topic Re: every month account gets suspended in Get Support

every month account gets suspended

kjoshi — Wed, 05 Jan 2022 15:22:50 GMT

Hi,

although my account is on auto-pay, every month it suspend my plan.

Re: every month account gets suspended

Staliger — Wed, 15 Apr 2020 17:32:44 GMT

@kjoshi Sorry you faced this. Sometimes Autopay fails. So I personally recommend to do manual payment even with enabled Autopay. Just to prevent such suspension issues.

Re: every month account gets suspended

gblackma — Wed, 15 Apr 2020 17:34:48 GMT

@kjoshi as long as your services are working properly then ignore the status of your account. 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

If your services aren't working properly please tell us. Stay safe.

Re: every month account gets suspended

geopublic — Wed, 15 Apr 2020 17:36:13 GMT

@kjoshi wrote:
Hi,
although my account is on auto-pay, every month it suspend my plan.

@kjoshi That means that there is an issue with the credit card that you have on file. Did you get issued a new credit card? If yes, then you need to update the information using selfserve.

If the information has not change try making a one time payment of $1. If it errors out then you might submit a ticket to PM and ask them to investigate.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking here or the icon (bottom right of your screen).

If you are still having problems contacting Public Mobile then click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team

Re: every month account gets suspended

will13am — Wed, 15 Apr 2020 17:42:00 GMT

@kjoshi , has this ever led to an actual stoppage of the service? If not, don't worry about it. The account goes through a funky metamorphosis on renewal day. If the service is working, don't touch, don't even look. All will be normal by mid day.

Re: every month account gets suspended

Steamgurl — Wed, 15 Apr 2020 17:43:20 GMT

Re: every month account gets suspended

Steamgurl — Wed, 15 Apr 2020 17:45:35 GMT

I am trying to upgrade my plan to $50 to get more data but the "plan upgrade" web page doesn't show the plans? Huh?

Re: every month account gets suspended

RossN — Wed, 15 Apr 2020 17:50:08 GMT

@Steamgurl hi try deleting your cache reboot and use chrome in ingognito mode that usually clears up most issues f serve can a little temper mental lol

Re: every month account gets suspended

darlicious — Wed, 15 Apr 2020 17:53:38 GMT

@kjoshi Generally just stay out of your account as it goes thru renewal but if your interested yhe account will change the status as it goes thru each step so you will see:

Expired
Suspended
Active

Unless your autopay does fail and it will stay suspended until you manually add a payment. It may go to active immediately or you may have to click on Reactivate to start your services.

Re: every month account gets suspended

gblackma — Wed, 15 Apr 2020 17:53:45 GMT

@Steamgurl I just logged into my self service account and checked and it shows for me. Try clearing your browser history, go to private/ incognito mode and try again to change your plan. Hitting change I immediately loses you current plans payment and immediately charges you for the new plan. It's better to change at next cycle. See article on how to do it https://www.publicmobile.ca/en/on/get-help/articles/change-your-plan

Stay safe.