topic Re: Autopay Reward Not Applied in Get Support

Autopay Reward Not Applied

3ric — Wed, 05 Jan 2022 13:29:49 GMT

Just wondering if anyone else has had issues with autopay reward not being applied after a sim card change? I've been with PM for just shy of a year and this is the first time it hasn't gone through. My card was charged for the full amount of my plan.

I had to change sim cards as my phone was lost last week, thinking that may have caused the glitch. I have contacted the mods but thought I'd ask if anyone else has experienced this while I wait for a reply.

Thanks 🙂

Re: Autopay Reward Not Applied

geopublic — Tue, 06 Aug 2019 21:54:21 GMT

@3ric wrote:
Just wondering if anyone else has had issues with autopay reward not being applied after a sim card change? I've been with PM for just shy of a year and this is the first time it hasn't gone through. My card was charged for the full amount of my plan.

I had to change sim cards as my phone was lost last week, thinking that may have caused the glitch. I have contacted the mods but thought I'd ask if anyone else has experienced this while I wait for a reply.

Thanks 🙂

@3ric Only the moderator team is authorize to fix account and reward issues so you need to wait for their response.

Re: Autopay Reward Not Applied

Triguy — Tue, 06 Aug 2019 21:57:07 GMT

A moderator can resolve this for you. It can take 48 - 72 hours for a response depending on workload.

Re: Autopay Reward Not Applied

geopublic — Tue, 06 Aug 2019 22:15:48 GMT

@3ric wrote:
Just wondering if anyone else has had issues with autopay reward not being applied after a sim card change? I've been with PM for just shy of a year and this is the first time it hasn't gone through. My card was charged for the full amount of my plan.

I had to change sim cards as my phone was lost last week, thinking that may have caused the glitch. I have contacted the mods but thought I'd ask if anyone else has experienced this while I wait for a reply.

Thanks 🙂

@3ric Also double check to make sure AutoPay is still enabled in your account.

Re: Autopay Reward Not Applied

3ric — Thu, 08 Aug 2019 02:25:03 GMT

Just to update, I got a response from mods today. If you suspend service on your account at any time during the month, even for a few minutes your rewards are forfeited for the month!

My autopay remained active but no reward because I had suspended my service for a day when my phone was lost...

Re: Autopay Reward Not Applied

geopublic — Thu, 08 Aug 2019 02:31:57 GMT

@3ric wrote:
Just to update, I got a response from mods today. If you suspend service on your account at any time during the month, even for a few minutes your rewards are forfeited for the month!

My autopay remained active but no reward because I had suspended my service for a day when my phone was lost...

@3ric Wow if that is the case then if one tries the lost/stolen reset trick that means the will forfeit the AutoPay reward. ☹️👎 Are you sure that is what their reasoning was? Frankly that does not make sense!

Re: Autopay Reward Not Applied

3ric — Thu, 08 Aug 2019 02:33:40 GMT

This was the reply:

As you mentioned I was able to confirm that the rewards were not applied and as you suspected it was due to the line being suspended due to lost/stolen.

In order for an account to receive rewards it needs to be active, as long as the account is suspended state even if for a few minutes the rewards are forfeited.

If the account remains active the system should apply the rewards automatically at next renewal.

I hope this information has helped clarifying your inquiry.

Re: Autopay Reward Not Applied

geopublic — Thu, 08 Aug 2019 02:36:06 GMT

@3ric wrote:
This was the reply:

As you mentioned I was able to confirm that the rewards were not applied and as you suspected it was due to the line being suspended due to lost/stolen.

In order for an account to receive rewards it needs to be active, as long as the account is suspended state even if for a few minutes the rewards are forfeited.

If the account remains active the system should apply the rewards automatically at next renewal.

I hope this information has helped clarifying your inquiry.

@3ric 👍

Re: Autopay Reward Not Applied

stonechucker — Thu, 08 Aug 2019 23:09:08 GMT

I do not believe this is the case, simply for a few minutes. A full day or more, yes, I would agree.

We have been suggesting the lost/stolen trick for restarting services, which is usually when a plan has failed renewal. I’ve tested this myself multiple times, and have not missed AutoPay or other rewards, ever with just a few minutes.

Re: Autopay Reward Not Applied

geopublic — Thu, 08 Aug 2019 23:18:02 GMT

@3ric wrote:
This was the reply:

As you mentioned I was able to confirm that the rewards were not applied and as you suspected it was due to the line being suspended due to lost/stolen.

In order for an account to receive rewards it needs to be active, as long as the account is suspended state even if for a few minutes the rewards are forfeited.

If the account remains active the system should apply the rewards automatically at next renewal.

I hope this information has helped clarifying your inquiry.

@CS_Agent Can you please confirm or deny this? Too much confusion has been created regarding this issue and an official response will be welcomed.