01-10-2022 04:03 AM
Tried to submit a ticket for not receiving holiday giveaway of 2g data and 500 minutes, but can’t get pass verify account step. Tried with account login, pin verification and the last verify account option, even though I gave correct info, but verification failed
01-14-2022 11:10 AM
@Dgraziani wrote:yes my services still work, just panicked a little bit, I still sent the csr a message and see what it is.
@Dgraziani you said earlier that it said your plan is suspended , was it from an email saying that or from My Account showing that?
If was from an email, then likely you are part those who received the email by mistake, system glitch again 😞 should be ok especially you have service still.
01-14-2022 07:01 AM
yes my services still work, just panicked a little bit, I still sent the csr a message and see what it is.
01-10-2022 01:08 PM
close all Browser and do clear cache and cookies for any Browser,
and try open one Browser incognito mode,
you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to
them can solve your issue, they are nice Service Team they will help you 100%.
Here’s How To Contact Customer Support Agent
Good Luck...
01-10-2022 06:13 AM - edited 01-10-2022 06:15 AM
Are you currently going thru renewal? Are your services still working? If so ignore the suspended warning if you are on Autopay or have a balance that covers your plan amount. Renewals often run late....as long as you still have service there is nothing to worry about.
As far as the holiday gifts go....did you reply YES to the text from 4911? If so you followed the only terms required of the customer to recieve the gifts. Include a screenshot of your reply to 4911 in your private message. Here is a template of how I send a private message.
Edit:
Added OP.
Send a private message... Contact the CSA's (formerly moderators) by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:
If you cannot remember your pin # include at least three ( if they apply)of the following:
The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.
Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the CSA's (formerly moderators.) Responding promptly will speed up service times.
Do not post any of this info in the community only in your private messages when communicating or contacting the CSA/Moderator_Team.
To send a private message to the CSA's (formerly moderators) click below
: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
01-10-2022 06:08 AM
@Dgraziani wrote:I have also had the issue of not submitting ticket, even though I am on autopay and my credit is correct it says my plan is suspended
Do you still have services? If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.
So, if this is the case, ignore these messages on your SELF SERVE account.
If you have no services, and it is past your renewal, maybe your autopay failed?
If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.
01-10-2022 05:58 AM
I have also had the issue of not submitting ticket, even though I am on autopay and my credit is correct it says my plan is suspended
01-10-2022 04:09 AM
@mzhou2020 wrote:Tried to submit a ticket for not receiving holiday giveaway of 2g data and 500 minutes, but can’t get pass verify account step. Tried with account login, pin verification and the last verify account option, even though I gave correct info, but verification failed
There's been issues with tickets. Send a private message to CS_Agent. https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437