Urgent Help Please

[DSMK]

I have a SIM card, I have an account and a plan.  But when I try to go into my account, I get in this loop of 2 choices: 1. to reactivate or 2. to log in over and over and over.  I just want to update my credit card, but can't get into my account

[hTideGnow]

hi @DSMK then, don't try to "activate" there, ask PM agent to help to sort out. Message them

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

[DSMK]

When I try to reactivate and say that I have a SIM card & put in that number, it tells me that SIM card is already in use.  Well, of course it is!  I am using it.  So I can't reactivate either.  So frustrated!

[Chalupa_Batman]

---

@DSMK wrote:

I have a SIM card, I have an account and a plan.  But when I try to go into my account, I get in this loop of 2 choices: 1. to reactivate or 2. to log in over and over and over.  I just want to update my credit card, but can't get into my account

---

To me, this seems like you let your account laps or your credit card expired and the account has been placed on an up to 89 day freeze until your credit card is updated. I assume your phone is no longer operating? If your phone IS working, then contact a CS Agent for help. If your phone is not working and your account is on hold until you update your credit card, I'd go with reactivate. 

[hTideGnow]

hi @DSMK is that new activation and you just received your sim card in the mail? Did you try login using Public Mobile app?

if same error, please message support agent and try will help to update the sim card number 

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

[slusagm]

somehow PM system cannot find your My Account with your email login. PM can help with a ticket.  

  You won't be able to open proper Chatbot ticket, so just message them

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