The glitch is unfortunate because using lost/stolen as a troubleshooting technique can be very effective especially for simple reprovisioned of the sim card. It's only safely used to force payment when you are already suspended due to non payment. However in a pinch when customer support cannot be reached it can be used to fix an issue and contacting customer support after renewal for rewards can be achieved quite quickly these days.
HI @leahf When you resume your plan, make sure you confirm if you have all the rewards there. If you notice any missing rewards, you will need to open ticket with PM CS Agent to have them add the missing ones back for you
To immediately suspend your service log into your account and go to the plans or usage page. Click on lost/stolen. Suspend your service and confirm the action. Click resume and confirm to unsuspend your account.
For info on suspending for longer periods or travel click on the spoiler below.
You can suspend your service for up to 90 days before having to reactivate your service for at least 30 days at which time you can then suspend for up to another 90 days. However it is recommended to reactivate around day 85 in case you run into any issues....you will then have a few extra days to sort out any problems so you don't lose your account and phone number. Here are your options:
You can turn off autopay and allow the account to suspend at the end of your current 30 day cycle but this is your least advantageous option. Pay and reactivate by day 85 or so.
If you have an account balance that exceeds your plan amount then you need to suspend via the lost/stolen feature in your account before midnight eastern on the evening of your renewal. Then on day 85 or so resume your service to pay and reactivate.
Suspending via lost/stolen before midnight eastern will keep your voicemail active allowing you retrieve voicemail and any verification sent by phone calls. However your rewards will not be applied to your account. CSA contact after paying and reactivating is necessary to have the rewards applied manually.
Voicemail can be accessed by calling your pm number from a different phone by calling your phone # and pressing * once connected and entering your 4 digit voicemail pin #.
If you don't have an account balance or enough balance to cover your plan amount you can suspend via lost/stolen after midnight but before 2 am eastern on the day of your renewal. Once your rewards have been applied (usually by 12:15 am et) then suspend your account. Voicemail access will be lost.
Switching to the $15 plan with rewards helping to cover a partial or full amount of your plan allows you to call forward your pm number to your fongo number. Remove your sim card from your phone after call forwarding your pm phone # and put it somewhere safe before you leave Canada or safely stowed for travel. Now any incoming calling to your pm number will ring thru to your fongo number while on wifi or mobile data (w/a local or global sim card) You can access your fongo voicemail for all voicemail messages.
@leahf Click plans and add-ons then lost / stolen. You can suspend for 90 days but be sure to set reminder around 85 days to reactivate. As after 90 days account is deleted and number is gone.
The best way to suspend it would be to simply remove autopay. Your account will automatically be suspended after the current plan expires, and will remain so for 89 days after. After 90 days of it being suspended, your account will permanently get deleted, so make sure you don't let it stay suspended for that long.
