topic Re: Autopay in Get Support

Autopay

niki1 — Wed, 05 Jan 2022 17:21:06 GMT

Signed up

for autopay months ago,last payment was taken out June 1st......phone has been shut off since yesterday(june30th)and no payment take out of my account yet?

Re: Autopay

niki1 — Wed, 01 Jul 2020 11:44:58 GMT

Can someone please tell me how to resolve this issue!?would like my phone to work!!!!!annoyed

Re: Autopay

Jb456 — Wed, 01 Jul 2020 11:47:42 GMT

When you log into your account what does the status say?

Was your payment due yesterday?

When you dial 611 what happens?

It may be that autopay failed. Has anything changed with your credit card details? Like expiry date?

You would likely have to make a manual payment and then "reactivate" your account.

Let us know what it says In your account.

Re: Autopay

Triguy — Wed, 01 Jul 2020 12:04:04 GMT

Autopay sometimes fails. You could purchase a voucher and call 611 to make a payment or use ding.com or recharge.com but there is a service charge.

Re: Autopay

gblackma — Wed, 01 Jul 2020 12:22:43 GMT

@niki1 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.

Now, if this fails, and everthing is okay with your credit card, ie didnt get a nw ome and forgot to replace it. Then contact the moderators and ask them to apply payment for you and to reset your service. There are 2 ways to contact the Moderator Team:

Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Welcome to PM .

Re: Autopay

Naepalm — Wed, 01 Jul 2020 14:55:44 GMT

@niki1

add funds to your account each month prior to your renewal to avoid this.

@Tiana_V another autopay fail.

Re: Autopay

tabi159w — Wed, 01 Jul 2020 20:18:25 GMT

Occasionally Autopay may fail. If this happens, make a manual payment and then check that Autopay is still enabled. I would suggest that you manually check each month that your payment has succeeded.

Re: Autopay

csk — Wed, 01 Jul 2020 20:58:56 GMT

I wasn’t able to pay using existing card or a new card. Have tried multiple times without luck. Address was correct. Its the ssme one have been using from couple of months. Can someone help me in reactivating my account

Re: Autopay

dabr — Wed, 01 Jul 2020 21:08:33 GMT

@csk wrote:
I wasn’t able to pay using existing card or a new card. Have tried multiple times without luck. Address was correct. Its the ssme one have been using from couple of months. Can someone help me in reactivating my account

@csk Have you tried paying by dialing 611? You could purchase a voucher online from recharge.com, ding.com or xoom.com, but there is a fee charged for the convenience. Or you could purchase one from a gas station or convenience store. I'm not sure how many retailers are open today as they can be an option too.

Clear your cache and cookies and use a new browser with incognito/private mode when trying to make your payment in your account.

Re: Autopay

gblackma — Wed, 01 Jul 2020 21:11:33 GMT

@csk did you contact the moderators and ask them to apply payment for you, as I suggested earlier? You may have to get a vouche to get your phone up and running now. Heres an article on vouchers and instant top ups. https://www.publicmobile.ca/en/on/get-help/articles/pay-for-your-services-in-retail . Stay safe.

Re: Autopay

popping — Wed, 01 Jul 2020 21:15:57 GMT

@csk wrote:
I wasn’t able to pay using existing card or a new card. Have tried multiple times without luck. Address was correct. Its the ssme one have been using from couple of months. Can someone help me in reactivating my account

After many failed attempts, PM server may have locked your account.

Create a moderator support ticket for help using the ? button at the right side bottom corner of this page.

1. Tell SIMon what is the issue (important)
2. Ask for "moderator"
3. SIMon will give your 2 choices. Click on the "Account-specific question"
4. Then, click on "No, I want a human"
5. Click "Submit a ticket"
6. Follow instruction to create support ticket.
7. After submitted a ticket, members should check their private message SENT folder for their ticket which they just created.
If you cannot find your ticket in your SENT box, You did not create your support ticket yet. Also monitor your INBOX for any reply from moderator.
Click the envelop icon at the top right corner to access your private message mailbox.

You can also enable email notification after receiving a private message at your INBOX.
My settings --> PREFERENCES --> Private Messenger --> enable "Receive email notifications for new private messages' --> Save

While your are waitfing for moderator, you can try again with the following tips:

Make sure the credit card address matches what is on your statement.
1. If you live in multi-unit building, don't use the unit # or apt#. Just use the building number.
2. If the postal code on your statement has a space in the middle, left the last digit out. PM check the first 6 characters of the postal code only including the middle space.

If your phone is not working, you can buy a PM topup voucher at Shell gas station to add fund to your account and get your phone working ASAP using PM self-serve portal or calling 611 from your phone.

Re: Autopay

csk — Thu, 02 Jul 2020 11:32:36 GMT

Yes I did submit a ticket with Mods. Its problem at server end, not accepting any CC payments on my account. They are trying to lift the block. Thank you.

Re: Autopay

Jb456 — Thu, 02 Jul 2020 11:45:26 GMT

@csk in the interim while they try to lift the block consider stopping at a gas station and picking up a voucher.

Petro Canada or Shell usually has on there terminal with all the other vouchers. Once purchased the print will have a 12digit pin on it. Normally the printout vouchers take 15 to 30 min to become active from time of purchase. Unlike actual top up cards that could take longer and some people said even up to 24 hours. So a voucher would be the best route.

There also sold at corner stores etc. Link below is a list for you.

https://www.publicmobile.ca/en/on/payment-voucher

Once you get it. You can dial 611 to apply in to your account or log into your self serve account and click "make a payment". From the dropdown for credit card you can switch to voucher then enter the 12 digit pin.

Re: Autopay

TurtleMcRib — Fri, 03 Jul 2020 00:16:44 GMT

Did you try to reapply a new base plan?