topic Re: Auto pay active but service suspended in Get Support

Auto pay active but service suspended

dp300 — Wed, 05 Jan 2022 20:56:32 GMT

Hello,

I received notice today my number was no longer active/suspended due to not paying even though I have already paid for this month and I have had auto-pay set up since the beginning. It says I have service but is unable to call/text or use data.

Anyone have similar issues or could assist with this issue?

Thanks

Re: Auto pay active but service suspended

gpixel — Fri, 18 Sep 2020 19:58:24 GMT

@dp300 auto-pay is not something to rely on... start manually topping up your account ahead of time to avoid this reoccuring issue

contact customer support mods

click on the question mark chat bubble to the bottom right of your screen
type "no service"
(use the chat bubble options, then click "submit a ticket, click me" option)
*login using your community account

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

Re: Auto pay active but service suspended

dp300 — Fri, 18 Sep 2020 20:15:14 GMT

Thank you for this, I will keep that in mind.

The main thing is I have a transaction history of already paid for this month. Have not used up all minutes or data but it now says it needs additional funds. Is this normal? The auto top-up was successful only a couple of weeks ago

Re: Auto pay active but service suspended

JoyLuck — Fri, 18 Sep 2020 20:18:09 GMT

@dp300 wrote:
Thank you for this, I will keep that in mind.

The main thing is I have a transaction history of already paid for this month. Have not used up all minutes or data but it now says it needs additional funds. Is this normal? The auto top-up was successful only a couple of weeks ago

Not normal at all. Contact moderators for assistance as suggested by @gpixel

Re: Auto pay active but service suspended

esjliv — Fri, 18 Sep 2020 21:03:15 GMT

Hello @dp300 ,

Try one or more of the below:

*rebooting your phone

*removing your SIM for a few minutes, then reinserting it

*go into airplane mode for a few minutes, then going back to regular mode

*reboot your phone again

So your account went into suspended status after renewing/paying only 2 weeks ago? I would say that is not suppose to happen.

What happens when you hit the Reactivate button in your self serve?

If your self serve account is saying suspended and you do not have some services I would

connect with the moderators.

To contact the Moderator_Team, there are two ways to reach them:

1-Click the question mark on the bottom right hand side of your screen to talk to SIMon the chat bot.

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

2-Contact the Moderator_Team via private message using this link.

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

Re: Auto pay active but service suspended

Helpershelper — Mon, 21 Sep 2020 19:36:33 GMT

Can you check and see if your credit card expired this month or if your cards been suspended. I would also try using a different credit card just to be safe.