Suspended account

[jaemyung2409]

Hi,

This is quite urgent problem.

Recently, I lost my credit card so I think auto-pay was not successfully processed.

Hence, my account is suspended and even service is not working now.

Could you give me access to change the credit card information?

Previous card is blocked so I need to update new card information.

Thanks,

edited by computergeek541: phone number removed

[Anonymous]

 @jaemyung2409 : This is the problem with someone else horning in on your thread. That reply was to the other person.

[jaemyung2409]

Only one day

yesterday it was working

[hairbag1]

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@rockinrod04 wrote:

I would like to change my credit card information to reinstate my account

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How long has your account been Suspended ? 90days after latest renewal expires and then your account closes down for good. You need a new sim to start a whole new account.

[rockinrod04]

I would like to change my credit card information to reinstate my account

[HALIMACS]

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@jaemyung2409 wrote:

Is there any other way that I can reach the agent in public mobile?

Email or phone number?

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@jaemyung2409

All service (except for activation assistance or porting issues or privacy related inquiries) are not conducted live.

Please see the Get Help article on how to access help:

Help Articles (publicmobile.ca)

[Anonymous]

 @jaemyung2409 : While you're waiting and trying to figure out contacting the moderators, use recharge.com to buy a voucher to cover your plan cost and use the 611 service to redeem it.

Or go to one of many stores. Or go to a few locations to do Instant Top-Up

That way your services can function again and then you have the luxury of time to figure out the account access and payment card.

[hTideGnow]

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@jaemyung2409 wrote:

When I am talking with Simon and reached to the stage of  "Submit a ticket".

The screen is converting to the log-in screen. But I cannot log in with my ID and PW (don't know why) but I think the reason is "suspension".

Then the only way is leaving a message to moderator?

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@jaemyung2409  you can open a ticket by private message to the Mod team, but the  response time with this way might be longer

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

[computergeek541]

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@jaemyung2409 wrote:

When I am talking with Simon and reached to the stage of  "Submit a ticket".

The screen is converting to the log-in screen. But I cannot log in with my ID and PW (don't know why) but I think the reason is "suspension".

Then the only way is leaving a message to moderator?

---

Select the option that you don't know your self serve password. It then lets you prove to the moderators that the account is yours using other methods.

Also, with the instructions that I provided earlier, your self serve password doesn't get asked for. it sends you to a screen to get your password reset.

[jaemyung2409]

When I am talking with Simon and reached to the stage of  "Submit a ticket".

The screen is converting to the log-in screen. But I cannot log in with my ID and PW (don't know why) but I think the reason is "suspension".

Then the only way is leaving a message to moderator?

[JK8]

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@jaemyung2409 wrote:

Hi,

I cannot access to my account due to suspended account problem.

I would like to change the card information. Autopay was not processed well for this month.

What should I do?

I know account number but not working with my email and password.

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Contact a moderator (Public Mobile representative) for assistance:

(second option below is easiest to submit a ticket)

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.

• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

[RossN]

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@jaemyung2409 wrote:

Hi,

I cannot access to my account due to suspended account problem.

I would like to change the card information. Autopay was not processed well for this month.

What should I do?

I know account number but not working with my email and password.

---

@jaemyung2409 

hi if you tried your password reset  or forgot your security question and it does not work you may need to contact a moderator to help you can do so by clicking the chat bubble at the lower right corner,to avoid going around in circles with Simon say that you want a human to speak to, a ticket will then be generated briefly mention your issue password reset

 you should get a response between 2 to 48 hours a reply should show up in your little envelope in the top right corner, you can also  send a private message to the Moderators by clicking here.

[jaemyung2409]

Hi,

I cannot access to my account due to suspended account problem.

I would like to change the card information. Autopay was not processed well for this month.

What should I do?

I know account number but not working with my email and password.

[jaemyung2409]

Is there any other way that I can reach the agent in public mobile?

Email or phone number?

[computergeek541]

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@jaemyung2409 wrote:

Thanks,

I really want to talk with agent (human).

I will try leaving a message to moderator team.

Hope to get a reply soon.

---

Moderators are people.

[jaemyung2409]

Thanks,

I really want to talk with agent (human).

I will try leaving a message to moderator team.

Hope to get a reply soon.

[computergeek541]

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@Anonymous wrote:

you need send a private message to @Moderator_Team. clicking here.

In your message put it, please include.

- your account number

- your phone number 

- your account PIN

- explanation to them nice Team and nice service 💐

Good Luck 🌹

---

@Anonymous 

Please note that this information is outdated. This is not the way that Public Mobile asks for customers to open a ticket. Whenever possible, all tickets should be going through SIMon. I do realize that sometimes, this method is needed when SIMon isn't applicable or isn't available, but please update your saved information about how to contact the moderators.

[computergeek541]

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@jaemyung2409 wrote:

I cannot access my account unfortunately.

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You can still make a payment using a voucher through *611.

If the forgot password option doesn't work for you, you'lll need to open a ticket to the modearators by going to https://widget.telus.tiia.ai/publicmobile/publicmobile.html . Once there, type in "forgot security question answer".

[Anonymous]

you need send a private message to @Moderator_Team. clicking here.

In your message put it, please include.

- your account number

- your phone number 

- your account PIN

- explanation to them nice Team and nice service 💐

Good Luck 🌹

[jaemyung2409]

When I call *611, there are only two options.

It says my phone number is suspended.

To solve it, make a payment.

But there are only two options.

Pay with public mobile voucher or pay with previous registered card.

What should I select?

[jaemyung2409]

I cannot access my account unfortunately.

[Anonymous]

you need to immediately remove your personal info everyone can see it. Click 3 dots on right of your post and click edit reply to remove. You don't want to be a simjacked victim

and make a call 611 and remove your credit card or go to 

Public Mobile - Account Log In

to update cards log into the account. Click payment then bottom left manage my card.

[jaemyung2409]

I don't know why but I cannot log in with my email and password either. 

[hTideGnow · Accepted solution]

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@jaemyung2409 wrote:

Hi,

This is quite urgent problem.

My phone number is xxxxxxxxx.

Recently, I lost my credit card so I think auto-pay was not successfully processed.

Hence, my account is suspended and even service is not working now.

Could you give me access to change the credit card information?

Previous card is blocked so I need to update new card information.

Thanks,

edited by computergeek541: phone number removed

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did you try to logon to My Account to update the credit card information and unsuspend your account?  Do you remember your email used for My Account and the password?   You can try Forget password if you know the email used.  

If you don't remember the email used, you will need to open a ticket with the Mod using the "bubble" at the lower right corner. 

[JK8]

@jaemyung2409 

Can you log into self service to add your new cc info?

[computergeek541]

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@jaemyung2409 wrote:

Hi,

This is quite urgent problem.

My phone number is xxxxxxxxx.

Recently, I lost my credit card so I think auto-pay was not successfully processed.

Hence, my account is suspended and even service is not working now.

Could you give me access to change the credit card information?

Previous card is blocked so I need to update new card information.

Please proceed to selfserve.publicmobile.ca to add your new credit card and then make a manual payment. If you do not have one, you can purcahse a top up voucher from one of many retail locations that sell them. Thes stores often include convenience, grcoery, and drug stores, and gas stations..

[Oracle365]

I would recommend opening a ticket with a moderator for this issue and mark it urgent.