Voucher added, account balance but plan won't start

[Matt91]

Hi

I have got a new SIM with a new number and wanted to start a plan with a payment voucher as i dont have a Canadian credit card yet (recently moved from the UK). 

Payed for the $40 Plan, have $40 showing in my balance online but it says my plan has expired even though it's never been used. I can't seem to find anyway to pay for the plan using the balance in my account.

How do I get this to work?

Thanks, Matt

[esjliv]

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@computergeek541 wrote:

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@esjliv wrote:

Hi @Matt91 ,

If you want the $40 plan, don't you have to put enough funds in to pay for $40+taxes to cover everything?

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$40 in Public Mobile account balance means that tax has already been paid on that $40.

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@computergeek541  OK - Thanks👍

[computergeek541]

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@esjliv wrote:

Hi @Matt91 ,

If you want the $40 plan, don't you have to put enough funds in to pay for $40+taxes to cover everything?

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$40 in Public Mobile account balance means that tax has already been paid on that $40.

[esjliv]

Hi @Matt91 ,

If you want the $40 plan, don't you have to put enough funds in to pay for $40+taxes to cover everything?

[maximum_gato]

@Matt91 

If @gpixel  advice doesnt work....if you didnt suspend your service with lost/stolen (otherwise report found) then use the lost/stolen feature to reprovision your sim card and it should force the system to take your payment. Then reboot your phone.

[gpixel]

@Matt91 go back to your plans and add-ons page and pick the $40 plan and it will apply it to your account. right now all you did was add funds into your account for some odd reason. so I'm guessing it didn't provision properly. 

if that's doesn't work then contact customer support mods here

type "no service"

(use the chat bubble options, then click "submit a ticket, click me" option)
https://publicmobile.ca.ada.support/chat/

make sure to check your inbox(top right corner envelope icon) periodically, for a message

tiana_v left right on time lol

[computergeek541]

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@Matt91 wrote:

Hi

I have got a new SIM with a new number and wanted to start a plan with a payment voucher as i dont have a Canadian credit card yet (recently moved from the UK). 

Payed for the $40 Plan, have $40 showing in my balance online but it says my plan has expired even though it's never been used. I can't seem to find anyway to pay for the plan using the balance in my account.

How do I get this to work?

Thanks, Matt

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I'm confused because you said new sim card and new number.  Is this a brand new account?

If this is a brand new account, you wouldn't have been able to get into your self serve account unless the payment had already been made and the service already activated.  It also wouldn't show $40 in the balance since it would have already been used up.

Is this an account that was existing before and was simply in suspended state? If that's the case, try clicking the reactivate plan button.

[sunflowershine]

@Matt91 You just need to add the plan ($40) and the payment will be applied.