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Unable to redeem rewards

mm991
Great Neighbour / Super Voisin

I am unable to redeem rewards because the rewards website says that my plan is expired. I renewed my plan on September 11 after the initial charge failed due to my card details changing. I have service and the main account website does not show any issues. I believe the rewards website is out of sync. Please let me know what I can do here.

9 REPLIES 9

RavingRaven
Model Citizen / Citoyen Modèle

@mm991 

Do you want to redeem for $15 bill credits to reactivate your account? If you have enough points to do so (15 points=$15) then go to your rewards account  via the drop down menu (Click the "X" on the rewards pop up as this link does not work.)

On your rewards page go to the catalogue and redeem points for the $15 bill credit. Any excess to your plan will remain as a credit and any excess funds owing for your plan amount will need to be paid via your registered payment card or payment voucher.

Once you redeem for bill credits and/or pay any amount still owing your account will automatically reactivate. It may take an hour or two to update in your self serve account but your service should be working right away on your phone. Reboot if necessary.

hi @mm991 

it's weird the cycle was correct but still show service on hold.  You need to submit ticket with PM support agent to check.  

and just to clarify, you have just posted in the Community and we are customers only.  To submit proper ticket, please follow the steps I posted above

you just posted your issue with the community , not opened ticket.  To open ticket, just use the Orange Chatbot icon on the lower right. Type the question Submit ticket and select Contact Us to get to ticket open screen       

or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

AK32
Model Citizen / Citoyen Modèle

I would use the link i shared earlier and message Public Mobile directly to look into this.  It is the only way to contact them directly. 

mm991
Great Neighbour / Super Voisin

I was told to open a ticket here from the chatbot. If this is the incorrect forum please let me know where I should go.

mm991
Great Neighbour / Super Voisin

I have tried Incognito, erasing all history, and a second device (my laptop). This is what I see on My Account:

IMG_3398.jpeg

And again, I have service.

Here is what I see on Rewards:

IMG_3399.jpeg

Clicking "Subscribe Now" just takes me to My Account, where I can clearly see that my plan is not expired...

Can a Public Mobile representative please look into this?

hTideGnow
Mayor / Maire

hi @mm991 

what is the account status showing on My Account?  If it is active, it should be good

how you access Rewards to redeem?  Try using Inocgnito/private/secret mode on your browser login My Account first.  Then click Rewards on the top right of the site and try to redeem that way

if same, ask support agent to help,, they might be able to help you to redeem.  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 

slusagm
Mayor / Maire

try using browser with Incognito mode to login rewards site and try again

 

AK32
Model Citizen / Citoyen Modèle

Very strange, if your plan is active now and no service issues you should be able to redeem your rewards on your account. I suggest logging into the website from a private/incognito browser, this way any cookies lingering around wont influence the display.  If the same issue happens on a private/incognito browser, i would reach out to a Public Mobile agent here:

 

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

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