topic Re: Plan expired due to non-payment, autopay active and credit card working in Get Support

Plan expired due to non-payment, autopay active and credit card working

esaad86 — Wed, 05 Jan 2022 16:57:28 GMT

Hi,

I got the message "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."

My credit card is working fine and it's been on autopay for the past 4 years without issues. When I attempt to pay manually from my account as well, it doesn't go through, and I called my bank and they said the charge doesn't even appear to reach them whatsoever, so it is a problem on Public Mobile's end.

Anyone know how to get this fixed? I have no other card to use unfortunately and my phone is not working now.

I am on the Fall 2016 promo plan for $120 12gb 3 months so I don't want to lose the plan by having the account expire.

Re: Plan expired due to non-payment, autopay active and credit card working

darlicious — Sun, 17 May 2020 13:17:48 GMT

@esaad86

It sounds like an autopay failure. Double check that your card has not expired. Then try again to make a manual payment but first clear your browser, open one tab only in secret/incognito mode in chrome, Firefox or safari.

Re: Plan expired due to non-payment, autopay active and credit card working

esaad86 — Sun, 17 May 2020 13:19:18 GMT

I checked and card is valid, even just used it 5 minutes ago. Tried manual pay again, still not working.

Re: Plan expired due to non-payment, autopay active and credit card working

gblackma — Sun, 17 May 2020 13:19:52 GMT

@esaad86 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 Using 611 to make your payment: ( you need your 4 digit pin to buy an add on)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Stay safe.

Re: Plan expired due to non-payment, autopay active and credit card working

darlicious — Sun, 17 May 2020 13:20:57 GMT

@esaad86

Are yoh getting an error message or a greyed out screen? Is the payment being submitted but not registering a transaction amount and not adding an amount to your balance?

Re: Plan expired due to non-payment, autopay active and credit card working

esaad86 — Sun, 17 May 2020 13:22:11 GMT

I get the message "Unable to process this transaction.
Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged."

Re: Plan expired due to non-payment, autopay active and credit card working

darlicious — Sun, 17 May 2020 13:24:30 GMT

@esaad86

As per @gblackma suggestion try paying with your credit card via 611. Do you know your pin#?

Edit: Actually if you call your number from another phone you don't need your pin # either.

Re: Plan expired due to non-payment, autopay active and credit card working

esaad86 — Sun, 17 May 2020 13:22:55 GMT

I tried calling in to 611, it says it doesn't go through and contact my credit card company. When I contact the credit card company, they say nothing is being attempted to be charged.

Re: Plan expired due to non-payment, autopay active and credit card working

esaad86 — Sun, 17 May 2020 13:27:25 GMT

I just tried on my wife's account to make a payment with my same credit card and it worked. If I try to register her credit card on my account though, I get the same message when registering the card "Unable to process this transaction.
Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged."

Re: Plan expired due to non-payment, autopay active and credit card working

darlicious — Sun, 17 May 2020 13:28:48 GMT

@esaad86

Check your billing address for your card has there been a subtle change in your billing address compared to what's been registered in your account? ALL CAPS or St. ST. or street or 123 1st AVE W. Instead of 123 WEST 1st AVE? Look carefully it could be the tiniest change.

Re: Plan expired due to non-payment, autopay active and credit card working

esaad86 — Sun, 17 May 2020 13:30:10 GMT

I checked and it's all fine. The card has been working for the past 4 years on autopay as well without any issues and no changes have been made to my account or address or credit card.

Re: Plan expired due to non-payment, autopay active and credit card working

gblackma — Sun, 17 May 2020 13:31:20 GMT

@esaad86 can you do a manual deposit via the one time payment option? If you can do it for $1 more than the cost of the plan and got the reactivate button.

Re: Plan expired due to non-payment, autopay active and credit card working

kselmak — Sun, 17 May 2020 13:32:27 GMT

If you think your card may be flagged by the systeml pleasecontact moderators

https://publicmobile.ca.ada.support/chat/

Cheers

Re: Plan expired due to non-payment, autopay active and credit card working

esaad86 — Sun, 17 May 2020 13:33:22 GMT

Still the same error message whenever I go to pay.

Re: Plan expired due to non-payment, autopay active and credit card working

darlicious — Sun, 17 May 2020 13:34:58 GMT

@esaad86

Its definitely time to contact the moderators as per @gblackma instructions as its seems its your account but there have been similar issues lately....it could still be solved by you ahead of a moderator getting back to you. If you send a private message include the card info along with name on account, email, pin # and phone number and an explanation of the issue and everything you have already tried. Authorize the moderator to add your card, make your payment, reactivate your service and reregister you for autopay.

Re: Plan expired due to non-payment, autopay active and credit card working

esaad86 — Sun, 17 May 2020 13:35:18 GMT

I just submitted a ticket. Hopefully I hear back from them soon.

Re: Plan expired due to non-payment, autopay active and credit card working

RossN — Sun, 17 May 2020 13:37:02 GMT

@esaad86 Good morning if you have tried all that with no success you should probably speak to moderator to get this straightened out click on the? Lower right hand corner and ask Simon the bot to speak to a human this will help generate a ticket to speak with a moderator they should be able to straighten it out for you check the envelope top right corner to look for a reply good luck and have a great day and have a great day

Re: Plan expired due to non-payment, autopay active and credit card working

gblackma — Sun, 17 May 2020 13:37:09 GMT

While you wait for the moderators @esaad86 , if you manually deposited the full amount of the cost of the plan + $1. Then try the lost/ stolen trick. 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.

Stay safe.

Re: Plan expired due to non-payment, autopay active and credit card working

darlicious — Sun, 17 May 2020 13:40:56 GMT

@esaad86

The reason I asked you to check carefully is one member with the exact same problem fixed it by changing street to ST. Suddenly the system wouldnt recognize the address. Whether it was pm's system or the banks system making a change we dont know. Try a few slight differences when entering your address and/or check your official canada post address.

Re: Plan expired due to non-payment, autopay active and credit card working

Triguy — Sun, 17 May 2020 13:44:39 GMT

Try removing then add back your credit card.