topic Re: Account Suspended - Autopay failed? in Get Support

Account Suspended - Autopay failed?

spmckinnon — Wed, 05 Jan 2022 08:41:09 GMT

Been a PM customer for several years now. I've never had a problem with the auto pay system. My credit card info is up to date and hasn't changed.

Just received a txt message today:

Public Mobile here. Your plan did not renew because we did not receive your payment. Make a payment at publicmobile.ca/selfserve. If you have recently made a manual payment, please ignore this message.

Logged into the My Account section and see this warning at the top:

Just tried to make a call and my service is definitely suspended.

So do I

A) Make a manual payment and hope I don't get double charged.

B) Disregard this situation as the message says.

C) Message a mod and hope they respond in a timely manner?

Please help!

Re: Account Suspended - Autopay failed?

JDT — Tue, 05 Dec 2017 17:36:59 GMT

Go with C). Contact a moderator to see what's up with your account.

Re: Account Suspended - Autopay failed?

spmckinnon — Tue, 05 Dec 2017 17:39:37 GMT

Tried that and got an error message saying invalid HTML in the message body.

Fixed the message and tried to resend, then got this error message:

You have reached the limit for number of private messages that you can send for now. Please try again later.

How long do I need to wait before I can message the mods now?

Re: Account Suspended - Autopay failed?

closng — Tue, 05 Dec 2017 17:39:43 GMT

If your service is suspended, I would do as @JDT suggested and send a message to the Moderators.

Re: Account Suspended - Autopay failed?

spmckinnon — Tue, 05 Dec 2017 17:42:46 GMT

How long does it take them to usually respond?

Re: Account Suspended - Autopay failed?

AlexOfAnders — Tue, 05 Dec 2017 17:45:42 GMT

There's a thread explaining the private message error you encountered here https://productioncommunity.publicmobile.ca/t5/Self-Serve/New-account-problems-and-private-message-limit/td-p/195084/page/2

You should be able to private message @CS_Agent still

Re: Account Suspended - Autopay failed?

closng — Tue, 05 Dec 2017 17:48:23 GMT

@spmckinnon wrote:
How long does it take them to usually respond?

They are usually pretty quick, ranging from a few minutes to within a few hours, depending on how busy they are with other members' issues.

Re: Account Suspended - Autopay failed?

spmckinnon — Tue, 05 Dec 2017 17:55:33 GMT

Thanks guys, I'll wait a bit to see if they respond. I'd hate to top up only to have this happen again next pay cycle.

Re: Account Suspended - Autopay failed?

stonechucker — Tue, 05 Dec 2017 18:51:34 GMT

Grrr.... I love (read hate) when these things start to happen a week before my renewal 😞

Fingers, toes, eyes, knees, feet, chin hair crossed, things go well!

Re: Account Suspended - Autopay failed?

spmckinnon — Tue, 05 Dec 2017 21:43:05 GMT

4hrs later.......no response. No service.

Re: Account Suspended - Autopay failed?

Luddite — Tue, 05 Dec 2017 22:40:49 GMT

If you are sure a private message was delivered just hang tough. Otherwise, click this: message to moderators to send a private message to the moderator team with your phone number and an explanation. In the subject line say "SERVICE DOWN".

Re: Account Suspended - Autopay failed?

spmckinnon — Tue, 05 Dec 2017 23:34:04 GMT

Looks like my credit card expiry # needed to be updated. I received a new credit card a few months ago and guess I never updated the expiry date with the credit card on hand for PM. Re-added the credit card, topped up payment and all is well again.

"User error"

Re: Account Suspended - Autopay failed?

stonechucker — Tue, 05 Dec 2017 23:56:21 GMT

Thanks for letting us know! I bravoed for the response, not for the user error 😞

Re: Account Suspended - Autopay failed?

zinat-somji — Mon, 24 Jun 2019 15:58:08 GMT

my a/c suspended and can not be activated what ever i do

Re: Account Suspended - Autopay failed?

Fireice2035 — Mon, 24 Jun 2019 19:58:12 GMT

I am having the same issue. I wish I could help 😞