reactivate service

[shahsunny]

my service probably expired how do i reactivate my same number?

[softech]

@shahsunny   what was error you got when calling *611?

Try to call from another phone to 1.855.4PUBLIC and then enter your phone number.   You can then load your voucher the same way as *611

If you are still unable to do so, try to open ticket with PM support using chatbot (use method 1 if you have the 4 digits PIN or method 2 if you don't)

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

You will be asked to login with your Community account first to start the process

Then before the ticket is submitted, you will be asked to use either My Account login or 4 digits pin, please choose PIN

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[shahsunny]

since I have forgotten my public mobile account password and also my Gmail password I need to find a way to top up using a voucher which I have already purchased but having trouble dialing *611, is there any way to get it topped up using customer service or something like that? 

[softech]

@shahsunny easiest way is to dial *611 on your phone and enter the voucher code

You can also enter it by logging into My Account 

[dust2dust]

Dial 611 or log in to the account to enter the voucher code.

[shahsunny]

problem is i have purchased a new voucher now where do i enter the recharge voucher?

[darlicious]

@shahsunny 

Or where to purchase vouchers at retail locations....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

[softech]

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@shahsunny wrote:

when i call my phone is says phone not in service. I need a voucher and couldn't find any shop today where i can go and buy it from. dont know how to buy it online 

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@shahsunny choices for voucher online:

recharge.com

ding.com

muskbird.com 

   (check the review by @darlicious here: https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/td-p/...) 

[dust2dust]

Go to recharge.com and use a credit card or paypal. You will get an email with the voucher code in it. Dial 611 and enter the voucher code. Get enough value to cover the plan cost.

[shahsunny]

i guess service stopped in jan 2023

[shahsunny]

when i call my phone is says phone not in service. I need a voucher and couldn't find any shop today where i can go and buy it from. dont know how to buy it online 

[hTideGnow]

HI@shahsunny  "probably expired"?  best to check the account status first.  Two way

1. Login to My Account and there is account status there

2. Call *611 from your phone or call 1.855.4PUBLIC and enter your phone number.  Listen to the recording and it will tell you your account status 

[esjliv]

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@shahsunny wrote:

my service probably expired how do i reactivate my same number?

---

@shahsunny - what do you mean by 'probably expired'?

Important question - are you are services working? If so, you can ignore messages on your account if it is going through renewal.

When logged into your My Account if you past your renewal date and it says Suspended, perhaps Autopay failed OR, you have been in nonpay status within 90 day. If this is the case, make a manual payment to reactive services, and let CSA know if this was an Autopay failure.

You can also look into obtaining a voucher to make a payment through 611 or My Account,  see here for info: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some vouchers found here: https://publicmobile.ca/en/on/payment-voucher

­­­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

[BKNS27 · Accepted solution]

@shahsunny 

How long has your account expired for nonpayment? If you haven't paid for service longer than 90 days then your account is closed, your SIM will not work and you can't access your account.

If it is less than 90 days, you need to make a payment on your account either with a CC or debit payment or purchase a voucher. You can also make a payment with a voucher by dialing 611 and enter the voucher number.

If your renewal date is tomorrow then your account will be temporarily put on expired and with be active tomorrow morning but service is still working. Ignore the expired status if you have sufficient funds or if you are on AutoPay. 

[darlicious]

@shahsunny 

Is your renewal tonight? Or have you already lost service? If your renewal is tonight or now basically then you should still have service. You will not be suspended until the very earliest 6am eastern if renewals are running on time.

If you do not have autopay and need to pay manually the  ability to top up is suspended until renewal payments are taken/debited from accounts. Once that occurs you have a 4 hour window to manually top up. Preferably do this via 611 as its automatic whereas paying during this 4 hour window in self serve can be problematic.

I may have an account going thru renewal tonight that I can check to see if it's been debited it's plan amount yet. If so you will be able to top up your account to avoid suspension. Gimme 5 to check for you.