Suspended account

[Andy1968]

I’ve paid my bill and updated my card details and after 24 hrs it still says my account is suspended.

my account says subscription is active but cannot make calls or anything 

[hTideGnow]

hi @Andy1968 

maybe just browser cache, please use Incognito/private/secret mode on your browser to login My Account to confirm the phone number 

If same,  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Andy1968]

I paid with my debit card and updated my account. Nothing happened for 24 hours so I’ve purchased a New and now my son’s phone won’t work and I have his number connected to mine. I’ve lost my number.

[hTideGnow]

hi @Andy1968 

If account is already suspended, after you updated your card, the system won't try to use the card to renew.  So, you need to manually make the payment to resume service 

Please use this link to make payment 

https://myaccount.publicmobile.ca/en/account/payment/funds/card

[ORNGNBLK · Accepted solution]

Hi @Andy1968 

You will want to reach out to an agent for specific account questions. They may need to do a network reset, or something else behind the scenes. Hope this helps. 

Open a ticket by clicking the orange message icon on the bottom right of screen or send  a  private message   To CS_Agent                   https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437