topic Re: Account suspended - Autopay enabled in Get Support

Account suspended - Autopay enabled

Jblain4877 — Wed, 05 Jan 2022 12:08:14 GMT

Hello,

My account shows it is suspended despite having autopay enabled. I saw posts from mods over 2 hrs ago saying it would be fixed within 15mins. I am still unable to use my phone and have not received a reply after sending a PM. Is anyone else still having issues? Is there a way to fix this on my end?

I used to really like Public Mobile but this is incredibly frustrating.

Re: Account suspended - Autopay enabled

ericsome — Mon, 08 Apr 2019 20:29:59 GMT

Same here, just sent the PM but haven't got any feedbacks yet.

I noticed the next auto-pay date is Apr. 10th, so it seems to be another 2 days to go. Frustrating!

Re: Account suspended - Autopay enabled

will13am — Mon, 08 Apr 2019 20:30:47 GMT

@Jblain4877, I think you are going to have to be patient with this one. It is probably taking longer than what they noted in the forum response. I am sure contacting them will not speed things up as they are probably devoting all available resources to the issue already.

Re: Account suspended - Autopay enabled

wphipps — Mon, 08 Apr 2019 20:32:58 GMT

i had to make a manual payment but I'm out money now. same thing happened.

Re: Account suspended - Autopay enabled

bssbronzie — Mon, 08 Apr 2019 20:33:15 GMT

I believe most users with autopay are having this issue following yesterday's maintenance. My services were restored half an hour ago so I know the mods are working on it. The reason why it's not back up for everyone is likely because the amount of users affected were more than they initially anticipated.

If it's urgent, you could send another message to the moderator team directly so they can prioritize your account.

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

Re: Account suspended - Autopay enabled

derekald — Mon, 08 Apr 2019 20:34:16 GMT

Same. No reply to PM sent 4 hours ago.

Re: Account suspended - Autopay enabled

bssbronzie — Mon, 08 Apr 2019 20:35:11 GMT

I don't recommend making a manual payment (unless it's really urgent)

From what i gathered, you will likely lose the autopay bonus for doing it. There's a chance that you might be double charged when auto-pay is fixed. I recommend to wait for the fix and send the moderator team a message to bump your case if it's urgent

Re: Account suspended - Autopay enabled

Hashiriya86 — Mon, 08 Apr 2019 20:35:32 GMT

Same here. I rely on this phone to get work assignments. I can't afford to miss any calls. I had to make a manual payment just so I won't miss the call window.

Re: Account suspended - Autopay enabled

wphipps — Tue, 09 Apr 2019 00:44:34 GMT

I work on-call and missed a call for work. I need my phone 24/7.

Re: Account suspended - Autopay enabled

wphipps — Tue, 09 Apr 2019 00:45:00 GMT

The good news is that if you make a manual payment it works again for those who need it right away, at least it worked for me.

Re: Account suspended - Autopay enabled

Jie001 — Mon, 08 Apr 2019 20:39:18 GMT

I am a uber driver, I also paid by manually , still no seriveces. what should we do next?

Re: Account suspended - Autopay enabled

will13am — Mon, 08 Apr 2019 20:41:36 GMT

@Jie001 wrote:
I am a uber driver, I also paid by manually , still no seriveces. what should we do next?

As you can see from this thread, a manual payment works. So, get the account working for now and reconcile the rest later.

Re: Account suspended - Autopay enabled

wphipps — Mon, 08 Apr 2019 20:41:56 GMT

I don't know bro. I paid mine and it worked right away again but I still lost a lot of work. and I didnt get any rewards for the payment. it looks as though auto pay wont come out on the 12th anymore it shows now May 8th so auto pay adjust if you make a manual payment but your still out rewards

Re: Account suspended - Autopay enabled

bssbronzie — Mon, 08 Apr 2019 20:53:25 GMT

Seems like the moderator account is offline now.

If you need to make calls, I suggest get your account working again with a manual payment.

Then contact the moderator team here (https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437)

and they'll resolve the loyalty rewards/payment date issues tomorrow.

This is what they said in a different thread

@Moderator_Team wrote:
Hello everyone,

For those you you affected by the plan expiry issue, please restart your phone and test your services.

If you are still unable to use your line, please send us a private message.

For any inquiries about Rewards or if you have made a manual payment, please send us a private message, as well.

Thank you,
The Public Mobile Team

Re: Account suspended - Autopay enabled

CarolS — Mon, 08 Apr 2019 20:57:48 GMT

why are some accounts suspended i have autopay

Re: Account suspended - Autopay enabled

katmckenzie — Mon, 08 Apr 2019 21:01:58 GMT

My phone is working now but i have checked ahead to next month. My account payment is due May 7 2019 but autopay is not set up to come out till may 8 2019. This will happen again. Please align due date for accounts and the autopay system.

Re: Account suspended - Autopay enabled

Anonymous — Mon, 08 Apr 2019 21:05:32 GMT

@katmckenzie wrote:
My phone is working now but i have checked ahead to next month. My account payment is due May 7 2019 but autopay is not set up to come out till may 8 2019. This will happen again. Please align due date for accounts and the autopay system.

@katmckenzie

The date on the overview page is the end date of your current term. The date for autopay is the start date of the new term. Payment is taken after midnight into the new term.

Re: Account suspended - Autopay enabled

CarolS — Mon, 08 Apr 2019 21:05:00 GMT

my services are suspended when can this be dealt with have autopay do you need payment set at a different date?

Re: Account suspended - Autopay enabled

karmask — Mon, 08 Apr 2019 21:10:18 GMT

If you paid manually, it may take a short time to enter the system, I think. But also you need to power down your phone, wait at least one minute and turn it on again.

That worked for me once the moderator resolved the autopay issue.

You can write the moderator:

you need to share personal or account info, so send a private message to the Moderator Team by clicking the envelope icon, then ‘New Message’, and address your message to Moderator_Team.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Account suspended - Autopay enabled

Bish500 — Mon, 08 Apr 2019 21:36:35 GMT

The same thing has happened to me, but logging in and making a manual payment has restored my service.