topic Re: Auto pay did not take payment in Get Support

Auto pay did not take payment

a_fakename — Wed, 05 Jan 2022 17:24:39 GMT

Hi there, auto pay did not take payment for July. My serviced has been suspended. What should I do, wait for the correction?

Re: Auto pay did not take payment

Anonymous — Fri, 10 Jul 2020 04:25:44 GMT

@a_fakename wrote:
Hi there, auto pay did not take payment for July. My serviced has been suspended. What should I do, wait for the correction?

If your services are still working then let it do the renewal overnight. At noon ET you should get a text saying all is well. (not those words)

Re: Auto pay did not take payment

computergeek541 — Fri, 10 Jul 2020 04:27:52 GMT

@a_fakename If you try to use your service, does it work? I ask because at the time near renewal, the self serve account will erroneously report expired plans and suspended accounts when they aren't.

Re: Auto pay did not take payment

Jb456 — Fri, 10 Jul 2020 04:30:22 GMT

@a_fakename if service still works then that's normal renewal process.

Account goes.

Active to Expired
Expired to Suspended with this note
Then once system updates it goes from suspended back to active.

I believe this is the text that @Anonymous was referring to.

Is your phone still working?

Re: Auto pay did not take payment

geopublic — Fri, 10 Jul 2020 05:06:11 GMT

@a_fakename If your phone is currently not working then try to make a manual payment for the amount owing + $1 and hit the reactivate button to get your service up and running again.

If it doesn't work the submit a ticket to PM and ask them to fix the issue.

Re: Auto pay did not take payment

a_fakename — Fri, 10 Jul 2020 05:27:22 GMT

Thank you for your response, no my .service does not work

Re: Auto pay did not take payment

a_fakename — Fri, 10 Jul 2020 05:28:17 GMT

No service =(

Re: Auto pay did not take payment

gpixel — Fri, 10 Jul 2020 05:36:40 GMT

@a_fakename login to your self serve account and make a manual payment. once you have "available funds" you can click the reactivate button

if you still can't make a payment you can contact customer support here to create a ticket

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

make sure to check your inbox(top right corner envelope icon) periodically, for a message

Re: Auto pay did not take payment

a_fakename — Fri, 10 Jul 2020 05:32:25 GMT

Thank you. I did try to make a manual payment, when I first discovered my phone wasn't working, but I got a bounce back message from Public mobile. I have checked my credit card and all seems well. I will try the ticket thing you suggested.

Re: Auto pay did not take payment

Dunkman — Fri, 10 Jul 2020 05:33:55 GMT

@a_fakename wrote:
No service =(

@a_fakename

Follow the instructions above. If no service, you will need to manually load up funds equivalent to your plan fee. Then it should restart your plan.

Re: Auto pay did not take payment

Dunkman — Fri, 10 Jul 2020 05:38:25 GMT

@a_fakename

@a_fakename wrote:
Thank you. I did try to make a manual payment, when I first discovered my phone wasn't working, but I got a bounce back message from Public mobile. I have checked my credit card and all seems well. I will try the ticket thing you suggested.

Moderators will probably respond by tomorrow sometime.

Website can be finicky. You can try to clear cache, incognito mode or another web browser. Try to manually load funds again.

If you can't manually load funds via self service account, you could try dialing 611 from your phone to load up funds

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

Re: Auto pay did not take payment

a_fakename — Fri, 10 Jul 2020 05:45:06 GMT

Just tried again to manually pay, it was unsuccessful. Message blames card, but card is good. Made purchase today and has already been posted to account.

Re: Auto pay did not take payment

a_fakename — Fri, 10 Jul 2020 05:46:50 GMT

How do I submit a ticket?

Re: Auto pay did not take payment

geopublic — Fri, 10 Jul 2020 05:53:20 GMT

@a_fakename Hit the ? Bottom right of your screen.

Re: Auto pay did not take payment

gpixel — Fri, 10 Jul 2020 05:53:57 GMT

@a_fakename if you really need your service activated you can purchase a voucher from

https://www.recharge.com/en

this is how to create a ticket using SIMon

https://productioncommunity.publicmobile.ca/t5/Discussions/Easy-way-to-open-a-ticket-via-SIMon/m-p/565918