topic Re: why did autopay stop working in Get Support

why did autopay stop working

mferre — Wed, 05 Jan 2022 15:25:29 GMT

It's been fine for the past few months, but now my account is suspended. My credit card company has no record of any attempt from Public Mobile to charge the card recently. I also can't successfully add another credit card. This looks like it's entirely on your end. What gives?

Re: why did autopay stop working

Staliger — Sat, 25 Jan 2020 02:10:34 GMT

@mferre wrote:
It's been fine for the past few months, but now my account is suspended. My credit card company has no record of any attempt from Public Mobile to charge the card recently. I also can't successfully add another credit card. This looks like it's entirely on your end. What gives?

Sometimes, autopay doesn't work properly. In order to prevend such problems like yours, it is recommended to do manual payment even with enabled Autopay.

Add funds to account manually with $1 extra than you should pay and reactivate the service. If still doesn't work, I can advise send a message to the moderators though this link:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Explain the situation, and they can look into it. OR click the "?" in lower right side of the page, type "contact moderator", and follow directions to create a ticket.

Re: why did autopay stop working

computergeek541 — Sat, 25 Jan 2020 02:10:30 GMT

@mferre wrote:
It's been fine for the past few months, but now my account is suspended. My credit card company has no record of any attempt from Public Mobile to charge the card recently. I also can't successfully add another credit card. This looks like it's entirely on your end. What gives?

Is your service still working? I ask because, as you know, on the night the plan is about to renew, the self serve account will always switch to an plan expired status, even if nothing is wrong. Since you're unable to add another card at the moment, the quicket way to get your service to work again (if it has stopped working) would be either to purchase a payment voucher from a retail (such as Shopper's Drug Mart) or online (such as recharge.com) store.

Re: why did autopay stop working

mferre — Sat, 25 Jan 2020 02:35:46 GMT

Thanks for the advice and help. I guess I have to head out and buy a voucher to get my service back.

But I don't understand how autopay can "sometimes not work" when it's been fine for months and nothing at all has changed with my credit card. My daughter was out today with no service on her phone and I wasn't given any notice that the service was suspended. Public Mobile has my email address, why not tell me that you're having issues?

Re: why did autopay stop working

will13am — Sat, 25 Jan 2020 03:22:43 GMT

@mferre wrote:
Thanks for the advice and help. I guess I have to head out and buy a voucher to get my service back.

But I don't understand how autopay can "sometimes not work" when it's been fine for months and nothing at all has changed with my credit card. My daughter was out today with no service on her phone and I wasn't given any notice that the service was suspended. Public Mobile has my email address, why not tell me that you're having issues?

This is a prepaid service. They have no way of telling whether a customer wishes to stop the service or wants to continue but payment is not working. So, the onus is on the customer to be on top of things. Having a wonky self serve does not make the situation easier for customers.

Re: why did autopay stop working

CannonFodder — Sat, 25 Jan 2020 03:27:30 GMT

@mferre wrote:

But I don't understand how autopay can "sometimes not work" when it's been fine for months and nothing at all has changed with my credit card.

Yup, I got to agree! For those of us that hang out on these forums, it's a commonly seen complaint, but it really SHOULDN'T even be an issue at all. There's obviously something wrong with the system, that they can't seem to iron out, but it would be nice if this particular issue was dealt with once and for all.

Re: why did autopay stop working

totalUser — Sat, 25 Jan 2020 03:31:26 GMT

I'm paying manually to avoid this.

I get rewards because i an registered for autopay but i will never let it go through, pay the bill when I'm paying my electricity bill, actually i have two cycles worth on my account balance. I know my luck so I'm not taking chances.

Everybody i know i advise the same. It is prepaid service so you can think of it as a coin carwash, you have to add coin before it counts down completely otherwise it turns into a headache

Re: why did autopay stop working

CannonFodder — Sat, 25 Jan 2020 03:38:32 GMT

@totalUser wrote:
I'm paying manually to avoid this.
I get rewards because i an registered for autopay but i will never let it go through, pay the bill when I'm paying my electricity bill, actually i have two cycles worth on my account balance. I know my luck so I'm not taking chances.
Everybody i know i advise the same. It is prepaid service so you can think of it as a coin carwash, you have to add coin before it counts down completely otherwise it turns into a headache

Guess that's the pessimist in you coming out? 😉

Re: why did autopay stop working

totalUser — Sat, 25 Jan 2020 03:45:16 GMT

@CannonFodder 🙂

Think I'm realist

Re: why did autopay stop working

CannonFodder — Sat, 25 Jan 2020 03:48:57 GMT

@totalUser wrote:
@CannonFodder 🙂
Think I'm realist

LOL, sad, but true! I guess I'm leaning towards optimist(or should that be daredevil), cuz I'm still not sure whether or not I'm going to add some funds for my next renewal, or just let it go, and see whether or not autopay actually works.

Re: why did autopay stop working

mferre — Sat, 25 Jan 2020 03:53:53 GMT

Thanks for the info - had no idea autopay was so unreliable with Public Mobile.

Re: why did autopay stop working

XionBunny — Sat, 25 Jan 2020 09:48:35 GMT

@mferre wrote:
Thanks for the info - had no idea autopay was so unreliable with Public Mobile.

Cause they'd honestly rather we all switch to koodo/Telus so they'd make more money, but we all know better, lol.