topic Re: Account Suspended, Autopay not working, tried manually making a payment in Get Support

Account Suspended, Autopay not working, tried manually making a payment

cphillips — Wed, 05 Jan 2022 16:40:29 GMT

I tried making a call this morning and got the message that my account was deactivated.

I logged on to find this message: Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan. Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

I've been using Autopay since January with no problems, so what gives? I tried removing my credit card and doing a manual payment and it still won't work. The card is not new and doesn't expire for another three years.

Re: Account Suspended, Autopay not working, tried manually making a payment

BearFBI — Thu, 16 Apr 2020 14:15:40 GMT

@cphillips Do you have another credit card you can try? There should be a Reactivate button. If nothing is working for you contact a moderator. If your in a rush you could buy a voucher or use an online voucher retailer like recharge.com while your waiting for a moderators response.

Contact a moderator:

Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.

Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.

Step 2: Tell SIMon what the issue is and see if he can find a solution for you.

Step 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

Step 4: Simon will present you with two choices. Choose “Account-specific question”

Step 5 Then choose “No, I want a human”

Step 6 Create your ticket

Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Or you could use this link:

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

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time

Re: Account Suspended, Autopay not working, tried manually making a payment

gblackma — Thu, 16 Apr 2020 14:12:58 GMT

@cphillips what message did you get when you tried to apply the payment? And is there a reactivate account button? Thanks.

Re: Account Suspended, Autopay not working, tried manually making a payment

Naepalm — Thu, 16 Apr 2020 14:12:01 GMT

@cphillips wrote:
I tried making a call this morning and got the message that my account was deactivated.

I logged on to find this message: Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan. Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

I've been using Autopay since January with no problems, so what gives? I tried removing my credit card and doing a manual payment and it still won't work.

If your payment is not working you should put a ticket in with SIMon

Has your card expired recently?

If you are willing you could go and purchase a voucher and try applying that, personally I wouldn't do that but when your in a pinch you could. The best bet is to contact the extremely amazing MOD team and have them fix your payment issue.

I would do this after I have exhausted all avenues:

How To Pay With Digital Vouchers

If you do not have access to, or prefer not to register a credit card or Visa Debit card to your account, you may also top-up your account using a digital payment voucher. However, please be aware that this would be done through a third-party, like Recharge.com, which would charge fees for their service.You can purchase a digital payment voucher (in the form of a code) through Recharge by following these steps:

Access the Recharge.com website
Select the desired top-up amount. Once you have selected the desired top-up amount, you will be shown a breakdown of the total, including the applicable fees that Recharge will charge you
Fill in your email address where you would like your code to be sent
Submit a payment; through Recharge, you can pay with a Visa or Mastercard credit card, Mastercard debit or PayPal account.
After your payment, the code will be sent immediately to your email address. Please check your spam folder if you do not receive your code immediately.
Once you have received your code from Recharge, you can then top-up your Public Mobile account by calling * 611 and following the prompts. Or you may also top-up by signing in to your Self-Serve account, select the ‘Payment’ tab, then ‘One Time Payment’. In the form on the next page, select ‘Payment Voucher’ as your payment method and enter your voucher code below, then click ‘Submit’.

Re: Account Suspended, Autopay not working, tried manually making a payment

cphillips — Thu, 16 Apr 2020 14:15:48 GMT

There is a reactivate button, so I click it every time.

After removing my credit card and trying to add it again, I get this message: Unable to Process Transaction Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged.

Re: Account Suspended, Autopay not working, tried manually making a payment

cphillips — Thu, 16 Apr 2020 14:17:09 GMT

Thanks, I've put in a ticket.

As I said, the card doesn't expire for a while. The message I get when trying to reactivate is: Unable to Process Transaction Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged.

Re: Account Suspended, Autopay not working, tried manually making a payment

BearFBI — Thu, 16 Apr 2020 14:19:23 GMT

@cphillips Dou you have any other credit card you can try? What about a different web browser. try clearing the cache or going into intigonto mode

Re: Account Suspended, Autopay not working, tried manually making a payment

kselmak — Thu, 16 Apr 2020 14:18:43 GMT

What happens when you try to apply the payment? What kind of message you get?

Do you have another card?

