topic Re: Auto Pay Failed, Account Suspended in Get Support

Auto Pay Failed, Account Suspended

dlaforge — Wed, 05 Jan 2022 08:51:26 GMT

My account is currently set up on auto pay due to come out yesterday.

My account is now suspended as they did not take the payment.

How do I get my service back?

NOTE:
The following message appears when I log into my account:

Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

Re: Auto Pay Failed, Account Suspended

gypsygrrl — Tue, 02 Jan 2018 15:58:32 GMT

Im having the same issue and it won't allow me to make my payment manually

Re: Auto Pay Failed, Account Suspended

mimmo — Tue, 02 Jan 2018 15:59:48 GMT

if you have no serice and auto pay did not go through then make a payment. and that shoudl reactvate your account. did you get credited your autopay rewards?

hat is a typical message on the day of renewal.

with no service you usually have plan expired message and a make a paymet button

Re: Auto Pay Failed, Account Suspended

closng — Tue, 02 Jan 2018 16:02:30 GMT

Hi @dlaforge,

To add to what @mimmo said, if the system does not let you make a payment to renew your account, you will have to send a message to the moderators using the below link (be sure to include your account details such as account number, phone number and pin and a brief description of the issue):

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Auto Pay Failed, Account Suspended

mimmo — Tue, 02 Jan 2018 16:03:46 GMT

@gypsygrrl did you try a different credit card? was there an eoor message when you tried processing the payment? ( check theat your CC was really not charged, as that is a common issue with some payments even though the system says they were not charged

@gypsygrrland @dlaforge it might be best to contact the mods and see if this is a new issue facing the system

Contact the Moderator_Team by clicking here.

In your message include:
- account email address , pin number
- PM phone number
- explanation of what is happening or a link to this thread
- if its a porting issue include your sim number, old account name and account number

Re: Auto Pay Failed, Account Suspended

dlaforge — Tue, 02 Jan 2018 16:19:40 GMT

@mimmo wrote:
if you have no serice and auto pay did not go through then make a payment. and that should reactvate your account. Did you get credited your autopay rewards?

That is a typical message on the day of renewal.

With no service you usually have plan expired message and a make a paymet button.

Thank you for for your reply, although what you are susgesting may proove to be a viable solution, It still doesnt answer the question as to why Auto Pay failed nor does it really solve the problem. I'm not about to blindly pay for service when I dont know whats going on first.

Your reply is not realy helpful, but thanks just the same for reaching out.

Re: Auto Pay Failed, Account Suspended

gypsygrrl — Tue, 02 Jan 2018 16:14:32 GMT

I only have 1 card to use and its set up to automatically come out.

Re: Auto Pay Failed, Account Suspended

mimmo — Tue, 02 Jan 2018 16:22:14 GMT

@gypsygrrl why things fail at PM is a good question why these issues take so long to fix is another issue.

but before blindly paying, to restore your service, ask the mods what the best course of action is, as they have the most knowledge.

i posted teh link in a prvious message

Re: Auto Pay Failed, Account Suspended

dlaforge — Tue, 02 Jan 2018 16:25:05 GMT

@closng wrote:
Hi @dlaforge,

To add to what @mimmo said, if the system does not let you make a payment to renew your account, you will have to send a message to the moderators using the below link (be sure to include your account details such as account number, phone number and pin and a brief description of the issue):

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

@closng Thank you, I have sent a private message to the moderators channels.

Re: Auto Pay Failed, Account Suspended

gypsygrrl — Tue, 02 Jan 2018 16:26:08 GMT

I tried blindly paying twice. that didn' work either

i just want my phone to work.

Re: Auto Pay Failed, Account Suspended

mimmo — Tue, 02 Jan 2018 16:30:43 GMT

@gypsygrrl did yu get an error message during the payment? what does your available funds say in self serve?

Have you tried rebooting your phone after payment as per lat item in first post of this thread https://productioncommunity.publicmobile.ca/t5/Discussions/Bugs-and-Quirks-at-Public-Mobile/m-p/202620#M58856

have you contacted the mods asking for help?

Re: Auto Pay Failed, Account Suspended

dlaforge — Tue, 02 Jan 2018 16:52:23 GMT

@mimmo I appriciate you wanting to help and all, however your responses all seem to be standard canned responses and frankly don't address the real issue. Can you kindly please refrain from replying to this thread, as doing so only adds more clutter to the disscussion and makes it more difficult for ohters with a viable solution to reply. Also you may want to consider enabling spell check before posting.

