topic Re: Autopay Not being applied on the account in Get Support

Autopay Not being applied on the account

cookiesandgilk — Wed, 05 Jan 2022 15:09:26 GMT

Hello all,

Today is the beginning of my monthly billing cycle. This morning, I received my reward for having autopay setup. However, autopay has not been activated yet. When I attempt to manually add funds to my account via *611 or through self-serve, it does not go through.

Under my self-serve, it also says that my account is suspended.

I know that I can ignore that error since I have autopay setup, but I still have been unable to make any calls or texts for 5 hours.

Any help would be appreicated.

Re: Autopay Not being applied on the account

mimmo — Sat, 28 Dec 2019 22:45:21 GMT

@cookiesandgilk how much are your available funds? $0 or your plan amount?

This link might be helpful

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-funds-but-will-not-renew-or-re/m-p/284552?search-action-id=38319853505&search-result-uid=284552

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Re: Autopay Not being applied on the account

cookiesandgilk — Sat, 28 Dec 2019 22:57:05 GMT

There is 2$ on my account right now.

Re: Autopay Not being applied on the account

mimmo — Sat, 28 Dec 2019 22:59:31 GMT

Try deleting your credit card and Adding it again.

Re: Autopay Not being applied on the account

PAULRANG18 — Sat, 28 Dec 2019 23:03:07 GMT

A lot of issues here. Best to contact a moderator by clicking ?, bottom right, and follow instructions to submit a ticket.

Re: Autopay Not being applied on the account

mimmo — Sat, 28 Dec 2019 23:08:16 GMT

@PAULRANG18 I think it's a bit early to contact mods. I believe there was an issue processing the credit card, so the easiest way to fix that is to remove it then add it or a new one. If they can't get the service going after that they can contact moderators or even buy a voucher and do a manual payment, instead of waiting for a reply.

Re: Autopay Not being applied on the account

geopublic — Sat, 28 Dec 2019 23:36:32 GMT

@cookiesandgilk If your plan was up for renewal and your phone is still working you can ignore this message. The temporary plan suspension although confusing is a normal part of Public Mobile's renewal process and in many ways it's best to simply not monitor the account during the renewal process.

If you are not familiar with the Public Mobile renewal process the temporary suspended status could easily cause concern and panic and and cause the customer to take uncecessary actions (Making onetime payments) that ofter result in account suspension possibly requiring moderator intervention and uncessary downtime.

The way the PM renewal process works is as follows:

1. Plan will show "expired" sometime before midnight.
2. Rewards get converted to available funds at midnight, rewards reset and account shows Suspended (temporary).
3. In the early hours, if there any available funds they are credited first then if necessary the AP credit card gets charged to cover the plan cost renewal.
4. Plan gets renewed and the account status changes back to Active.

Re: Autopay Not being applied on the account

mimmo — Sat, 28 Dec 2019 23:48:50 GMT

I'm sorry, but @geopublic did you read the entire first post? The last sentence states:

"I know that I can ignore that error since I have autopay setup, but I still have been unable to make any calls or texts for 5 hours."

Re: Autopay Not being applied on the account

geopublic — Sun, 29 Dec 2019 00:29:05 GMT

@mimmo Yes, i did just pointing out that if intervening while the renewal is in progress there is a risk of the account getting suspended.

Re: Autopay Not being applied on the account

Staliger — Sun, 29 Dec 2019 04:22:39 GMT

@cookiesandgilk wrote:
Hello all,
Today is the beginning of my monthly billing cycle. This morning, I received my reward for having autopay setup. However, autopay has not been activated yet. When I attempt to manually add funds to my account via *611 or through self-serve, it does not go through.
Under my self-serve, it also says that my account is suspended.
I know that I can ignore that error since I have autopay setup, but I still have been unable to make any calls or texts for 5 hours.
Any help would be appreicated.

Try to re-enable your Autopay service, restart your device, and try to add extra funds manually again. If reactivation button didn't help, you can ask for moderator's help: click the "?" in lower right side of the page, type "contact moderator", and follow directions.

Re: Autopay Not being applied on the account

cookiesandgilk — Sun, 29 Dec 2019 18:14:46 GMT

I tried to add funds manually, however I got a 'Unable to process transaction' error. Additionally, when I try and remove/add the credit card, I get the same error.

Re: Autopay Not being applied on the account

cookiesandgilk — Sun, 29 Dec 2019 18:15:11 GMT

I also still have no service a day later.

Re: Autopay Not being applied on the account

geopublic — Sun, 29 Dec 2019 18:19:18 GMT

@cookiesandgilk wrote:
I also still have no service a day later.

@cookiesandgilk Best to submit a ticket if you haven't already done so too many issues to fix on your own.

Re: Autopay Not being applied on the account

mimmo — Sun, 29 Dec 2019 18:48:31 GMT

@cookiesandgilk I would buy a voucher and apply it. Then deal with the adding the credit card again.

Edit: this link might have some helpful hints

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Common-Solutions-Credit-Card-Payment-Authorization-Not-Accepted/m-p/233735

Re: Autopay Not being applied on the account

cookiesandgilk — Mon, 30 Dec 2019 16:17:31 GMT

I still have no service a few days later. I am unable add add a new credit card. This is unacceptable.

Re: Autopay Not being applied on the account

Anonymous — Mon, 30 Dec 2019 16:22:15 GMT

@cookiesandgilk wrote:
I still have no service a few days later. I am unable add add a new credit card. This is unacceptable.

Good grief. Did you try the voucher method mentioned? Do that and get your services working and then figure out what's wrong the card.

Re: Autopay Not being applied on the account

Yellowcello — Sat, 04 Apr 2020 18:51:40 GMT

Re: Autopay Not being applied on the account

dabr — Sat, 04 Apr 2020 18:53:46 GMT

@Yellowcello Can you log into your account and if you see the Reactivate button (top right), click that and see if it will push your payment through? Also reboot the phone afterwards.

Re: Autopay Not being applied on the account

gblackma — Sat, 04 Apr 2020 18:54:16 GMT

@Yellowcello is there something that you need help with? Thanks.

Re: Autopay Not being applied on the account

dabr — Sat, 04 Apr 2020 18:56:16 GMT

@gblackma Lol...I assumed the title of the message was the problem 🙂