topic Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?! in Get Support

My Plan went Inactive this Morning with Automatic Payment - April Fool?!

Maverick_FA — Thu, 06 Jan 2022 07:26:02 GMT

Hello,

This morning I noticed that my plan is ''inactive'' when I tried to make a phone call.

I was shocked since I'm doing the automatic payment every months.

I went to take a look to my public mobile account and it say:

''Account Status: Plan Expired'' - I never changed anything... I used the 8GB plan since May 2020

There is also this message: ''

Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.''

So I decided to make a manual payment to see if it would change anything but I'm getting this message:

''Your account has already enough balance.''

I also checked the previous payment & they are all made automatically from the past.

Any idea how to fix this issue.

Please HELP!!

Thank you for your time.

Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?!

esjliv — Fri, 02 Apr 2021 12:47:05 GMT

@Maverick_FA wrote:
Hello,
This morning I noticed that my plan is ''inactive'' when I tried to make a phone call.
I was shocked since I'm doing the automatic payment every months.

I went to take a look to my public mobile account and it say:
''Account Status: Plan Expired'' - I never changed anything... I used the 8GB plan since May 2020

There is also this message: ''
Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.''

So I decided to make a manual payment to see if it would change anything but I'm getting this message:
''Your account has already enough balance.''

I also checked the previous payment & they are all made automatically from the past.

Any idea how to fix this issue.

Please HELP!!

Thank you for your time.

@Maverick_FA ,

Do you still have services? If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew. So if this is the case, ignore these messages on your SELF SERVE account.

If you have no services, and it is past your renewal, maybe your autopay failed?

Add Funds to your Plan Amount (through SELF SERVE or by calling 611 if you have a card registered)
Method through Self-Serve account: Go to “Plan and Add-Ons” > Lost/Stolen Phone
Select Resume/Reactivate Service
Reboot

Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?!

HALIMACS — Fri, 02 Apr 2021 12:56:42 GMT

Hi @Maverick_FA

When you say "this morning", do you mean really, really early this morning (as in within a few hours after midnight), or in the past hour or two?

The message likely looked like this:

This message always precedes an auto-payment. It seems it's the Public Mobile way to trigger an auto-pay to occur (though it causes unnecessary confusion for customers)

If you made a manual payment, and now you're reactivated, you're fine now if you have services. Might be a good idea to double-check expiry date on any payment card which may be registered on file.

Next time, just let this messaging play out and you'll more than likely wake to full services.

Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?!

Maverick_FA — Fri, 02 Apr 2021 12:57:57 GMT

I still don't understand why the automatic payment & the manual payment didn't worked via the portal but I was able to make one with my registered credit call by calling 611.

My account was Inactive btw.

Thank you for your help... problem solved!

Have a nice day.

Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?!

Maverick_FA — Fri, 02 Apr 2021 13:00:19 GMT

I got this message yes.

I freaked out because I need to make few phone calls today and I don't want to loose my phone #.

Automatic Payment/Manual payment didn't worked for me via the website... not sure why...

I did a payment with the same credit card via 611.

Thank you for your help.

Have a nice day.

Mat

Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?!

esjliv — Fri, 02 Apr 2021 13:05:10 GMT

@Maverick_FA wrote:
I got this message yes.
I freaked out because I need to make few phone calls today and I don't want to loose my phone #.

Automatic Payment/Manual payment didn't worked for me via the website... not sure why...
I did a payment with the same credit card via 611.

Thank you for your help.
Have a nice day.

Mat

@Maverick_FA I freaked out the first time I saw that message too! 😂

I am not sure why Public Mobile does this, but it happens to us all.

You would think Public Mobile would not want to send their customers in a panic, but alas they do.

Just one of those PM quirks. 😁

Why my plan is expired?

Maverick_FA — Fri, 02 Apr 2021 13:06:28 GMT

Hello,

Sorry for the dump question but this morning I found my plan inactive & I was unable to make phone calls.

I was able to re-activate my plan by making a payment via 611 even if I was registered to automatic payment.

I still found this message:

Do I need to add a new plan?

I'm using the same 8GB plan since May 2020.

Please let me know.

