topic Re: plan expired even though am on auto-pay in Get Support

plan expired even though am on auto-pay

NancyJac — Thu, 06 Jan 2022 07:26:16 GMT

Is there a current problem with auto-pay? My account says it has expired due to non-payment but I am on auto-pay. I cannot use any of my services. Can you please advise.

Re: plan expired even though am on auto-pay

Dunkman — Fri, 02 Apr 2021 15:28:26 GMT

@NancyJac

Sometimes autopay pay fails unfortunately. A few customers this morning had similar issues.

You can manually load up funds equivalent to your month's plan fee and it should reactivate. Either via your self service account or by dialing 611 on your phone.

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

Re: plan expired even though am on auto-pay

Triguy — Fri, 02 Apr 2021 15:28:53 GMT

Log into your account to check the status. Try making a manual payment of a $1. Try rebooting your phone. If you still need assistance then submit a ticket to a moderator by clicking on the bubble on the bottom right corner.

Re: plan expired even though am on auto-pay

softech — Fri, 02 Apr 2021 15:41:00 GMT

Yes, look like there is issue today.

did you try what suggested by other members above? Would like to see if that resolves the issue.

Re: plan expired even though am on auto-pay

jojo9 — Fri, 02 Apr 2021 15:50:14 GMT

I've read this issue a few times since switching to PM a couple of months ago, it'd be suggested PM do a real fix to this please, thanks.

Re: plan expired even though am on auto-pay

softech — Fri, 02 Apr 2021 15:53:57 GMT

@jojo9 , yes, PM occasionally has issue with different users with Autopay. I don't think the number is too bad. We aware of this because we follow the Community closely.

However, I believe today is a bigger issue. Look like we have a quiet some users with issue today.

Re: plan expired even though am on auto-pay

HALIMACS — Fri, 02 Apr 2021 15:55:03 GMT

@NancyJac

After manually paying to restore services, double check your credit card expiry date.

In any case, I would report this to the public mobile moderators as there seems to be an excessive number of cases happening in the last several hours.

To contact a moderator, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now. Follow the prompts to submit a ticket, or,
Send a private message to the moderator by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: plan expired even though am on auto-pay

esjliv — Fri, 02 Apr 2021 15:56:46 GMT

@NancyJac wrote:
Is there a current problem with auto-pay? My account says it has expired due to non-payment but I am on auto-pay. I cannot use any of my services. Can you please advise.

@NancyJac -

So if you cannot use any of your services, this could be an autopay failure or something else; it seems others today are experiencing similar issues.

Ensure you have added sufficient funds to your account, and if you still have 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 your account, hit "Resume". This is intended to initiate services.

I would suggest letting the Moderators know about this, since this seems to be affecting others.

DELETED: @HALIMACS provided methods to contact Moderators.

Re: plan expired even though am on auto-pay

natewu — Fri, 02 Apr 2021 16:48:03 GMT

I have same problem here, I am also unable to access the self serve website .. seems like it is down? Are any other users unable to access the website?

Re: plan expired even though am on auto-pay

Grease_Bits — Fri, 02 Apr 2021 17:06:58 GMT

Same issue on my stepfathers account. Autopay was supposed to go through today, been trying to log in on self-service with no luck 😕 .

Re: plan expired even though am on auto-pay

esjliv — Fri, 02 Apr 2021 17:08:44 GMT

@Grease_Bits wrote:
Same issue on my stepfathers account. Autopay was supposed to go through today, been trying to log in on self-service with no luck 😕 .

My guess is Public Mobile is trying to fix whatever broke down last night/this morning!

Re: plan expired even though am on auto-pay

Grease_Bits — Fri, 02 Apr 2021 17:14:01 GMT

Was able to get to this page... seems like they're trying to do something? Telling me to disregard this message if I'm on auto-pay doesn't really help when I'm without any phone service 😕

Re: plan expired even though am on auto-pay

natewu — Fri, 02 Apr 2021 17:16:38 GMT

I got to the payment page... only took like.. 10 minutes of loading... Tried to select amount due but doesn't even tell me what it is about to charge me. Seems like there are some backend issues with the selfserve part of the site

Re: plan expired even though am on auto-pay

DougT — Fri, 02 Apr 2021 17:24:07 GMT

I am ok, as well as my kids. But my wife's account expired this am. I have been trying for an hour to get onto portal to pay. Of course, she is traveling today.

Re: plan expired even though am on auto-pay

softech — Fri, 02 Apr 2021 17:25:07 GMT

@DougT 611 might be your friend now.. try calling and pay that way

Re: plan expired even though am on auto-pay

DougT — Fri, 02 Apr 2021 17:29:12 GMT

I finally got on and put what was owing on her account and all ok again. That was painful, what a waste of time. That portal really needs some more horsepower, it is way too slow to do anything useful.

Re: plan expired even though am on auto-pay

birchy — Fri, 02 Apr 2021 17:29:32 GMT

Same problem for me today. I also see the "Please disregard this if you.. are on autopay.." message. The website is brutally slow right now. I guess I'll just wait a bit and see what happens.

Re: plan expired even though am on auto-pay

DougT — Fri, 02 Apr 2021 17:31:33 GMT

That may be useful, but it is hard to tell her as she is in a car travelling today. I am trying to fix it from home.

Re: plan expired even though am on auto-pay

patero — Mon, 12 Jul 2021 17:40:38 GMT

I am a relatively new customer and registered for auto-pay. For the last two months my payment has gone through. This month it will not process my autopay and has suspended my account. I have verified the account that is used for auto pay and it has no problems. Please advise how this can be rectified.

Re: plan expired even though am on auto-pay

JK8 — Mon, 12 Jul 2021 17:43:30 GMT

@patero

Autopay does fail. Can you choose the Payment tab and make a manual payment for the cost of the plan and then hit the reactivate button if there is one.