topic Re: Auto Payment didn't go through in Get Support

Auto Payment didn't go through

fungkm — Wed, 05 Jan 2022 07:40:13 GMT

@CS_Agent

Hi Mod team,

My autopayment went through today, Aug 16, with the following status

Available Funds: $x

Amount owing: $0

Balance: $x

It also indicated that my next auto payment will be Nov 16, 2017.

I initially thought it was my credit card because it has been updated, but when I updated my credentials, I went ahead and cancelled my autopay for now, in order to make a one-time payment of balance $x. Now my available funds is $xx.

I see other customers are having the same issues.

I have since re-applied for 90day auto pay.

Please help resolve this.

thanks @CS_Agent

Re: Auto Payment didn't go through

NDesai — Thu, 17 Aug 2017 02:50:35 GMT

@fungkm If services are working fine, then don't worry. Your plan will renew by tomorrow morning. If you don't have any service, send a private message to the Moderator_Team with your account details.

Re: Auto Payment didn't go through

will13am — Thu, 17 Aug 2017 03:31:05 GMT

D'oh, don't look into your account during the renewal. The account goes through various phases including suspension and finally emerges as active. If you mess around with the auto pay, you could end up actually suspending the service. Of all the things that go on in the self serve portal, auto pay is actually one of the more predictable features. Is your service actually suspended? If not, likely the payment went through and everything is fine for this renewal. Otherwise, you might need the help of the moderator team to fix things. The moderator team can be reached by private message using this link. Refer to the following link for information on contacting the moderator team.

http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Re: Auto Payment didn't go through

fungkm — Thu, 17 Aug 2017 03:18:39 GMT

My service isn't working. No calls can be made, no access to data plan.
I will PM the moderator.

Re: Auto Payment didn't go through

SD08 — Thu, 17 Aug 2017 09:22:51 GMT

@NDesai & @will13am

I just want to give you a heads up that this isn't the usual renewal "expired/suspended" display issue that we've come to know and love. It's an issue where autopay has taken payment and yet service actually stopped.

Single examples:
https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Calling-and-incoming-not-working-Need-help-urgently/m-p/178658
https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Auto-Renew-payment-went-through-but-no-service/m-/178657
https://productioncommunity.publicmobile.ca/t5/Self-Serve/Phone-is-not-working/m-p/178720
And the big pile on thread:
https://productioncommunity.publicmobile.ca/t5/Discussions/Service-stopped-but-autopay-worked/m-p/178557

The issue must have started very recently, in the last couple of days, as I don't recall so many bunched in the same short time, with actual service halts. Hopefully this bug gets fixed soon, as there will likely be another assistance backlog from the Freedom promo shortly.