topic Re: Was there a problem with AutoPay this past week? in Get Support

Was there a problem with AutoPay this past week?

JoeCanadian — Wed, 05 Jan 2022 16:14:30 GMT

I just realized my AutoPay failed around Mar 22 (Sunday) and my account is now suspended. Was there a problem? Also, should I make a manual payment to reactivate or will this get fixed on its own?

Re: Was there a problem with AutoPay this past week?

ShawnC13 — Fri, 27 Mar 2020 17:35:34 GMT

@JoeCanadian wrote:
I just realized my AutoPay failed around Mar 22 (Sunday) and my account is now suspended. Was there a problem? Also, should I make a manual payment to reactivate or will this get fixed on its own?

I didn't hear of any widespread problem. If your phone is still deactivated I would go in and make a payment and reactivate your account.

Re: Was there a problem with AutoPay this past week?

JoeCanadian — Fri, 27 Mar 2020 17:36:43 GMT

Thanks - i will do that ShawnC13. I've been with PM for a while and this is the first something like this has happened.

Re: Was there a problem with AutoPay this past week?

Staliger — Fri, 27 Mar 2020 17:37:13 GMT

@JoeCanadian Sometimes Autopay fails unfortunately. That's why it is recommended to pay manually even with enabled Autopay to prevent any suspension issues....

Re: Was there a problem with AutoPay this past week?

gblackma — Fri, 27 Mar 2020 17:39:23 GMT

@JoeCanadian is there a reactivate account button? Then you may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and amount due.
3. Select the reactivate account button.
4. Restart your phone.
or can also use 611 to make your payment( once you know your 4 digit pin):
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Let us know if it works. Thanks

Re: Was there a problem with AutoPay this past week?

popping — Fri, 27 Mar 2020 17:43:17 GMT

@Alan_K @Tiana_V

There were failed renewal issue with autopay for the past few days.

Please provide update. Thanks

Re: Was there a problem with AutoPay this past week?

geopublic — Fri, 27 Mar 2020 17:49:04 GMT

@JoeCanadian wrote:
I just realized my AutoPay failed around Mar 22 (Sunday) and my account is now suspended. Was there a problem? Also, should I make a manual payment to reactivate or will this get fixed on its own?

@JoeCanadian There have been many reports of Auto Pay failing this week. Unfortunately after this happens manual intervention is required by the customer to get their account going again.

Re: Was there a problem with AutoPay this past week?

JoeCanadian — Fri, 27 Mar 2020 17:55:09 GMT

oh man - it was my fault. Credit card number changed. My bad.

Re: Was there a problem with AutoPay this past week?

mpcdesign — Fri, 27 Mar 2020 18:02:45 GMT

@JoeCanadian, lol. classic. Learn something new didn't you! hehe

Re: Was there a problem with AutoPay this past week?

hairbag1 — Fri, 27 Mar 2020 18:15:56 GMT

@JoeCanadian wrote:
oh man - it was my fault. Credit card number changed. My bad.

Log into My Account, click the Payment tab. Scroll down to Manage my card. There you can delete old card info and add new card info. Then you can manually make your payment and Reactivate your account.

Re: Was there a problem with AutoPay this past week?

CannonFodder — Fri, 27 Mar 2020 19:10:16 GMT

@JoeCanadian wrote:
oh man - it was my fault. Credit card number changed. My bad.

Yeah, autopay failure is fairly common, as is forgetting to swap credit card info.....

Re: Was there a problem with AutoPay this past week?

kimmycooper — Fri, 27 Mar 2020 20:12:29 GMT

Did you change your credit/debit card ? if so put in new info

Re: Was there a problem with AutoPay this past week?

JoeCanadian — Fri, 27 Mar 2020 20:16:54 GMT

I used the REACTIVATE BUTTON and that is where I saw it was using the incorrect card number. That screen allowed me to MANAGE CARDs where I could replace the card with a new one.

Once the new card data was entered and accepted, I went back to the REACTIVE screen, and paid the amount owning. The account sprang to life almost immediately.

Now the AutoPay will use my new card number going forward. It was a very easy process.

Re: Was there a problem with AutoPay this past week?

CannonFodder — Fri, 27 Mar 2020 21:12:55 GMT

@JoeCanadian wrote:
I used the REACTIVATE BUTTON and that is where I saw it was using the incorrect card number. That screen allowed me to MANAGE CARDs where I could replace the card with a new one.

Once the new card data was entered and accepted, I went back to the REACTIVE screen, and paid the amount owning. The account sprang to life almost immediately.

Now the AutoPay will use my new card number going forward. It was a very easy process.

Thanks for posting that - although I've seens TONS of posts from people advising how to do it, I don't believe I've seen any, where someone has detailed what they did, and how quickly their service was restored. 👍

Also, just be aware, that although autopay SHOULD be ok from now on, it won't NECESSARILY be - I saw one thread on here, in which the person complaining that autopay didn't work, had been with PM for 4yrs. and autopay hadn't failed in all that time.... until it did.

Re: Was there a problem with AutoPay this past week?

blue1 — Sat, 28 Mar 2020 03:01:45 GMT

Were is the reactivate button??????

Re: Was there a problem with AutoPay this past week?

CannonFodder — Sat, 28 Mar 2020 03:10:11 GMT

@blue1 wrote:
Were is the reactivate button??????

I was looking for that yesterday too, but couldn't find it..... could've sworn I'd seen it before, though. Someone else will probably chime in, but I suspect it doesn't show up unless your account has been suspended.

Re: Was there a problem with AutoPay this past week?

JoyLuck — Sat, 28 Mar 2020 03:17:23 GMT

CannonFodder,

You are correct!

https://productioncommunity.publicmobile.ca/t5/Discussions/Reactive-button-where/m-p/419735

Re: Was there a problem with AutoPay this past week?

CannonFodder — Sat, 28 Mar 2020 03:25:22 GMT

@JoyLuck Thought I'd seen that info somewhere before.... thanks! 👍

Re: Was there a problem with AutoPay this past week?

kimmycooper — Mon, 26 Apr 2021 17:23:00 GMT

My credit debit card was cancelled because i lost it so i just put in new card so how long does it take to take $ from the bank and turn my phone back on

Re: Was there a problem with AutoPay this past week?

dabr — Mon, 26 Apr 2021 17:26:36 GMT

@kimmycooper wrote:
My credit debit card was cancelled because i lost it so i just put in new card so how long does it take to take $ from the bank and turn my phone back on

@kimmycooper You'll need to make a manual payment for the cost of your plan from your registered Debit/CC and click the Reactivate button if the account is currently suspended because of lack of payment.