topic Autopay Failed - Account Suspended!! in Get Support

Autopay Failed - Account Suspended!!

ngjasonc — Wed, 05 Jan 2022 09:46:50 GMT

Same problem as many other PM customers here. Been using Autopay for over a year and never had a problem, but it failed on me today and now my account is suspended! I know my credit card still works because I just used it to pay for something else.

I've PM'd the Moderator Team but still haven't heard anything yet. How long before I can use my phone again?? =(

Re: Autopay Failed - Account Suspended!!

meocon — Mon, 14 May 2018 17:17:50 GMT

Do you have another credit card to try? I have a same issue but I have different credit card so I tried and it worked right away for me.

Re: Autopay Failed - Account Suspended!!

Kingahfa — Mon, 14 May 2018 17:18:09 GMT

I reported the issue on Saturday noon-ish and got it resolved by Sunday 3pm.

To speed up the process, you should

Include your 4-digit pin in your PM to the moderator - that will remove one cycle of email going back and forth.
Prepay the amount into your account, so that the mod can credit your account and activiate your line right away

Good luck!

Re: Autopay Failed - Account Suspended!!

stonechucker — Mon, 14 May 2018 17:42:20 GMT

@ngjasonc, do you still have service? AutoPay has been delayed for a long time (for me anyways), and on occassion I see it listed as suspended, however I have always still had service.

If there is still service, the AutoPay process hasn't finished yet.

I my experience, the first AutoPay for me took payment at 9pm ET, and was completed by about 2am ET (during the night). Now I'm seeing AutoPay start at "payday" + 2 hours (ie early next morning at 2am ET), and completing around noon (the actual renewal data)

Re: Autopay Failed - Account Suspended!!

taniab — Mon, 14 May 2018 21:20:25 GMT

i am locked out of my acct an had added money to my phone ..tried to call for help because payment hasnt gone thru..not to mention that 8 dollars was taken off the balance an i havent even used the dam thing yet..omg..why did i switch..this company sucks right now..an try to talk to a live person is a fricken joke.

Re: Autopay Failed - Account Suspended!!

Anonymous — Mon, 14 May 2018 21:24:48 GMT

@taniab, There is no telephone support with public mobile. That is made clear in all of the advertising and all over the web site. That said, the community here is where you usually start off if you need help. After that, there are the moderators(actual PM staff), that you contact via private message.

In you r current situation, to get your self service acount unlocked, you will need to send a private message to the moderator team (since the unlock emails rarely work).

Click here to send the moderator team a private message. Their hours are: Mon-Fri 9AM-9PM(EST) & Sat/Sun 9AM-7:30PM(EST)
You can find information regarding the moderator team by following this link.

Re: Autopay Failed - Account Suspended!!

taniab — Mon, 14 May 2018 21:49:31 GMT

can u explain why 12 dollars was taken from my deposit..i havent even used my phone yet

Re: Autopay Failed - Account Suspended!!

Anonymous — Mon, 14 May 2018 21:59:37 GMT

@taniab, the only way to know what happened to the $12 that was taken from your available balance would be to look at the account history in your self serve portal. You should see where the money went. If you can, post a screenshot (without including any personal/account info), and someone should be able to explain further if needed.

Re: Autopay Failed - Account Suspended!!

Luddite — Mon, 14 May 2018 23:37:18 GMT

@taniab There are no deposits at PM, everything is prepaid. Are you activating a new account?