01-02-2025 12:51 AM
My phone was stolen so I put my account on hold. I have now got a new phone but every time I try to purchase an e-sim on the App I am told that my payment has failed. My credit card is in good standing, the payment is actually $0 (free) due to having a $5 credit, but it won't process. I can't resume my account because the physical SIM is in the stolen phone. My account is stating I also owe for December even though I suspended my account in November. I wanted to retrieve my old phone number, I have submitted a ticket 3x and got NO RESPONSE. Very poor service and I will be closing mine and the hubby's account if this continues. Any suggestions.... I even reset my network. Thanks in advance.
Solved! Go to Solution.
01-03-2025 12:52 AM
I connected with a PM rep today and she helped me get my service resumed and my new esim purchased and activated. So I am pleased to say I also got my old number back! Thanks everyone and happy new year!
01-02-2025 11:49 PM - edited 01-02-2025 11:51 PM
The $5 credit is probably 'hold' for the amount owing. Plus your service is suspended. That's probably why you cannot switch to eSIM.
My suggestion is to make the payment to resume service first (the $5 credit should apply), then switch to esim on your new phone.
01-02-2025 03:34 AM - edited 01-02-2025 03:37 AM
If your account is suspended due to Lost/Stolen Device.
You will need to make a manual payment first to restore service by dialing 611 or calling 1-855-4PUBLIC with a CC, debit or vouchers. Then clear the cache on your browser and enable Subscribe for future payment and make your purchase for an eSIM as long as your phone is eSIM compatible.
If that failed then you need to wait for an agent to reply back in your Message tab by tapping on your avatar. The agents are probably still on holidays. Their normal hours are 9:00am to 10:00pm EST.
If you decide to port your number to another carrier. Your account must be active so you can reply to the text confirming you are porting out.
Or you can pick a new number with your new carrier and leave your account suspended and after 90 days. Your account will be closed and your SIM will stop working and your number will be returned to the carrier you got the number from.