topic Re: Plan expired - auto pay didn't work and manual payments failed in Get Support

Plan expired - auto pay didn't work and manual payments failed

Da6s — Wed, 05 Jan 2022 17:23:44 GMT

We've been on auto-pay for months now and haven't had any issues, however, this time we got a "plan expired" message and the phone is unusable with a recording to call *611. I've called *611 and attempted to add funds three times (used both our credit cards) and they "failed at this time". I also tried to submit a payment online through our account, ALSO a no go. I even tried the "lost and found" phone trick... didn't work either.

On my profile I have a message saying:
"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."

BUT... the "autopay" date was last night and the phone is still giving us the "call *611" message. I can't seem to get a human to ask for assistance through *611 either.

Help?!

Re: Plan expired - auto pay didn't work and manual payments failed

shep22 — Wed, 08 Jul 2020 18:41:43 GMT

@Da6s you could try buying a voucher at your local walmart contact the moderator click the question mark bottom right corner to contact the moderators ask Simon the robot to speak to a human to generate a ticket mention credit card issues check envelope top right for a response they usually reply between 2-48 hours

Re: Plan expired - auto pay didn't work and manual payments failed

hairbag1 — Wed, 08 Jul 2020 18:43:13 GMT

@Da6s wrote:
We've been on auto-pay for months now and haven't had any issues, however, this time we got a "plan expired" message and the phone is unusable with a recording to call *611. I've called *611 and attempted to add funds three times (used both our credit cards) and they "failed at this time". I also tried to submit a payment online through our account, ALSO a no go. I even tried the "lost and found" phone trick... didn't work either.

On my profile I have a message saying:
"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."

BUT... the "autopay" date was last night and the phone is still giving us the "call *611" message. I can't seem to get a human to ask for assistance through *611 either.

Help?!

No human to "talk to" at Public Mobile. Log into your account to confirm if your plan is Active or Suspended. Do you have sufficient $$ in Available Funds to cover cost of renewal ?

Is your phone features working right now ?

Re: Plan expired - auto pay didn't work and manual payments failed

Staliger — Wed, 08 Jul 2020 18:44:27 GMT

@Da6s Make a manual payment through self-service account and reactivate you plan. Then restart your phone. It should help.

Re: Plan expired - auto pay didn't work and manual payments failed

Danchvn — Wed, 08 Jul 2020 18:45:38 GMT

@Da6s At times the auto pay does fail, requiring users to make a manual payment.

After a number of attempts of entering card information the system will lock you out for approximately 1 hr. At times Public Mobile will also block your card, requiring you to contact the moderators. You can do this by clicking on the question mark in the lower right of the page and raising a ticket.

What some pers have found works is waiting an hour for the system to reset and trying again using incognito mode and clearing cache in your browser.

Make sure you enter CC address information exactly as indicated on your CC bill including capitalization. Do not put anything in the apartment field if that applies to you.

Re: Plan expired - auto pay didn't work and manual payments failed

Da6s — Wed, 08 Jul 2020 18:51:29 GMT

Thanks for the reply @hairbag1, the plan has "expired" I have a credit balance of $4 and my account looks like it's in good standing (not suspended). When attempting to pay with credit cards, it's failed on both types of cards.

I may have to try to use the Walmart prepaid card (that @shep22 recommended) to get things going again...

as for the phone itself, the hardware is functioning normally (for the most part). Now that I'm on wifi at home I can surf the web and whatnot but can't even make phone calls over wifi.

Re: Plan expired - auto pay didn't work and manual payments failed

Da6s — Wed, 08 Jul 2020 18:56:50 GMT

Thanks @Staliger, but that has failed also. I think I might go and buy a prepaid card and see if that works.

Re: Plan expired - auto pay didn't work and manual payments failed

Da6s — Wed, 08 Jul 2020 18:54:48 GMT

Thanks @Dan, I didn't try the incognito mode trick.

I'm thinking that going "incognito" might be something I should do more often than not! Part of the whole keep-my-privacy-my-own type idea.

Re: Plan expired - auto pay didn't work and manual payments failed

totalUser — Wed, 08 Jul 2020 18:55:09 GMT

Seems to affect lots of people today.

