topic Re: Account suspended in Get Support

Account suspended

Benselic — Wed, 05 Jan 2022 14:52:30 GMT

I registered for auto-pay and I am getting a message on my account that my account is suspended??

Re: Account suspended

Jb456 — Tue, 10 Mar 2020 06:24:46 GMT

Is your 30 day plan in the process of renewing for due payment?

If so it's normal.

Account goes expired, suspended then back to active.

If your phone is working don't worry about it. It's normal. Just let your plan renew on its own when payment is processed.

I believe the message also says to ignore message if you have funds in your account or are on autopay?

Is it this message?

Re: Account suspended

Benselic — Tue, 10 Mar 2020 06:27:16 GMT

Your plan expired on Mar 10, 2020.
Top up before Jun 8, 2020 or your account will be deactivated.
Current Balance: $2.00
Amount Due: $23.00

That's what it says in my account. But I did indeed register for auto top-up

Re: Account suspended

Jb456 — Tue, 10 Mar 2020 06:33:46 GMT

@Benselic wrote:
Your plan expired on Mar 10, 2020.
Top up before Jun 8, 2020 or your account will be deactivated.
Current Balance: $2.00
Amount Due: $23.00
That's what it says in my account. But I did indeed register for auto top-up

So it's in the process of charging your new plan.

Account goes.

Expired

Then suspended

Then back to active.

Two things to check

1- is you phone working calls/text/data?

2- is the message of suspended that you see on your account like the picture I posted of first post?

If yes to both questions don't worry about it... system is in process of renewing your plan. Let it do it's thing.

If this is not what's happening..let us know.

Re: Account suspended

gblackma — Tue, 10 Mar 2020 10:57:29 GMT

To add to @Jb456 's answer, look for the payment thankyou text message from 611. Once received you are okay until the next payment cycle.

Re: Account suspended

Staliger — Tue, 10 Mar 2020 14:57:32 GMT

@Benselic wrote:
I registered for auto-pay and I am getting a message on my account that my account is suspended??

@Benselic Just in case, you can also manually add funds to your account to cover the Amount Due + 1$ extra.

Re: Account suspended

Benselic — Tue, 10 Mar 2020 17:13:32 GMT

Problem has been resolved. It was just a little delay

Re: Account suspended

SqueakyMama — Tue, 14 Apr 2020 18:59:18 GMT

Hi -

I'm on autopay, the payment hasn't gone thru yet, and now I'm suspended. Cannot make a call, which is ridiculous. I have received the "Congrats! Rewards have been applied to your account" text message, but have not received the "payment received" texst.

I've been a Public Mobile customer for months now - nothing has changed with my credit card. This has never happened before.

Re: Account suspended

gblackma — Tue, 14 Apr 2020 19:03:24 GMT

Is today your cycle renewal date? @SqueakyMama are you getting an all circuits busy message? Thanks. If you are, hang up and try calling again. You can also try restarting your phone. Turn it off wait for 30 seconds and restart it. Let us know if this doesn't work.

The normal PM renewal process is expired, then suspended, payment comes out at 2am est (on the self service account date) then the plan resets for the next 30 day cycle at 6am est. Once your phone is working properly ignore it. Just check for you 611 payment thankyou text message tomorrow.
Renewal process screenshots https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/If-I-have-a-credit-35-00-does-that-mean-I-can-disregard-a-text/m-p/519184/highlight/true#M44535

Stay safe.

Re: Account suspended

SqueakyMama — Tue, 14 Apr 2020 20:12:13 GMT

Yes, today is my normal payment date for the month. Hasn’t been applied to my credit card yet, and account now suspended so cannot make any calls.

Just tried to manually push thru payment on My Account, and that failed too.
Have tried restarting phone - no joy!

Re: Account suspended

JoyLuck — Tue, 14 Apr 2020 20:15:05 GMT

@SqueakyMama wrote:
Yes, today is my normal payment date for the month. Hasn’t been applied to my credit card yet, and account now suspended so cannot make any calls.
Just tried to manually push thru payment on My Account, and that failed too.
Have tried restarting phone - no joy!

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Re: Account suspended

SqueakyMama — Tue, 14 Apr 2020 21:24:49 GMT

This is helpful - thank you!