Reactivating an account.

[Marc456]

I have an employee who has a phone with you guys.  His line stopped working for an unknown reason in the last month or so.  I don't know if his login details and he doesn't either.  Could I get some help finding out at least a partial email used to sign up then we would have some sort of direction.  Alternatively, we could set up a new account and port over the old deactivated number.  I have the associated phone number for this of course, I don't know if I should share this number as I'm not sure if this question is on a public forum or not.  

[TheSterlinger]

Try the below. 

https://productioncommunity.publicmobile.ca/t5/Announcements/Introducing-our-new-and-improved-Custom...

https://expert-messaging.publicmobile.ca/guest/chat/

[BKNS27]

@Marc456 

There are several reason why your employee is not receiving service.

- Account is suspended due to nonpayment less than 90 days. Call 1-855-4PUBLIC to check status of account. Vouchers can be purchased to restore service. Vouchers can be purchased from:

https://www.publicmobile.ca/en/payment-voucher 

If the system can’t be located the number then the account is closed due to nonpayment for longer than 90 days. The SIM will stop working and the number is returned to the carrier that the number was taken from.

- The CC on the account has expired and need to update the CC.

- There is an Telus outage in their location. Check outage map:

https://www.telus.com/en/bc/outages 

[Marc456]

Thanks for the reply.

This email recovery doesn't work as it sends a verification code to a deactivated number. 

The phone in question is a Samsung galaxy A54 5G, so I expect it would be fine. 

Publics' Tech support said they couldn't discuss the dead line with someone that has a different account.  Wierd.  They suggested creating a free community account with no phone number associated and creating a support ticket form there.  but I'm not sure how to create a support ticket in the community section.

[TheSterlinger]

https://eversafe.id.telus.com/user/forgotemail?locale=en&ForceAuth=true&_gl=1*9t4h8t*_gcl_aw*R0NMLjE.....

This is a public site.  On the main page at the bottom underneath the longin and password links there is a section that says forgot password? Forget email? He can click on that to enter the phone number and follow the steps. 

Couple things to keep in mind as to why the phone not working.

Is the acount paid up-to-date?

Does data work?

Is the phone a VoLTE enabled phone? There have been messages sent out regarding the 3g shutdown coming soon.

https://www.publicmobile.ca/en/get-help/articles/3g-usage-price-increase