Please contact moderators

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

Re: Plan expired - auto pay didn't work and manual payments failed

Da6s — Thu, 09 Jul 2020 02:50:38 GMT

I think this is all I have left to try @shep22! I started a ticket and send the moderator_team a private message. Thanks for the prepaid card idea. 🙂

===UPDATE===
I purchased a prepaid PM card at my local Walmart and loaded it using the *611. It was simple and fairly easy process to get the phone going again, thanks for the advice!

Re: Plan expired - auto pay didn't work and manual payments failed

hairbag1 — Wed, 08 Jul 2020 18:57:14 GMT

@Da6s...have a look at reputable on-line payment service such as recharge.com or ding.com for quick renewal...then deal with cc and autopay later.

Re: Plan expired - auto pay didn't work and manual payments failed

Da6s — Wed, 08 Jul 2020 18:58:33 GMT

Thanks @totalUser (great user name by the way!), I've started ticket, we'll see what happens.

It's a little validating to know it's not "just me". 😉

Re: Plan expired - auto pay didn't work and manual payments failed

Barbie2 — Wed, 08 Jul 2020 19:38:39 GMT

@Da6s I do not think you are the only one, this looks like a big problem for public mobile. Maybe those last couple downtimes were because they re fixing auto pay???

Re: Plan expired - auto pay didn't work and manual payments failed

gpixel — Wed, 08 Jul 2020 20:59:05 GMT

@Da6s is your card expiry still valid? did it recently change?

you can also try paying through 611 if your card is in good standing

Re: Plan expired - auto pay didn't work and manual payments failed

Da6s — Thu, 09 Jul 2020 02:44:25 GMT

Great questions @gpixel! The card is in good standing... turns out the fraud department flagged my card for some reason but failed to let me know I should contact them to validate... oops!

Re: Plan expired - auto pay didn't work and manual payments failed

Da6s — Thu, 09 Jul 2020 02:45:07 GMT

I'm glad I'm not the only one @Barbie2!

Re: Plan expired - auto pay didn't work and manual payments failed

Da6s — Thu, 09 Jul 2020 02:49:09 GMT

It turns out the fraud department flagged my card for some reason (too many purchases?) but failed to let me know I should contact them to validate... oops!

the immediate solution was to purchase a Public Mobile pre-paid card through my local Walmart (on the same credit card as my auto-pay). At Walmart, they seemed a little baffled as to how to sell me the card... they needed to scan the "no value" voucher then put it under "55" in the Walmart system/on their keypad. Then a 12 digit number printed out in addition to the receipt (MAKE SURE TO GET THAT LITTLE PAPER AT THE END).

I'm still waiting to hear about my credit card from PM. I'll try to remember to keep everyone updated! 😄

Re: Plan expired - auto pay didn't work and manual payments failed

cellphoneuser1 — Thu, 09 Jul 2020 10:28:48 GMT

@Da6s

Card flagging usually happens when somebody tries to charge card many times in a row. That makes it look like stolen card.

Re: Plan expired - auto pay didn't work and manual payments failed

kiraleanne — Wed, 02 Dec 2020 17:06:00 GMT

I too had this issue, although I suspect it was my credit card that was causing the problem. It might not be the same cause, but the solution might work for others experiencing this problem.

I have had auto pay set up for a long time, no issue. Same problem, suddenly my service was cut off and my account suspended. I logged in online to discover it was because my plan "expired". Thought that meant they had discontinued my plan, but that wasn't it. I received the same message. So I tried replacing the credit card on file with the same credit card and it said the card was denied by my issuer (just recently received a replacement credit card after my old one expired and I have since had the occasional online retailer deny the transaction because of a card problem, weird I know).

Instead, I added my Visa debit card to my account and that took. Was able to make a payment and reactivate my service. Will be calling my credit card company demanding a new card because I called them about this before but they said there was no problem with the card and it must be the retailers.

Re: Plan expired - auto pay didn't work and manual payments failed

JK8 — Wed, 02 Dec 2020 17:11:09 GMT

@kiraleanne

Autopay does fail. To prevent this from happening in the future add money to Available Funds a few days before renewal. The renewal process will take the money out of Available Funds and you can leave the credit card on file for the $2 autopay reward. There is nothing wrong with your card. It is Public Mobile.