Re: Why my plan is expired?

esjliv — Fri, 02 Apr 2021 13:13:51 GMT

@Maverick_FA wrote:
Hello,
Sorry for the dump question but this morning I found my plan inactive & I was unable to make phone calls.
I was able to re-activate my plan by making a payment via 611 even if I was registered to automatic payment.

I still found this message:

Do I need to add a new plan?
I'm using the same 8GB plan since May 2020.

Please let me know.

Hello @Maverick_FA ,

Dump away, that is what the Community is for!

Ah, so you cannot make calls?

Try one or more of the below:

*turn off your phone, leave off for a minutes, then reboot

*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

Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?!

DonnaD — Fri, 02 Apr 2021 13:15:49 GMT

I have almost the exact issue, except I've only had my account since Feb. I have the auto payment on my credit card and when I checked the credit card, the payment is not there. Its just so confusing because my Public mobile account says "next payment taken April 2nd". Guess I'll just have to give it a few more days to see if they finally take the payment. Hopefully the won't suspend my service while they get their act together to process payments. I'm a senior and this cell phone is my only means of contact with family,.

Re: Why my plan is expired?

esjliv — Fri, 02 Apr 2021 13:18:46 GMT

@Maverick_FA ,

If still no service.

Try going into LOST/STOLEN status.

Just follow these steps:

Log into your Self-Serve account
Go to Plan and Add-Ons > Lost/Stolen Phone
Select Suspend Service

Then reactivate it, hit "Resume".

Can you try also adding $1 payment to your account at all? This sometimes re-triggers service.

Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?!

HALIMACS — Fri, 02 Apr 2021 13:18:17 GMT

@DonnaD

If you still have service, please make sure your credit card is still on file under the payment system in your self serve and that the expiry date is not near.

Re: Why my plan is expired?

Maverick_FA — Fri, 02 Apr 2021 13:19:26 GMT

It worked! 🙂

Thank you for your help today!

Re: Why my plan is expired?

Dunkman — Fri, 02 Apr 2021 13:21:01 GMT

@Maverick_FA

If your phone is working properly, just ignore the warnings. It should go away later today. Usually, these warnings happen in the evening before renewal date and disappear overnight after renewal is successful.

If the phone is not working, follow the above troubleshooting advice.

Re: Why my plan is expired?

esjliv — Fri, 02 Apr 2021 13:21:19 GMT

@Maverick_FA wrote:
It worked! 🙂
Thank you for your help today!

@Maverick_FA - Great!

But which worked? 😊

Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?!

DonnaD — Fri, 02 Apr 2021 13:47:08 GMT

I just tried to make a call and it said, cannot make call because don't have an active account and that I should make a payment. The credit card is on file and it it not expiring until next year. Guess I'll try and re-activate it and hope it works.

Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?!

Desgards — Fri, 02 Apr 2021 15:51:37 GMT

I have the exact issue... how was it resolved? If I make a payment with my credit card on file for automatic payments will I be double charged this month?

Thanks

Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?!

Dunkman — Fri, 02 Apr 2021 15:55:12 GMT

@Desgards wrote:
I have the exact issue... how was it resolved? If I make a payment with my credit card on file for automatic payments will I be double charged this month?
Thanks

@Desgards

If you have not been charged already and your account is suspended now, manually loading funds will not lead to double charged. Even if double charged, you can use the extra funds for next month.

Looks like a potential system problem since multiple customers have the same issue this morning. It has been reported to administration, but it is a holiday today.

Re: My Plan went Inactive this Morning with Automatic Payment - April Fool?!

Desgards — Fri, 02 Apr 2021 15:57:14 GMT

Ok thanks

Re: Why my plan is expired?

vikikra7 — Fri, 02 Apr 2021 16:12:10 GMT

the same thing happened with my phone for some reason!! if you go on the self serve page then you should be able to complete the payment manually

Re: Why my plan is expired?

Maverick_FA — Fri, 02 Apr 2021 16:31:47 GMT

I was unable to make any phone call this morning...

Add Funds by calling 611 (Self-Serve Service didn't worked for me. It might be a probleme web-based app.)

My phone was working but my Account was indicating: ''Plan Inactive''

I went to “Plan and Add-Ons” > Lost/Stolen Phone
Select Resume/Reactivate Service
Reboot

Problem solve.