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New in Town / Nouveau en Ville

Have money on my account but plan wont restart

I put enough money on my account to reactivate my plan 3 days ago and my phone still does not work. Can anyone please help me with this 

Mayor / Maire

Re: Have money on my account but plan wont restart

@zaykowskis sorry to hear about this.  Did you try the reactivate button in your self-serve account after topping it up?

 

PS you've posted in the lounge, which is an area for off-topic discussion.  This is probably why your post hasn't gotten much attention.  For future reference, you may want to post a topic like this in either the Self-Serve or Paying for your Service section of the community for better visibility.  


>>> ALERT: I am not a moderator. For account or activation assistance, please click here.
Oracle

Re: Have money on my account but plan wont restart

Post moved to paying for service to improve visibility. 

Great Neighbour / Super Voisin

Re: Have money on my account but plan wont restart

Have you logged into your account and clicked on "reactivate plan"?

Mayor / Maire

Re: Have money on my account but plan wont restart


@zaykowskis wrote:

I put enough money on my account to reactivate my plan 3 days ago and my phone still does not work. Can anyone please help me with this 


@zaykowskis 

  1. Put phone in airplane mode wait 5 minutes turn off airplane mode.
  2. Add another $1 to your acount and restart your phone
  3.  Try the lost/stolen phone trick:

    Warning: By perforning the following procedure there is a strong chance that you will have to forfeit your AutoPay reward for the current period. If you have AutoPay enabled use at your own risk.

    To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait 15 minutes. Report your phone found. Re-start you phone

Mayor / Maire

Re: Have money on my account but plan wont restart

If you still have problems after trying the lost phone trick and adding a manual payment then contact a moderator.

Moderator can be reached at 

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

Mayor / Maire

Re: Have money on my account but plan wont restart

@geopublic   Is losing the autopay discount, when doing the lost/stolen trick, something new or has it always been this way, official or unofficial?  

 

I don't remember if that happened when I tried that a few months back without going back to look through my CC statements, so was just curiousSmiley Happy

Mayor / Maire

Re: Have money on my account but plan wont restart


@dabr wrote:

@geopublic   Is losing the autopay discount, when doing the lost/stolen trick, something new or has it always been this way, official or unofficial?  

 

@dabr  Recently a customer posted a reply from a moderator that the reason they lost their AutoPay for the period was because they suspended their account via the lost/stolen option. The moderator also mentioned that suspending your account for minutes will result in forfeiting the AP reward. I have asked the moderator team to verify or deny this but still waiting for their response. So until there is an official response I will keep the warning when making the recommendation.

 

I don't remember if that happened when I tried that a few months back without going back to look through my CC statements, so was just curiousSmiley Happy


 

Mayor / Maire

Re: Have money on my account but plan wont restart


@geopublic wrote:

@dabr wrote:

@geopublic   Is losing the autopay discount, when doing the lost/stolen trick, something new or has it always been this way, official or unofficial?  

 

@dabr  Recently a customer posted a reply from a moderator that the reason they lost their AutoPay for the period was because they suspended their account via the lost/stolen option. The moderator also mentioned that suspending your account for minutes will result in forfeiting the AP reward. I have asked the moderator team to verify or deny this but still waiting for their response. So until there is an official response I will keep the warning when making the recommendation.

 

I don't remember if that happened when I tried that a few months back without going back to look through my CC statements, so was just curiousSmiley Happy


 


Thanks, will try and check through my CC statements to see if that happened.  Makes sense to warn about it when recommending the lost/stolen trick too and will have to remember to also add that caveat too until it's clarified. 

 

Keep us posted when you hear backSmiley Happy

Great Neighbour / Super Voisin

Re: Have money on my account but plan wont restart

Have you restarted your phone? That might help.