone so we suspended her account. Today I picked up a new SIM card so I'm trying to reactivate her account and swap the SIM. I can't get the account to reactivate-getting an error message about payment being due (it's set up on autopay) and can't get a payment to go through-the submit button won't work. When trying to swap the SIM, I'm able to enter the new number and request the 2-factor auth to her email address, but when I submit, I get booted out of the account. The confirmation email doesn't come through. Is there an issue with the system or am I doing something wrong?

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@MimTheUnicorn   I wonder if it is just a browser issue.

Try a different browser (Chrome/Edge/Firefox) .. or try Incognito mode.. or try clear the cache. Lastly, try to use another computer.