topic Re: hmm 5 lines suspended, in Get Support

hmm 5 lines suspended,

rakkaus — Tue, 04 Jan 2022 18:36:56 GMT

Hi, @Mary_M, @Shazia_K

5 of my lines are suspended, i got the following text from PM

"Sorry your plan didnt renew becuase we didnt receive your payment. Make a payment"

all of the 5 lines have active autopay.

Should I manually make a payment ???????????

Re: hmm 5 lines suspended,

Luddite — Sun, 26 Mar 2017 17:20:54 GMT

If you had autopay activated first check your credit card for withdrawal. If it has been taken AND your phones are not working you will need moderator assistance. Send any one of them a private message ( @Mary_M for example) with your phone number and an explanation. Coverage is currently: Mon-Thursday 9am(EST) to 9pm(EST) and Friday, Saturday, and Sunday from 9am(EST) to 5:30pm(EST).

Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi, or on cellular data.

If no payment has been taken AND your phones are not working, then yes make manual payments.

If your phones are working ignore the message.

Re: hmm 5 lines suspended,

rakkaus — Sun, 26 Mar 2017 17:45:54 GMT

all the lines work now after a payment was made manually.

man what's the point of having autopay when the feature didnt even work.

Re: hmm 5 lines suspended,

Luddite — Sun, 26 Mar 2017 17:48:30 GMT

@rakkaus wrote:
all the lines work now after a payment was made manually.
man what's the point of having autopay when the feature didnt even work.

Too true!

Suggest you turn autopay off, then back on and ensure your credit card details are correct. At least you should still have received the autopay reward.

Re: hmm 5 lines suspended,

NDesai — Sun, 26 Mar 2017 17:53:14 GMT

@rakkaus wrote:
all the lines work now after a payment was made manually.
man what's the point of having autopay when the feature didnt even work.

It works perfectly fine for me and many others. Not sure what went wrong..But you should get the autopay rewards regardless.

Re: hmm 5 lines suspended,

rakkaus — Sun, 26 Mar 2017 18:17:12 GMT

i dont know either, it's not like it's 1 line i have to do, it's all 5 lines required a manual payment and all i did was "Make Payment -> Submit-> Done" all my credit card info is still there and i didnt change a thing. @Shazia_K helped me setup the account so im sure everything is properly setup. it's probably just a system thing and maybe i should try what @Luddite mentioned autopay off and on again.

Re: hmm 5 lines suspended,

will13am — Sun, 26 Mar 2017 18:31:34 GMT

Wow, this must be a record, 5 out of 5 auto pay failures for one customer. @rakkaus, did you happen to use a single payment card for all 5 accounts? The system seems to get angry when more than 2 accounts are associated with a single payment card.

Re: hmm 5 lines suspended,

rakkaus — Sun, 26 Mar 2017 18:56:41 GMT

@will13am

I have 2 lines on my Visa, 2 lines on my wife Visa and another 2 lines on a Master Card. only one autopay worked out of 6 lines which was setup on a Master Card.

Re: hmm 5 lines suspended,

will13am — Sun, 26 Mar 2017 23:01:16 GMT

@rakkaus wrote:
@will13am

I have 2 lines on my Visa, 2 lines on my wife Visa and another 2 lines on a Master Card. only one autopay worked out of 6 lines which was setup on a Master Card.

Okay, so it wasn't the complete catastrophe but very close. One out of six is not a good success rate.

Re: hmm 5 lines suspended,

Samianauman — Mon, 27 Mar 2017 02:02:34 GMT

I was having issue too with autopay now i have to make a manual payment as well I blive auto pay won't work Cuz renewal date is June for next one making payment now to activate my line again

But this community fourm been a great help I post my questions and get quick replies from great account holder do really appreciate other ppls efforts

Re: hmm 5 lines suspended,

Samianauman — Mon, 27 Mar 2017 02:14:08 GMT

Another question pop out in my head if auto pay didn't work and let's say if I m going to out of country for 2 weeks and if I manually top up my account after 2 weeks will my 90 days service start the day I manually top up or no just wondering

Since it's a perfect platform to ask general question I will be sure to get some good replies here

Re: hmm 5 lines suspended,

stonechucker — Mon, 27 Mar 2017 13:56:06 GMT

@Samianauman,

Yes, your 90-day (or any length plan) will refresh at day 1, when you make a payment after it's suspended, within 90-days.

Re: hmm 5 lines suspended,

Samianauman — Mon, 27 Mar 2017 14:59:48 GMT

Thank guys for giving all these details really helping lots of people's like that

Re: hmm 5 lines suspended,

rakkaus — Mon, 27 Mar 2017 17:58:47 GMT

it' was a nightmare for me with 5 lines down, lucky it works after a payment was made. Why cant PM process the payment a day before the plan expiry date, that give a day buffer o.O

Re: hmm 5 lines suspended,

Samianauman — Mon, 27 Mar 2017 18:01:40 GMT

I know what u mean that would take lots of stress off from pm user if they can charge u a day before or take money right on at midnight so user doesn't have to be without service at all

Re: hmm 5 lines suspended,

stonechucker — Mon, 27 Mar 2017 18:41:30 GMT

I like your thinking.... As the payment due date is actually 1 day before the plan expires (or renewal date).

The autopay occurs early morning expiry day, but *could* run late evening payment due date.