08-26-2021 10:43 PM - edited 01-06-2022 03:14 AM
today was billing day, but i received a text saying "Public Mobile here. Your plan did not renew because we did not receive your payment. Make a payment at https://selfserve.publicmobile.ca. If you have recently made a manual payment, please ignore this message."
this is bizarre because i have autopay set up and the credit card should have automatically gone through. i can't get into my account to pay manually because it is locked apparently. i think my best bet is to get in touch with an agent but they make the process so convoluted i can't figure it out. so i currently receive no texts, can't call or access data. can anyone help please?
Solved! Go to Solution.
08-27-2021 12:31 PM
Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice service Team the will help you 100%.
Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket
Good Luck
08-26-2021 11:29 PM
You won't get any customer support tonight but open a ticket or send a private message anyways so you can reset your password and account pin# when they open in the morning. Any chance you used the same 4 digit pin # for your voicemail pin#? You can also check your texts from 611 as they send you your pin # when you first sign up.
Otherwise buy a voucher. Vouchers from 7/11, Shell stations, SDM and London Drugs are all immediately valid upon purchase and loadable via 611 without your account pin #. Dial 611 then press (1) and (1) again and enter your 12 digit pin code from the voucher. After confirmation of it loading successfully hang up and reboot your phone. Your service should automatically reactivate.
More info here...
08-26-2021 11:27 PM
@gavrados wrote:hey that's a good tip *611. only problem i need to enter my account pin... and i forget what that is. would i have picked it like a password and can i reset it?
If you've already paid for a top up voucher from a retail or online store, your account PIN wouldn't be needed to use the voucher. I know that's no ideal, but it's likely the fastest way to get your service working again.
08-26-2021 11:09 PM
@gavrados wrote:hey that's a good tip *611. only problem i need to enter my account pin... and i forget what that is. would i have picked it like a password and can i reset it?
you are lucky.. PM Customer Support Agent can reset for you.
Since you lost both My account logon and PIN, you can do it on the same ticket.
08-26-2021 11:03 PM
@gavrados wrote:hey someone suggested *611. for that i need my pin, how do i find that?
Did you write it down and put it away for safe-keeping somewhere ? Good thinking, if you did !!
08-26-2021 11:00 PM - edited 08-26-2021 11:01 PM
@gavrados wrote:hey someone suggested *611. for that i need my pin, how do i find that?
If you do not know your pin choose chat bubble in lower right hand corner to contact a CSA to recover your pin.
08-26-2021 10:59 PM
hey someone suggested *611. for that i need my pin, how do i find that?
08-26-2021 10:57 PM
hey that's a good tip *611. only problem i need to enter my account pin... and i forget what that is. would i have picked it like a password and can i reset it?
08-26-2021 10:52 PM
@gavrados can you try calling *611 and load fund that way?
If not, first try to try to get back on My Account by using Forgot Password. You will have to answer the security question before you can reset the password
if you are unable to do so, you might have to open a ticket to get that sorted out
08-26-2021 10:48 PM
@gavrados wrote:today was billing day, but i received a text saying "Public Mobile here. Your plan did not renew because we did not receive your payment. Make a payment at https://selfserve.publicmobile.ca. If you have recently made a manual payment, please ignore this message."
this is bizarre because i have autopay set up and the credit card should have automatically gone through. i can't get into my account to pay manually because it is locked apparently. i think my best bet is to get in touch with an agent but they make the process so convoluted i can't figure it out. so i currently receive no texts, can't call or access data. can anyone help please?
Please go back into the chatbot by clicking on https://widget.telus.tiia.ai/publicmobile/publicmobile.html and then type something such as "cannot process payment". You will eventually be given the option to open a ticke talk to a customer support agent.
In the meanwhile, you could buy a voucher from a store to get your service working and dial *611 from your phone to apply the payment.
08-26-2021 10:47 PM
@gavrados- Is you phone still working? If it is, it might simply be a system glitch. That said, I would contact a Customer Support Agent and get into your account. While in touch with the agent you might be able to get to the bottom of the message/failure to process payment.
08-26-2021 10:46 PM
@gavrados If you cannot get the password to reset using the Forgot Password link, then you will have to contact CSA asap.
Here’s when and how to contact our Customer Support Agents:
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If you need to contact PM Customer Support Agent, send a Private Message.