Suspended account/New card for Payment

[Ev2006]

My daughter has a public mobile phone and my credit card pays for it. My card has expired and I need to add a new card for automatic payment but she did not make an online account and now her phone has been suspended. So we cannot make a new online account to add the new credit card because her phone is suspended and she can't get the text to make the online account. Any ideas?

[Ev2006]

Thank you!

[darlicious]

@Ev2006 

Only will work....customer support cannot access an account that hasn't been created by the customer finishing the in store activation's account creation. For additional information about vouchers read the spoiler below.

Spoiler

In the meantime you could pay by voucher. They are readily available. It's easiest to add vouchers via 611. Once connected press (1) then (1) again and enter the 12 digit PIN #. If added successfully you will get a verbal confirmation followed by a text from 611 confirming you have made a successful payment.

You only get two attempts at making a payment (successful or not) either thru 611 or your self serve account total combined. You the have to wait one full hour before trying again. There are limits at how many attempts you get within a given time period although that number is not confirmed ( maybe 12?) before the system will lock you out for 24 hours.

Some vouchers take up to 24 hours to become valid and loadable onto your account.

Vouchers are available at many small cellular businesses and larger retailers. The following list of retailers that all offer pm vouchers that are immediately valid upon purchase.

1. London Drugs
2. Shell Stations
3. 7/11
4. SDM
5. TMS
6. RCSS
7. Wal-Mart
8. Circle K
9. Petrocan

RTP (real time payments) are available at Canadian Tire gas bars and Mobil stations for a $1 fee and are loaded by giving the clerk your 10 digit phone number.

Online payments can be made at recharge.com and ding.com for about an 8% to 26% surcharge.

More member contributed info and real examples of vouchers can be found here:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Voucher-Catalogue/m-p/479165#M343905

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[hTideGnow]

HI @Ev2006   Sound like you setup everything in store and hence didn't get the My Account setup in time

Just open a ticket with PM Support and see what they can do for you.  Maybe change the card for you or help you to get the My Account setup first

Message them directly:

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

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

[Meow]

How was your CC associated with her account if she does not have self-serving account?

[JL9]

This is the best route to go because it will get her phone back up for next month and once active you can then sign up for a self serve account

[BKNS27]

@Ev2006 
As noted by @dust2dust, purchase a voucher from several locations like London Drugs or Walmart or several gas stations to purchase a voucher and top up over 611. Then contact a CS_Agent to help your daughter to activate a new account via private message or create a ticket via SIMon Chatbot on this Community page.

[dust2dust]

Easy. Buy a voucher online or in stores. Dial 611 to enter it. Or use instant top-up in a few stores. Account reactivates. Create account. Change credit card. Only make two attempts per hour if they don't work.

[JK8 · Accepted solution]

@Ev2006 

If you go through your email accounts you maybe able to find the Welcome message from Public Mobile and then use the Forgot your password link. If not contact a CS Agent:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
• Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

Customer Support Agents are available:

• Monday to Sunday: 6 AM to 10 PM EST