topic Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS? in Get Support

WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

huntrods — Wed, 05 Jan 2022 21:31:58 GMT

We (my wife and I) are both Public Mobile customers for a while now. We are on AUTO PAY, consequently we always pay the monthly charge on time (it's all under your control with auto pay turned on).

Yet yesterday, while checking our usage, we got a bit bold message on our accounts saying "ACCOUNT EXPIRED". Really? I mean, this morning you auto-charged our credit card (as per auto pay) and so how in the world could we be EXPIRED yesterday if you didn't even charge until today?

Please fix this glitch ASAP because its very disconcerting to get told your account is expired when in fact it is obviously an account in good standing (or how else could you run auto pay and bill our cc). Expired should mean either

a) auto pay failed, or

b) we turned off auto pay and didn't pay, or were never on auto pay and didn't pay.

Either way, auto pay the DAY BEFORE YOU RUN IT should not ever show EXPIRED.

Again, please fix this ASAP.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

computergeek541 — Thu, 17 Dec 2020 18:06:43 GMT

@huntrods wrote:
We (my wife and I) are both Public Mobile customers for a while now. We are on AUTO PAY, consequently we always pay the monthly charge on time (it's all under your control with auto pay turned on).

Yet yesterday, while checking our usage, we got a bit bold message on our accounts saying "ACCOUNT EXPIRED". Really? I mean, this morning you auto-charged our credit card (as per auto pay) and so how in the world could we be EXPIRED yesterday if you didn't even charge until today?

Please fix this glitch ASAP because its very disconcerting to get told your account is expired when in fact it is obviously an account in good standing (or how else could you run auto pay and bill our cc). Expired should mean either
a) auto pay failed, or
b) we turned off auto pay and didn't pay, or were never on auto pay and didn't pay.
Either way, auto pay the DAY BEFORE YOU RUN IT should not ever show EXPIRED.

Again, please fix this ASAP.

This is a long standing cosmetic issue with the self serve site at Public Mobile. if your services are working, your account is not really expired or suspended. What the message does mean is that if you're not on autopay or if the funds aren't in your account balance, your plan won't renew unelss a payment is made. If your services are still working, Public Mobile has not yet tried to renew or remove the funds from your Public Mobile account balance.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

popping — Thu, 17 Dec 2020 18:06:54 GMT

@huntrods wrote:
We (my wife and I) are both Public Mobile customers for a while now. We are on AUTO PAY, consequently we always pay the monthly charge on time (it's all under your control with auto pay turned on).

Yet yesterday, while checking our usage, we got a bit bold message on our accounts saying "ACCOUNT EXPIRED". Really? I mean, this morning you auto-charged our credit card (as per auto pay) and so how in the world could we be EXPIRED yesterday if you didn't even charge until today?

Please fix this glitch ASAP because its very disconcerting to get told your account is expired when in fact it is obviously an account in good standing (or how else could you run auto pay and bill our cc). Expired should mean either
a) auto pay failed, or
b) we turned off auto pay and didn't pay, or were never on auto pay and didn't pay.
Either way, auto pay the DAY BEFORE YOU RUN IT should not ever show EXPIRED.

Again, please fix this ASAP.

This is normal with PM billing system. On the evening before your renewal date, your account status will changed to expired. Ignore the status if your phone is still working.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

HALIMACS — Thu, 17 Dec 2020 18:18:39 GMT

I agree @huntrods , it is inconvenient.

For some reason, Public Mobile doesn't see it necessary to not cause it's newer customers to panic the first time they see it.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

RosieR — Thu, 17 Dec 2020 18:50:27 GMT

Hi @huntrods during renewal our account goes suspended, then expired, and if autopay doesn't fail or you have enough funds in your account to cover your plan, active again. It's just how the PM system is set. I recently watched this happened to my account even when I had more than enough funds in my account to cover my $15 plan and I am on autopay.

In PM defense, they say to disregard the message if you have enough funds in your balance or on autopay. You don't have to do anything if you do. Just ignore the message.

Happy Holidays! 🎄🎄🎄

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

elodiemar — Thu, 17 Dec 2020 19:08:37 GMT

Not in PM’s defense. My plan is CUT OFF. Not getting texts. Have tried manually adding funds but card will not process. Card is just fine. Have messaged mods but think they have a global problem !

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

RosieR — Thu, 17 Dec 2020 19:33:22 GMT

@elodiemar wrote:
Not in PM’s defense. My plan is CUT OFF. Not getting texts. Have tried manually adding funds but card will not process. Card is just fine. Have messaged mods but think they have a global problem !