You can apply voucher in a meantime, gas stations have it if you can't leave you can use ding.com or recharge.com

Don't try too many times your card may be flagged by system. If you suspect that happened please contact moderators to help you with it https://publicmobile.ca.ada.support/chat/

Re: Account Suspended, Autopay not working, tried manually making a payment

gpixel — Thu, 16 Apr 2020 14:38:51 GMT

Re: Account Suspended, Autopay not working, tried manually making a payment

cphillips — Thu, 16 Apr 2020 14:20:31 GMT

Thanks, I tried that too and still no luck. I've submitted a ticket.

Re: Account Suspended, Autopay not working, tried manually making a payment

gblackma — Thu, 16 Apr 2020 14:20:56 GMT

Your card may be locked from too many attempts @cphillips . Contact the moderators as suggested earlier by @Naepalm. Ask them to add the credit card for you. While you wait on them to respond, wait 1 hour from last attempt to add the credit card, go to private/ incognito mode and try again to add it. The system has been iffy

When entering your debit/ credit card information:
1. Enter the credit card address exactly as it appears on your statement ( capitalize all if necessary ).
2. Leave the apartment field blank, if applicable enter your apt in the street address field ie xxx - street address.
3. Enter your postal code without spaces ( if there is a space on the credit card statement then enter the first 5 digits only with the space).

Once you have done it, if your account is suspended and there is a reactivate account button. 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

Stay safe.

Re: Account Suspended, Autopay not working, tried manually making a payment

BearFBI — Thu, 16 Apr 2020 14:21:23 GMT

@cphillips Good In the meantime your going to have to use a voucher.

Re: Account Suspended, Autopay not working, tried manually making a payment

cphillips — Thu, 16 Apr 2020 14:21:31 GMT

I get this message: Unable to Process Transaction
Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged.

I've submitted a ticket. Thanks for your suggestion.

Re: Account Suspended, Autopay not working, tried manually making a payment

cphillips — Thu, 16 Apr 2020 14:22:03 GMT

Thanks, I tried that and using a different browser and still no luck. I've submitted a ticket.

Re: Account Suspended, Autopay not working, tried manually making a payment

Triguy — Thu, 16 Apr 2020 14:24:19 GMT

You could try making a $1 payment. Also try making your phone lost.

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

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: Account Suspended, Autopay not working, tried manually making a payment

cphillips — Thu, 16 Apr 2020 14:26:03 GMT

Thanks, that's helpful. I've been in touch with the moderators and they are working on it.

Re: Account Suspended, Autopay not working, tried manually making a payment

ddeep91 — Thu, 16 Apr 2020 14:27:13 GMT

@cphillips wrote:
There is a reactivate button, so I click it every time.

After removing my credit card and trying to add it again, I get this message: Unable to Process Transaction Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged.

@cphillips

Log out of your account, Clear your history/cache, try incognito mode. Try to use a different card if you have. You can also call 611 from your phone and see if you can make the payment to your account.

The only other thing I could think of is if you have made too many attempts trying to add your credit card. It puts a block against your credit card for security reasons.

You can create/submit a ticket to get that solved.

To Submit a ticket,

Start a conversation with the Public's virtual assistant, SIMon Click The "?" at the bottom right corner.

This connects to the Autobot SImon.

Type "Moderator" and follow the prompts.
Click on the " Account Specific Question
Afterward click on "No, I want a human
You will see a "Submit a ticket Click me!

Type a message describing the problem.

You can also >>>Click here<<< to connect with SImon and submit a ticket.

Re: Account Suspended, Autopay not working, tried manually making a payment

Anonymous — Thu, 16 Apr 2020 14:28:16 GMT

@cphillips wrote:
Thanks, that's helpful. I've been in touch with the moderators and they are working on it.

When did you submit the ticket? That sounds like a nice fast response.

Re: Account Suspended, Autopay not working, tried manually making a payment

cphillips — Thu, 16 Apr 2020 14:28:19 GMT

Thanks for the suggestions, I've been in touch with the moderators.

Re: Account Suspended, Autopay not working, tried manually making a payment

cphillips — Thu, 16 Apr 2020 14:28:57 GMT

20-30 minutes ago? I agree!