topic Re: AutoPay setup on my account, but payment did not come out and now says Plan Expired in Get Support

AutoPay setup on my account, but payment did not come out and now says Plan Expired

sonician — Wed, 05 Jan 2022 13:20:35 GMT

This is now the second autopay cycle in a row there's been a problem.

Today was supposed to be the day for the new prepaid 90-day plan payment to come out.
I've verified that autopay is setup on my account (as it has always been), but now it shows
"Plan Expired".

I don't want to make a manual payment in case the autopay will still come out, but until then, I have no plan?

Can someone from the @CS_Agent please help me?

Re: AutoPay setup on my account, but payment did not come out and now says Plan Expired

Anonymous — Wed, 17 Jul 2019 03:30:01 GMT

@sonician

If your service is still working then don't worry about all the dire messages in the self-serve. They're normal. If and when the service stops then you have a problem.

Re: AutoPay setup on my account, but payment did not come out and now says Plan Expired

sonician — Wed, 17 Jul 2019 03:31:06 GMT

I guess I am concerned because it says:

AutoPay
You are currently registered for dynamic Autopay
Payment Due Date (One-Time Payment): Jul 16, 2019
AutoPay Amount: This is your plan cost minus Rewards. Any Available funds will be applied first.

I mean, the 16th is almost over, and no payment has come out.

Re: AutoPay setup on my account, but payment did not come out and now says Plan Expired

Anonymous — Wed, 17 Jul 2019 03:33:55 GMT

@sonician

All normal. When you get a text at noon ET tomorrow that it's all done then you're good to go. Only if the service stops do you need to be concerned. I understand your wariness. But give until tomorrow. If the service still works then really don't worry about it.

Re: AutoPay setup on my account, but payment did not come out and now says Plan Expired

charlesgo — Wed, 17 Jul 2019 03:34:12 GMT

If your payment didn’t come through I would cancel it and pay it by setting up autopay again.

I hope this helps/works

Re: AutoPay setup on my account, but payment did not come out and now says Plan Expired

hairbag1 — Wed, 17 Jul 2019 04:05:22 GMT

@sonician wrote:
I guess I am concerned because it says:

AutoPay
You are currently registered for dynamic Autopay
Payment Due Date (One-Time Payment): Jul 16, 2019
AutoPay Amount: This is your plan cost minus Rewards. Any Available funds will be applied first.

I mean, the 16th is almost over, and no payment has come out.

Your account is simply going through the renewal process and as @Anonymous has suggested...chances are, all will be right in the morning. As long as your phone keeps working, you're plan is as would be expected right now.

Make note of this process so that next renewal, you'll know what to expect.

Welcome to Public Mobile.

Re: AutoPay setup on my account, but payment did not come out and now says Plan Expired

Anonymous — Wed, 17 Jul 2019 04:09:27 GMT

@sonician

And now being after midnight ET you'll be in suspend status.

Again...if your service is still working...don't worry about it.

Here is what I have observed on a couple occasions:

At 8pm ET it'll say Plan Expired in red.

At 00:00 ET it'll say suspended and take any community reward out and reset it and take out and re-apply other rewards. It will also inexplicably change the expiry date to this new day later.

Around 1:45am ET it'll convert those taken rewards into the Current Balance. The autopay recording in 611 says that at 2am ET it'll renew. The system will take from Available Funds and if not enough there it'll go to autopay for the rest and if that doesn't succeed then it will stay suspended and turn off the service. Until then your service should stay working. Don't worry about all the dire warnings until your service stops working.

Then finally around noon ET if all is good you'll get a text saying all is good.

Re: AutoPay setup on my account, but payment did not come out and now says Plan Expired

CellGirl — Wed, 17 Jul 2019 11:58:14 GMT

@sonician

For future renewals, it's best not to assume autopay will work every time -- it doesn't. You'd be better off to make a manual payment a couple days before your payment due date. I do this, and public mobile's system has never charged my card 🙂

Re: AutoPay setup on my account, but payment did not come out and now says Plan Expired

sonician — Wed, 17 Jul 2019 13:00:42 GMT

Some of this has happened, not all. 🙂

The account is still working, and is showing active again inmy account. I checked my credit card this morning and it does show a pending transaction for Public Mobile for the balance.

The credits were applied as expected.

The only weird thing is that I've received no text from 611 about it or anything, but as long as its working, we're good.

Thanks @Anonymous !

Re: AutoPay setup on my account, but payment did not come out and now says Plan Expired

Anonymous — Wed, 17 Jul 2019 14:16:25 GMT

@sonician wrote:
Some of this has happened, not all. 🙂

The account is still working, and is showing active again inmy account. I checked my credit card this morning and it does show a pending transaction for Public Mobile for the balance.

The credits were applied as expected.

The only weird thing is that I've received no text from 611 about it or anything, but as long as its working, we're good.

Thanks @Anonymous !

Noon ET....ok ok...usually.

Re: AutoPay setup on my account, but payment did not come out and now says Plan Expired

stonechucker — Wed, 17 Jul 2019 15:59:22 GMT

@CellGirl wrote:
@sonician
For future renewals, it's best not to assume autopay will work every time -- it doesn't. You'd be better off to make a manual payment a couple days before your payment due date. I do this, and public mobile's system has never charged my card 🙂

This statement is both right and wrong. The fact is, MOST users have no issue at all with AutoPay set up and functioning. I am one of these users. Yes, I've topped up manually when others have been experiencing sudden payment issues, and when 'scheduled maintenance' has been notified ahead of time, and I would be possibly affected during that period.

In my 3 years, I have had AutoPay fail once, and it was due to a plan change that didn't complete correctly.

Saying that AutoPay doesn't work isn't a truthful statement. It's causing way too much concern for new users, who haven't gone through the first or second cycle.

As @Anonymous has done here, providing users with specific 'what to expect' and 'if your service is still working' statements is the correct things to say. In general, AutoPay is safe and reliable.