topic Re: AutoPay is not working / Account Suspended in Get Support

AutoPay is not working / Account Suspended

Ingenior00 — Wed, 05 Jan 2022 11:47:25 GMT

Hi!

Today I received a voicemail indicating that my account was suspended

I have AutoPay active, but I do not know why on this occasion the automatic payment was not generated (the account has sufficient funds)

When he enters my account he tells me:

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 reactivate your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

Should I make the manual payment, or should I wait for the automatic payment to be executed?

Re: AutoPay is not working / Account Suspended

Lieux — Tue, 05 Mar 2019 15:43:09 GMT

Sorry for you @Ingenior00

If your account is suspended and you can't calls or texts...you will need help from the moderator here...

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

Waiting time is few hours to 2 days...

Re: AutoPay is not working / Account Suspended

Lieux — Tue, 05 Mar 2019 15:46:47 GMT

Do you have a new credit card or change the info in the old one address or so..?

If yes you will need to reenter the info of your credit card in your self serve account..

Re: AutoPay is not working / Account Suspended

Ingenior00 — Tue, 05 Mar 2019 15:46:44 GMT

mmm, so bad

Re: AutoPay is not working / Account Suspended

CS_Agent — Tue, 05 Mar 2019 15:47:27 GMT

Hi Ingenior00,

I'm really sorry to hear that you are experiencing this issue, but we can surely help you find a solution.

In order to do so, can you send us a private message via the Community?

Sincerely,Public Mobile Moderator Team

Re: AutoPay is not working / Account Suspended

Ingenior00 — Tue, 05 Mar 2019 15:47:31 GMT

Nope, I have the same information I used since I open the account

Re: AutoPay is not working / Account Suspended

Lieux — Tue, 05 Mar 2019 15:48:36 GMT

Good @Ingenior00 now you can reply to the moderator they will fix that for you!!

Re: AutoPay is not working / Account Suspended

Anonymous — Tue, 05 Mar 2019 15:50:28 GMT

@Ingenior00 wrote:
Hi!

Today I received a voicemail indicating that my account was suspended

I have AutoPay active, but I do not know why on this occasion the automatic payment was not generated (the account has sufficient funds)

When he enters my account he tells me:

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 reactivate your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

Should I make the manual payment, or should I wait for the automatic payment to be executed?

@Ingenior00

While you wait for the moderator, you could get going using recharge.com and then figure out the credit card problem. You could *try* the 611 service but if your cc isn't working then again all you can do is use a voucher to get going in the meantime.

Re: AutoPay is not working / Account Suspended

Ingenior00 — Tue, 05 Mar 2019 15:51:22 GMT

I already sent you a message with the issue

Re: AutoPay is not working / Account Suspended

Ingenior00 — Tue, 05 Mar 2019 15:52:46 GMT

Yes! Thanks

Re: AutoPay is not working / Account Suspended

sandpublic — Tue, 05 Mar 2019 16:40:43 GMT

@Ingenior00 wrote:
Hi!

Today I received a voicemail indicating that my account was suspended

I have AutoPay active, but I do not know why on this occasion the automatic payment was not generated (the account has sufficient funds)

When he enters my account he tells me:

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 reactivate your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

Should I make the manual payment, or should I wait for the automatic payment to be executed?

If you are on Autopay you can ignore this message. It happens because you plan is up for renewal.

Re: AutoPay is not working / Account Suspended

Ingenior00 — Tue, 05 Mar 2019 16:25:51 GMT

Good, now my concern is my account is my account is suspended (I can't send messages, calls)

You know how many time it takes to doing the payment and reactivate my account?

Re: AutoPay is not working / Account Suspended

sandpublic — Tue, 05 Mar 2019 16:32:47 GMT

@Ingenior00 wrote:
Good, now my concern is my account is my account is suspended (I can't send messages, calls)

You know how many time it takes to doing the payment and reactivate my account?

No, you should be able to send messages and make calls. If you can't send messages or make calls then you need to contact the moderator_team. With my experience that message goes away one day after your renewal date.

Re: AutoPay is not working / Account Suspended

Anonymous — Tue, 05 Mar 2019 16:34:33 GMT

@Ingenior00 wrote:
Good, now my concern is my account is my account is suspended (I can't send messages, calls)

You know how many time it takes to doing the payment and reactivate my account?

Yes suspended says it's the day of the renewal night (last night). Sometimes autopay doesn't work. You won't suddenly get charged (unless the moderators do something for you).

So to get your service working sooner you can try vouchers and/or the 611 service.

Re: AutoPay is not working / Account Suspended

krazykiwi — Tue, 05 Mar 2019 16:40:41 GMT

@Ingenior00 wrote:
Good, now my concern is my account is my account is suspended (I can't send messages, calls)

You know how many time it takes to doing the payment and reactivate my account?

You can try doing a manual one time payment in your self serve account for $1 or the whole amount if you want. This will confirm your CC is functioning properly and the amount will be applied to your renewal.

If it works still message the MODs telling them that autopay did not work.

If either response to your particular request leads to the resolution of your issue , please help other community members by marking that post as the solution. Thank You

Re: AutoPay is not working / Account Suspended

Ingenior00 — Tue, 05 Mar 2019 16:42:32 GMT

mmm, I trying, but always when I tried to make a call or send a message, the machine said my account is not active and I need to make the payment to reactivate the account

I already send a message for the moderator asking help for this issue

Then as I understand, probably tomorrow the problem is fixed?

Re: AutoPay is not working / Account Suspended

krazykiwi — Tue, 05 Mar 2019 16:45:05 GMT

@Ingenior00 wrote:
mmm, I trying, but always when I tried to make a call or send a message, the machine said my account is not active and I need to make the payment to reactivate the account

I already send a message for the moderator asking help for this issue

Then as I understand, probably tomorrow the problem is fixed?

You can wait if you like, but I would manually add funds either with your CC or a voucher so your phone is working then deal with fixing the autopay. If you try your CC then you will know it is working when the MODs ask you about your CC.

Re: AutoPay is not working / Account Suspended

Ingenior00 — Tue, 05 Mar 2019 16:49:29 GMT

Great!!!

Thank you for your advice

Re: AutoPay is not working / Account Suspended

Ingenior00 — Tue, 05 Mar 2019 19:02:58 GMT

Hi!

I tried to do what you suggested but now I get the following message:

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.

Then as I understand this message, I can't assure if is an autopay issue or something more, how do you think?

Re: AutoPay is not working / Account Suspended

Ingenior00 — Tue, 05 Mar 2019 19:05:30 GMT

Of course, when I have the issue solved, I will mark what is the response which allows me to solve the problem, but right now, I don't have service, and also I can't pay manually with my card

I already receive a message from MOD but they are checking that (and until now, the problem is not solved)