topic Re: Account status: plan expired in Get Support

Account status: plan expired

Ihatethiscrap — Thu, 06 Jan 2022 07:31:36 GMT

My credit card registered for autopay keeps getting declined. It is nowhere near maxed out and not expired. Even when I try using a different card to make a one time payment to get my plan off suspension, it gets declined too. What is the reason for this? It's maddening that I can't talk to someone to get this fixed because it is clearly a glitch on Public Mobile's end. I've been a loyal customer but will walk very soon if I can't get help to resolve this in the 24 hours.

Re: Account status: plan expired

Anonymous — Tue, 13 Apr 2021 23:01:12 GMT

@Ihatethiscrap : Go to recharge.com and buy a voucher and get your services going again. Then you'll have the time to figure out the payment card.

Re: Account status: plan expired

esjliv — Tue, 13 Apr 2021 23:01:15 GMT

@Ihatethiscrap wrote:
My credit card registered for autopay keeps getting declined. It is nowhere near maxed out and not expired. Even when I try using a different card to make a one time payment to get my plan off suspension, it gets declined too. What is the reason for this? It's maddening that I can't talk to someone to get this fixed because it is clearly a glitch on Public Mobile's end. I've been a loyal customer but will walk very soon if I can't get help to resolve this in the 24 hours.

@Ihatethiscrap , are you trying to register a SIM card or trying to make a payment?

To make a payment, try calling 611.

If this is an Autopay failure and you cannot register a credit card on your account try contacting the Moderators.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 - Faster Method - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

2 – Slower Method - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

Re: Account status: plan expired

esjliv — Tue, 13 Apr 2021 23:02:43 GMT

@Ihatethiscrap wrote:
My credit card registered for autopay keeps getting declined. It is nowhere near maxed out and not expired. Even when I try using a different card to make a one time payment to get my plan off suspension, it gets declined too. What is the reason for this? It's maddening that I can't talk to someone to get this fixed because it is clearly a glitch on Public Mobile's end. I've been a loyal customer but will walk very soon if I can't get help to resolve this in the 24 hours.

@Ihatethiscrap -

FYI -

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.

Re: Account status: plan expired

fujiyama — Tue, 13 Apr 2021 23:27:54 GMT

Try clearing cookies/cache on your browser, and use private/incognito mode to update credit card info again. Make sure to enter your address exactly the way it is written on your credit card bill. If you have a "unit" portion in your address, leave that out, only type in street number and name. The postal code entry reportedly only takes 6 characters (space counts as one character). Try postal code without the space first, ie: "A1B2C3" if that doesn't work try with space, but leave out the last number: "A1B 2C"

Make a $1 top up to your account afterwards to check if your card is now working.

Re: Account status: plan expired

HALIMACS — Wed, 14 Apr 2021 01:36:53 GMT

@Ihatethiscrap

Are you seeing either of these message, yet STILL have services?

If so, it's a normal renewal process going through its motions (alarming for new users)

Re: Account status: plan expired

Ihatethiscrap — Wed, 14 Apr 2021 11:41:43 GMT

No. The issue was that I didn't have services despite nothing being wrong with my credit card and unable to make payment due to Public Mobile's system. PM:s system said my payment was declined, meanwhile my credit card customer service told me nothing was wrong with my card and in fact PM didn't even try processing payment for this month.

Public Mobile's moderators fixed it after obtaining more credit card account information from me. I assume they had to do something in their system to validate the card info and fix the bug. But - I wouldn't know because the communication and customer service is horrible. I didn't even get an apology or some other do.of recompense for my service outage time or time I had to spend on this ridiculous forum tracking down some way to contact them.