payment voucher won't work though claims has been added

[loki_hulgaard]

Hello. Either my account isn't working (claims of suspension) or other problem(s) might have occurred. Please advise why I can't use my cellphone to call people when the payment was accepted and added. Thank you.

[softech]

@loki_hulgaard   

First, how much is your plan?  $15? $25?

Can you login to My Account and check if the account status is active?  Also, check if there is any amount there as Available Fund? 

The fund could be there but wasn't used for renewal , or you might not have enough fund for your plan still.

Login to My Account first and please provide us the answer  

[loki_hulgaard]

Hello the message I get is: "Sorry we cannot complete your call since you don't have an active plan on your account". I had added (on Friday) $20 from a payment voucher and it stated it was added. When I attempted to make phone calls I kept receiving this message. 

[hTideGnow]

Hi @loki_hulgaard 

have you open ticket with PM CS agent yet?  i think you should open it first while trying to make it work yourself

To open ticket:

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[softech]

@loki_hulgaard   

First, is your account status showing Active or suspended?

Do you see any amount showing in Available Fund?

And , are you trying to access My Account via Desktop or Mobile ?

Desktop:

https://selfserve.publicmobile.ca/en/account/overview

Mobile:

[loki_hulgaard]

please give more detailed instructions as to how to correct this problem

[loki_hulgaard]

Hello. I can't find the "plan/add-on" tab, please advise. It is not under "plans' as far as I can tell

[esjliv]

@loki_hulgaard  - did you just activate and have never had services, or were you suspended and just added funds to your account?

You will need to reactivate if your self serve (or when you call 611) is still saying suspended.

If it is Suspended status, but nothing is showing owing..

Try

1. Go to “Plan and Add-Ons” TAB
2. Select "Lost/Stolen Phone" TAB
3. Select "Suspend Service" BUTTON
4. Then, Select Resume/Reactivate Service
5. Log off your account. Log back in. Reboot your phone.

If still issues reactivating the plan, ask CSA for assistance.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[softech]

@loki_hulgaard 

did you load the voucher via *611 just now?  it could take a bit more time if you laod it that way.  Maybe 15 mins.  Just reboot your phone once every couple mins until it works.  

If you can login My Account,  it is better as you can tell exactly if the amount is updated on the system and if it has applied towards reactivating your plan yet.

[hTideGnow]

Hi @loki_hulgaard did you just manually paid?  If you did,  restart your phone once

Also, what is showing in My Account?  Active or suspended for status?

If suspended,  any fund showing as Available Fund? Is there a button Reactive My Plan?

[Meow]

Some vouchers require 24h to become active. Where did you get your voucher?

[hairbag1]

Dial 611 to make sure acct is ACTIVE or something else.

Try restarting phone.

Try removing sim for a moment...then re-install it.