@elodiemar if you don't have service whatsoever, will you please check if the last 4-digit number of your sim card the same as the 4-digit number in your self serve account? If they match, that's good. If they don't match, then your sim card could have been hacked.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

dabr — Thu, 17 Dec 2020 19:38:47 GMT

@elodiemar wrote:
Not in PM’s defense. My plan is CUT OFF. Not getting texts. Have tried manually adding funds but card will not process. Card is just fine. Have messaged mods but think they have a global problem !

@elodiemar Maybe try rebooting the phone or putting in and out of airplane mode.

Also when adding funds make sure to clear cookies/cache and opening a new browser with incognito/privacy mode enabled. PM's system can be quite glitchy from time to time unfortunately.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

elodiemar — Thu, 17 Dec 2020 19:59:57 GMT

Thanks for rapid responses and suggestions but problem is credit card processing.

Very weird and actually pees me off. Tried wife’s card and it worked ! Same MasterCard account, hers is secondary card on my primary account. Paid three months in advance. Waiting to hear back from a mod ( an apology would be nice).

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

RosieR — Thu, 17 Dec 2020 19:59:12 GMT

@elodiemar wrote:
Thanks for rapid responses and suggestions but problem is credit card processing.

@elodiemar as the site is having glitches right now, ~~you can try to manually top up your account in your self serve account using one-time payment~~, or dial 611 and pay with your preregistered credit card to add payment ( you need your PIN # for this).

If still the system is not accepting your registered credit card, you can buy a voucher from gas stations, Shoppers Drug Mart, London Drugs or your local convenience stores, and use voucher to pay for now.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

dabr — Thu, 17 Dec 2020 19:56:34 GMT

@elodiemar wrote:
Thanks for rapid responses and suggestions but problem is credit card processing.

@elodiemar Are you changing or replacing your current CC? Try removing the old CC and then add your new or existing CC (if not expired) again, remember the name/address must duplicate how it appears on your bank/CC statement. Leave the apt # blank and no spaces for postal code.

But it's best to done in incognito/private mode with a clean browser.

You also have the option to try paying using the 611 service.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

Sunflowers — Thu, 17 Dec 2020 20:02:39 GMT

I'm having the same issue and I'm finding I can't get the help I need to fix it.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

elodiemar — Thu, 17 Dec 2020 20:04:23 GMT

Thanks for the idea but resolved as per my post above yours. A glitch by PM ?? May be coincidental but this is just one year after signing up with PM. Happy Anniversary!

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

Anonymous — Thu, 17 Dec 2020 20:15:53 GMT

@elodiemar : It seems to be for the vast majority of customers coming here looking for help. The payment system here is very flaky. It works perfectly fine for thousands of customers year after year. Until it's their lucky day. Yours was today.

On the last paid day of service, in the evening, the system says Plan Expired. Then at midnight ET it'll say suspended. At this point it converts rewards into Available Funds. Then it processes things seemingly by vacuum tubes and punch cards and then the next day at noon ET you get a text saying all done.

If nothing glitches through all this then the services keep working. It might not even cut off services for another while that morning. But it'll catch up.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

Sunflowers — Thu, 17 Dec 2020 20:23:18 GMT

I can't even login to check my account, I've gone the "forgot my pass word" route and it keeps saying they are unable to verify the email address.

And yes - today seems to be my day.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

elodiemar — Thu, 17 Dec 2020 20:24:19 GMT

Well Mr Mayor, in my defence it is not good to be the winner of being cut off. I know the internet is a series of tubes but please don’t try to make Public Mobile’s problems excusable. Me customer they money maker.

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

kb_mv — Thu, 17 Dec 2020 20:24:36 GMT

@Sunflowers wrote:
I can't even login to check my account, I've gone the "forgot my pass word" route and it keeps saying they are unable to verify the email address.
And yes - today seems to be my day.

@Sunflowers Sent the moderators a PM at:

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

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

Anonymous — Thu, 17 Dec 2020 20:24:38 GMT

@Sunflowers wrote:
I can't even login to check my account, I've gone the "forgot my pass word" route and it keeps saying they are unable to verify the email address.
And yes - today seems to be my day.

Do you have any services? Can you dial and get through to 611?

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

Sunflowers — Thu, 17 Dec 2020 20:25:01 GMT

Thanks!

Re: WHY ARE GOOD ACCOUNTS SEEING EXPIRED STATUS?

Sunflowers — Thu, 17 Dec 2020 20:26:01 GMT

I have no services but I can use 611. The issue there is I can't do what I need to from 611.