topic Re: Autopay in Get Support

Autopay

PeggyWicks — Wed, 05 Jan 2022 16:38:27 GMT

I’m set up for autopay but when I went into my account it says it’s expired. Why would this be?

Re: Autopay

computergeek541 — Mon, 13 Apr 2020 09:24:51 GMT

See if your service still works. If it does, your account isn't really suspended. The expired and suspended messages are caused by a bug that happens to all customers. During a renewal, this message really means that your plan will be suspended "if" your payment fails.

Re: Autopay

Triguy — Mon, 13 Apr 2020 10:05:59 GMT

If your service works then disregard the message. It is normal for your account to show as being expired before your renewal date.

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/EXPIRED-vs-SUSPENDED-AVAILABLE-FUNDS-vs-REWARDS-and-other/m-p/87391

Re: Autopay

PeggyWicks — Mon, 13 Apr 2020 09:58:10 GMT

Thank you.

Re: Autopay

gblackma — Mon, 13 Apr 2020 11:48:55 GMT

@PeggyWicks 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: Autopay

smorin — Mon, 13 Apr 2020 16:19:34 GMT

Hi, experiencing same issue - on autopay, sufficient amount in my account for payment, getting suspension notice, with a 'your account has expired' mention next to my account status. And I can't receive nor place any calls, getting 'Sorry' message. Not sure what to do at this point - pay manually as a one off? Or will that glitch be fixed today (payment date)? Thank you.

Re: Autopay

gblackma — Mon, 13 Apr 2020 16:25:25 GMT

@smorin Try these 3 tricks to restart your service

1. Restarting your phone. Turn your phone off, wait 30 seconds and restart.
2.Putting your phone on aeroplane mode for 5 minutes. Take it off and restart.
3.From your self service account enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone.

Let us know if this doesn't work. Thanks. Stay safe.

Re: Autopay

Triguy — Mon, 13 Apr 2020 16:31:30 GMT

Try making a manual payment of a $1. If you still need assistance then submit a ticket to a moderator by clicking on the question mark on the bottom right.

Re: Autopay

smorin — Mon, 13 Apr 2020 16:52:39 GMT

Tried actons 1 and 2, not to avail. Service still deactivated. Where do I find the lost phone option mentioned in your 3rd point? Thanks.

Re: Autopay

Triguy — Mon, 13 Apr 2020 16:54:53 GMT

Just follow these steps:

Log into your Self-Serve account
Go to Plan and Add-Ons > Lost/Stolen Phone
Select Suspend Service

Note that after 90 days in suspend, your account will be deactivated permanently so be sure to return to this page if you find your phone or decide to get a new SIM card.

If You Find Your Phone:

Hooray! Simply follow the same steps below to resume your service.

Log into your Self-Serve account
Go to Plan and Add-Ons > Lost/Stolen Phone
Select Resume Service

Re: Autopay

gblackma — Mon, 13 Apr 2020 16:56:26 GMT

@smorin Here. Within your self service account. See below

Re: Autopay

geopublic — Mon, 13 Apr 2020 17:18:11 GMT

@smorin wrote:
Tried actons 1 and 2, not to avail. Service still deactivated. Where do I find the lost phone option mentioned in your 3rd point? Thanks.

Try the following to get plan re-activated again. (Just keep going down the list)

Restart your phone
Lost/Stolen trick

wait a couple of minutes and then declare your phone found by using the same steps from above and restart your phone.
Add $1 to your account funds

If none of the above methods work submit a ticket to the Moderator Team for help.

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: Autopay

gpixel — Mon, 13 Apr 2020 20:07:48 GMT

@smorin you have sufficient amount in your bank account or in your self serve account? do you have available funds as in @gblackma screenshot? if not I would just manually pay it and then try the above mentioned posts to try and reactivate. it's a good practice to just manually pay a couple days ahead of time to avoid this situation since it's been happening to alot of consumers.