topic Re: Autopay Not Working in Get Support

Autopay Not Working

ReallyPissedOff — Tue, 04 Jan 2022 09:43:48 GMT

I've used the same RBC Visa Debit to pay for my service on Autopay for more than 3 years and now all of sudden the funds didn't draw this month.

The card is valid and there's sufficient funds in the account, is anyone else having these issues?

Re: Autopay Not Working

softech — Thu, 30 Dec 2021 05:29:33 GMT

@ReallyPissedOff

You login to My Account and confirmed that the account status is Suspended?

Autopay fails sometimes for no reason

Try to do a manual pay and see how it goes. Login to My Account, Payment Tab, One time Payment

First select Amount Due and see if payment goes thought

If not, then try again with "Other" and enter the plan amount +$1 extra

once payment goes through, click on "Reactivate current plan" if it is there

Then logoff My Account and reboot your phone

Re: Autopay Not Working

pkaraa — Thu, 30 Dec 2021 09:28:30 GMT

@ReallyPissedOff is anything changed since it was charged last time.

New card with new expiry date and new CVV...

New address may be?

Click on Manage my card in 'my account' and try to remove the card and add it again. Meantime if your account have got suspended then pay with a voucher to get your plan back.

Re: Autopay Not Working

Taheshia — Thu, 30 Dec 2021 09:54:52 GMT

Re: Autopay Not Working

Taheshia — Thu, 30 Dec 2021 09:55:18 GMT

I am having this issue as well.

Re: Autopay Not Working

pkaraa — Thu, 30 Dec 2021 09:56:15 GMT

@Taheshia you also follow the same route and let us know if that works for you.

Re: Autopay Not Working

Taheshia — Thu, 30 Dec 2021 10:03:33 GMT

That route did not work for me. I have the balance in my account and cannot access autopay.

Re: Autopay Not Working

esjliv — Thu, 30 Dec 2021 11:50:44 GMT

@ReallyPissedOff wrote:
I've used the same RBC Visa Debit to pay for my service on Autopay for more than 3 years and now all of sudden the funds didn't draw this month.

The card is valid and there's sufficient funds in the account, is anyone else having these issues?

@ReallyPissedOff - your user name makes me tense, and I want to take a deep breath.

Do you know your Autopay is not working because you LOST services on your phone?

If you have no services, and it is past your renewal, your autopay likely failed.

Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

Methods to contact the Customer Support Agents (CSA): https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator

If you still have services, 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.

Re: Autopay Not Working

HALIMACS — Thu, 30 Dec 2021 12:35:31 GMT

@ReallyPissedOff @Taheshia

Had you viewed this earlier? .... however now is it no longer there?

Much ado about nothing, except poor messaging by Public Mobile on the eve of a normal renewal cycle.

Re: Autopay Not Working

ReallyPissedOff — Thu, 30 Dec 2021 13:28:50 GMT

Nothing has changed, see my original post.

Re: Autopay Not Working

Alexxja — Thu, 30 Dec 2021 13:42:43 GMT

Have you checked with your bank? Perhaps the problem is they froze your card...? With Christmas time its possible weird charges were added to it and they froze your card for security. That would explain why autopay didn't go through.

Re: Autopay Not Working

HALIMACS — Thu, 30 Dec 2021 13:44:18 GMT

@ReallyPissedOff wrote:
Nothing has changed, see my original post.

I see that you're @ReallyPissedOff .

So you still have no ability to talk, text, or use mobile data?

Re: Autopay Not Working

softech — Thu, 30 Dec 2021 16:05:34 GMT

@ReallyPissedOff So, you tried manual pay for BOTH Amount Due and Other (with Plan Amount + $1 extra) and failed both?

You have used your credit card for 3 years, any chance it is the expiry date?

do you have another credit card to add on the system instead?

To have your service back quick, you can get a voucher from SDM/Shell/7-11 and load it onto your account via *611 or My Account (getting from this place is best as their voucher will work immediately , other places might have a 24 hours wait time)

You can also open a ticket with PM support to look into the issue:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: Autopay Not Working

softech — Thu, 30 Dec 2021 16:06:31 GMT

@Taheshia wrote:
I am having this issue as well.

@Taheshia , What have you tried so far? did you try to pay manually by paying "Amount Due" or by paying "Other" and enter the Plan Amount +$1?

Re: Autopay Not Working

Anonymous — Thu, 30 Dec 2021 18:33:32 GMT

@ReallyPissedOff

you can Remove your credit card and Logout and

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link,

and Restart your computer, is will help a lot,

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and log in and re entered your credit details,

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

How To Update or Remove Your Payment

Follow these steps:

1. sign in to Self-Serve. Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

and go to test your credit card

1. Click on Payment

2. Make a Payment

3. one Time Payment

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. you will do manually enter Amount:$$ + $1 extra

7. Click ‘Submit’,

9.after payment successful, you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.

10. and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,

and if can't fix it 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 the will help you 100%.

Here’s How To Contact Customer Support Agent by 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 Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
Click here to submit a ticket↗↗.

or you can send a private message to Customer Support Agent by Click Here link,

please include in your message,
phone number,
Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
- Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
Check your private message inbox (click on the envelope top right of your screen)

Good Luck.

Re: Autopay Not Working

Eleverel — Fri, 31 Dec 2021 17:21:50 GMT

The online site is not functioning properly and this is the third month where autopay has failed to work. WILL SOMEONE PLEASE FIX THIS. This is now ridiculous and beyond annoying. I made manual overpayment last month and even that has disappeared. FRUSTRATED

Re: Autopay Not Working

Anonymous — Fri, 31 Dec 2021 17:24:52 GMT

@Eleverel : Yes autopay is a weak point here but it also works flawlessly for many thousands of people.

Maybe you could post your payment history from here (not payment card) for the last month or two. If you manually added excess funds then those funds will get used for the next renewal (or add-ons).

Re: Autopay Not Working

softech — Fri, 31 Dec 2021 17:25:43 GMT

@Eleverel is your service working now or suspended again? You might want to make a manual pay like last month to get it working

For a long term fix, did you have another credit card maybe update My Account with this 2nd card instead?

or if you want , you might want to check with PM to see if they can find out the reason. To open ticket with PM:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there