reactivate a phone

[Mathews1154]

updated my credit card. It worked for 2 phones on the account but not for the third So the phone was suspended today. Tried to reactivate the phone by doing various things. Tried making a payment giving a specific amount and also with 'amount owing' . Still says phone is suspended

[darlicious]

@Mathews1154 

If you tried to update all three accounts at the same time the third attempt would automatically fail but waiting one hour may have cleared the wait time on two attempts per hour. Or if a fraud alert was triggered you would have to wait at least 24 hour or contact customer support to remove it.

If today is the next day after attempting to add the payment card and not the same day as the other two accounts will renew then proceed with updating the credit card after reviewing the info in the link below. However if the other two accounts renewed today then its advisable to wait until midnight eastern tonight to add the payment and reactivate the account otherwuse there is a very high likelihood that one of the three acvounts will suffer an autopay failure every renewal by triggering the fraud alert everytime the accounts renew due to the limitation of only allowing two payment charges to go thru at anyone time.

https://productioncommunity.publicmobile.ca/t5/Get-Support/how-to-change-the-credit-card/m-p/722733/...

Edit:

If you need info on vouchers then read this post:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Purchasing-or-Adding-a-Public-Mobile-Vouc...

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[esjliv]

@Mathews1154  - a bit of time may help you here. If a fraud alert was triggered (as @dabr already posted), this may clear up after an hour or so.

So, if you wait and try again later, hopefully it will work then.

When you do, try a different browser or open a tab in incognito mode then try to update info.

When you make a payment try the 'manual' amount option. If $0 is showing owing, try adding $1 manually, see if you can then reactive your account.

If still issues, try listing your phone/account into lost/stolen status. Log out of the self serve account. Restart phone, log back into self serve and 'find' your phone.

Can you then reactivate services?

[dabr]

@Mathews1154   Trying to update all 3 accounts with the same CC may have triggered a fraud alert for the third attempt on your CC. 

Can you add another CC for the third account or purchase a voucher from SDM, London Drugs or Canadian Tire or Shell and load the funds by dialing 611 on your phone until you're able to speak with the CC company to sort out what happened?

[RossN]

@Mathews1154 hi are you saying you have 3 phones on one account? in order for things to work properly each phone must have a separate email and account you will need to contact a cs agent to fix this 

1. hi you can open a ticket through Simon here https://publicmobile.ca/chatbot.

type  account issues

2. alternatively you can private message them here

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

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