topic Re: Problem with payment on expired credit card in Get Support

Problem with payment on expired credit card

khemmerl — Tue, 04 Jan 2022 09:52:33 GMT

Hello,

My daughter's phone was set to renew on my credit card and I forgot to update her Public Mobile account when I got a new card. I've had her update her profile with the new credit card info about 10 hours ago and made a payment for the outstanding balance yet she just got a text from Public Mobile asking to ensure her credit card info is correct. The Overview page says Available Funds: $120 and Account Status: Active. Is there something else I need to do?

Ken

Re: Problem with payment on expired credit card

will13am — Sun, 12 Dec 2021 05:24:25 GMT

@khemmerl , if the account status is active the service should be working. Please check the payment history to confirm that a renewal was processed.

Re: Problem with payment on expired credit card

computergeek541 — Sun, 12 Dec 2021 22:41:56 GMT

@khemmerl wrote:
My daughter's phone was set to renew on my credit card and I forgot to update her Public Mobile account when I got a new card. I've had her update her profile with the new credit card info about 10 hours ago and made a payment for the outstanding balance yet she just got a text from Public Mobile asking to ensure her credit card info is correct. The Overview page says Available Funds: $120 and Account Status: Active. Is there something else I need to do?

Public Mobile has these type of text message sent to customers only during certain times of the day. The messgae could have simply been delayed and was sent based on previous payment status. Is your daugher's service working?

Re: Problem with payment on expired credit card

khemmerl — Sun, 12 Dec 2021 06:03:59 GMT

There's 9 transactions with today's date: 5 credits and 4 debits. The status is really not clear based on that history.

Re: Problem with payment on expired credit card

khemmerl — Sun, 12 Dec 2021 06:06:52 GMT

computergeek541, the phone seems to be working although we're at home so I'm not sure if it's using the Public Mobile network or just our local Wifi. We'll check it tomorrow when she goes to work.

Re: Problem with payment on expired credit card

computergeek541 — Sun, 12 Dec 2021 06:14:49 GMT

@khemmerl wrote:
computergeek541, the phone seems to be working although we're at home so I'm not sure if it's using the Public Mobile network or just our local Wifi. We'll check it tomorrow when she goes to work.

For phone calls, your phone can't be using Wi-Fi as Public Mobile doesn't support Wi-Fi calling. Simply try making a regular phone call. If it works, the service is working and there's nothing further to do. The balance in the Public Mobile account will be used for the next renewal.

Re: Problem with payment on expired credit card

Anonymous — Sun, 12 Dec 2021 06:14:20 GMT

@khemmerl : Wifi would only matter with texting and mostly on an iPhone unless using android "chat". Calling in/out would be a true test of working cell service.

Re: Problem with payment on expired credit card

darlicious — Sun, 12 Dec 2021 09:13:04 GMT

@khemmerl

You can call 611 from the phone or 1 855 4PUBLIC and enter the 10 digit phone number. This will give you the basic account info including the status either active or suspended.

Re: Problem with payment on expired credit card

HALIMACS — Sun, 12 Dec 2021 13:04:52 GMT

Check status under the self serve, @khemmerl

Right under the teal-colored box in the upper left area will be a line that reads "Account Status": (ignore highlighted area in example below)

If it's listed as active, you're good to go!

Re: Problem with payment on expired credit card

t_p — Sun, 12 Dec 2021 13:37:34 GMT

@khemmerl wrote:
Hello,
My daughter's phone was set to renew on my credit card and I forgot to update her Public Mobile account when I got a new card. I've had her update her profile with the new credit card info about 10 hours ago and made a payment for the outstanding balance yet she just got a text from Public Mobile asking to ensure her credit card info is correct. The Overview page says Available Funds: $120 and Account Status: Active. Is there something else I need to do?
Ken

@khemmerl

Check the account Payment Due date, either by calling 611 or in the self-serve page:

If the service is working normally on that date, there is nothing else to do.

If the service stops, then log in to check what's going on and reactivate account as required.

Re: Problem with payment on expired credit card

HALIMACS — Sun, 12 Dec 2021 13:45:57 GMT

Hey @t_p

Looks like you dripped some guacamole on your picture above.

🤣🤣🤣

Re: Problem with payment on expired credit card

t_p — Sun, 12 Dec 2021 13:54:27 GMT

@HALIMACS wrote:
Hey @t_p

Looks like you dripped some guacamole on your picture above.

🤣🤣🤣

At least green is my favourite color. NOT YELLOW 😬

Re: Problem with payment on expired credit card

khemmerl — Sun, 12 Dec 2021 17:00:49 GMT

@computergeek541 The phone is working correctly so it appears you are correct that the text notification was scheduled and was sent out even after we'd corrected the credit card information and made a payment. Thanks everyone for your help.

Ken