I have sent a private message to the moderators channel with the details as you susgested long before posting a message in the community. Thanking you in advance for reaching out.

Re: Auto Pay Failed, Account Suspended

gypsygrrl — Tue, 02 Jan 2018 16:35:40 GMT

I have 6 dollars in my rewards account

i did reboot my phone...twice.

i also contacted the mods. ..no response.

Re: Auto Pay Failed, Account Suspended

dlaforge — Tue, 02 Jan 2018 17:29:32 GMT

Update: I tried to pay the account manualy by clicking the re-activate my account button and received the following message. Note: I only have one card and it is setup to autopay my accoount. The card is valid is functioning as expected otherwise.

Unable to Process Transaction
Sorry, your credit card was declined by your card provider, so this purchase could not be completed. Contact your card provider for more information. Please note this can result when multiple payments are made too close together.

Re: Auto Pay Failed, Account Suspended

mimmo — Tue, 02 Jan 2018 17:37:48 GMT

@dlaforge contact your credit card company to make sure PM did not actually charge your creditcard even though the message said it did not. this is a known issue that hapens sometimes.

Re: Auto Pay Failed, Account Suspended

Luddite — Tue, 02 Jan 2018 17:40:35 GMT

@dlaforge @gypsygrrl You're on the right track - only pay once, message the moderators. It 's no help but there have recently been a few issues with autopay.

While waiting for the repair you could make phone calls with an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi. It's my backup for these situations which, fortunately, I have not needed in 3 years with PM.

You haven't indicated if this situation is just annoying, or really critical for you. If the latter, this may be of interest: https://productioncommunity.publicmobile.ca/t5/Getting-Started/100-SERVICE/m-p/183753#M33693

Hang in there. The moderators will get it sorted.

Re: Auto Pay Failed, Account Suspended

dlaforge — Tue, 02 Jan 2018 18:52:19 GMT

@mimmo wrote:
@dlaforge contact your credit card company to make sure PM did not actually charge your creditcard even though the message said it did not. this is a known issue that hapens sometimes.

I have to agree with @gypsygrrl that PM is real good at stating the obvious.

It's a Visa Debit card tied to my bank account. I will check to make sure PM did not actualy post a charge.

Do you have any other brilliant solutions to our problem here @mimmo?

Re: Auto Pay Failed, Account Suspended

mimmo — Tue, 02 Jan 2018 18:16:46 GMT

@dlaforge I am all out of "brilliant" ideas. I guess you will just have to wait for the mods to get back to you and fix your issue.

Sorry if you felt my replays were not helpful but they were based on experiences of other people in the forums. That said account issues can only be solved by mods(unless the occasional workaround is found), who I believe you messaged long before even posting in the community. Comnunity members have no access to accounts and reply based on past expeeiences. So really I do not know what you are wanting.

The mods will get to your issue for in the order it is received. Hopefully that is soon.

In the meantime follow @Luddite suggestions if possible

Re: Auto Pay Failed, Account Suspended

mimmo — Tue, 02 Jan 2018 18:33:30 GMT

One other option you could go buy vouchers and pay that way.

Re: Auto Pay Failed, Account Suspended

dlaforge — Tue, 02 Jan 2018 18:34:42 GMT

@mimmo wrote:
@dlaforge I am all out of "brilliant" ideas. I guess you will just have to wait for the mods to get back to you and fix your issue.

Sorry if you felt my replays were not helpful but they were based on experiences of other people in the forums. That said account issues can only be solved by mods(unless the occasional workaround is found), who I believe you messaged long before even posting in the community. Comnunity members have no access to accounts and reply based on past expeeiences. So really I do not know what you are wanting.

The mods will get to your issue for in the order it is received. Hopefully that is soon.

In the meantime follow @Luddite suggestions if possible

Thanks once again for brilliantly restating the obvious @mimmo. It's beyond my comprehension why you would want to continue to clutter this thread and make things even more diffucult.

Out of the dozen or so replies in this thread, I see only one post by @Luddite that even resembles a viable response and a couple of others that actualy adress the "why?" factor.

At this point, I think I'll gather all the obvious points from this thread and compose a new a one so the FACTS are clear from the get go.