topic Re: Autopay issue in Get Support

Autopay issue

Carol1023 — Wed, 05 Jan 2022 20:46:48 GMT

I have question about my autopay. I have used the autopay ever since I open the account with public mobile. Recently I discovered the problem that the autopay is not automated to charge my credit card. I had manually to deposited the funds into my account that made my account reactivate. What's the weird problem of it?

Re: Autopay issue

Dtack — Fri, 04 Sep 2020 12:45:30 GMT

Hi - there have been a few issues with the Autopay - so I do the same as you and go in manually and pay so that you still receive the benefit of the Autopay. When 611 sends the message about the payment being due then I just make sure the funds are in the account. It seems to work.

Re: Autopay issue

Triguy — Fri, 04 Sep 2020 12:49:42 GMT

Most times autopay works but sometimes it doesn't. You could keep a balance in your account as a backup just in case it fails.

Re: Autopay issue

gblackma — Fri, 04 Sep 2020 12:50:13 GMT

@Carol1023 autopay has been known to fail. It works properly almost all the time and then it doesn't. Contact the moderators and tell them what happened. 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.

Re: Autopay issue

cavemantoronto — Fri, 04 Sep 2020 14:09:29 GMT

@Carol1023 It could be issue at Public Mobile or with card. Are other charges going to it fine?

Re: Autopay issue

Carol1023 — Fri, 04 Sep 2020 21:18:22 GMT

Yes. I have to keep funding in my account.

Re: Autopay issue

geopublic — Fri, 04 Sep 2020 21:25:22 GMT

@Carol1023 wrote:
Yes. I have to keep funding in my account.

@Carol1023 Hopefully Public fixes the problem soon!!

Re: Autopay issue

Carol1023 — Fri, 04 Sep 2020 22:30:53 GMT

Thanks. I have talked with virtual assistant, Simon several times, but I didn't think I got any help. From now on I keep funding in my account just in case the autopay fails.

Honestly I felt helpless yesterday since it's first time to meet the poor situation like that. I couldn't talked to the technician directly and solved the problem immediately. I had to try different ways until I deposited some money in my account to reactivate it. Even I didn't get any notifications before Public Mobile suspended my account.

I am considering I would rather pay more money to get better service and provider.

Re: Autopay issue

esjliv — Fri, 04 Sep 2020 23:53:23 GMT

@Carol1023 wrote:
Thanks. I have talked with virtual assistant, Simon several times, but I didn't think I got any help. From now on I keep funding in my account just in case the autopay fails.
Honestly I felt helpless yesterday since it's first time to meet the poor situation like that. I couldn't talked to the technician directly and solved the problem immediately. I had to try different ways until I deposited some money in my account to reactivate it. Even I didn't get any notifications before Public Mobile suspended my account.
I am considering I would rather pay more money to get better service and provider.

Hi @Carol1023 , SIMon can be annoying to work with sometimes.

This link can get you a private message right to the Moderator Team:

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

I hope the autopay gets fixed!

Re: Autopay issue

RosieR — Sat, 05 Sep 2020 01:34:24 GMT

@Carol1023 wrote:
I have question about my autopay. I have used the autopay ever since I open the account with public mobile. Recently I discovered the problem that the autopay is not automated to charge my credit card. I had manually to deposited the funds into my account that made my account reactivate. What's the weird problem of it?

Hi @Carol1023 yesterday @dshortt had the same problem "Trying to make a payment on my account. Grrrrr..." I am a new PM user and I am on autopay for the $2 credit which I can see now might be more trouble than it's worth. 😂 I will just deposit manually into my account before the next renewal of my plan as suggested by our very helpful PM Community. Cheers! 👋

Re: Autopay issue

Carol1023 — Sat, 05 Sep 2020 14:02:13 GMT

Thank you the link you provided. I have sent the private message to moderator team. Hopefully the autopay issue is fixed asap.