sujet Re: Autopay didn't go through..... dans Get Support

Autopay didn't go through.....

Shipwreck — Thu, 06 Jan 2022 07:51:25 GMT

My autopay is supposed to go through tomorrow, but for some reason my plan expired today. I have enough in my account to pay for my cell service and one other bill, so I don't want to manually pay the cell bill only to have them take it out again later and then my other bill not getting paid due to NSF....

If I manually pay will the auto pay still try to go through later?

Re: Autopay didn't go through.....

hairbag1 — Thu, 10 Jun 2021 16:02:03 GMT

@Shipwreck wrote:
My autopay was supposed to go through today, but it didn't and now my service is expired. I only have enough in my account to pay for my cell service and one other bill, so I don't want to manually pay the cell bill only to have them take it out again later and then my other bill not getting paid due to NSF....
If I manually pay will the auto pay still try to go through later?

Is talk /text features still working on your phone right now ? Perhaps your plan is fixing to renew itself later today.

EDIT...make sure the credit card on your PM account is still valid.

Let us know if its working or...

Re: Autopay didn't go through.....

Triguy — Thu, 10 Jun 2021 15:33:37 GMT

You can manually make a payment to get your service back. Paying manually won't make the autopay payment to go through later. Some people keep a balance in their account in case autopay doesn't work. You could try either removing an adding back your credit card or try using a different credit card.

Re: Autopay didn't go through.....

Shipwreck — Thu, 10 Jun 2021 15:35:38 GMT

No, my service is not working, and yes the card is still valid. I also checked the autopay date and it isn't even suppose to come out until tomorrow. Yes, last month's was paid, in case you were going to ask. So why was my plan expired?

Re: Autopay didn't go through.....

hairbag1 — Thu, 10 Jun 2021 15:38:09 GMT

@Shipwreck wrote:
No, my service is not working, and yes the card is still valid. I also checked the autopay date and it isn't even suppose to come out until tomorrow. Yes, last month's was paid, in case you were going to ask. So why was my plan expired?

Occasionally/rarely/sometimes...Autopay does fail. Try calling 611 to make payment with your cc. You'll need your PIN number.

Re: Autopay didn't go through.....

Shipwreck — Thu, 10 Jun 2021 15:41:39 GMT

Triguy, as I mention in my above post, the payment wasn't even suppose to come out until tomorrow. So why did my plan expire today, when the autopay wasn't even suppose to go through, and there is enough in my bank account to cover it when it does go through?

Re: Autopay didn't go through.....

Shipwreck — Thu, 10 Jun 2021 15:42:42 GMT

Hairbag1, as I mention in my previous reply to you, my payment isn't even due until tomorrow...

Re: Autopay didn't go through.....

hairbag1 — Thu, 10 Jun 2021 15:48:37 GMT

@Shipwreck wrote:
Hairbag1, as I mention in my previous reply to you, my payment isn't even due until tomorrow...

Well if payment isn't due until tomorrow...we can't say Autopay failed yet. Double check your account and see when renewal date is.

Re: Autopay didn't go through.....

Shipwreck — Thu, 10 Jun 2021 15:50:04 GMT

Hairbag1, I have double and triple checked. The payment is not suppose to go out until tomorrow, same as it's been since I started autopay.

Re: Autopay didn't go through.....

hairbag1 — Thu, 10 Jun 2021 15:55:04 GMT

@Shipwreck wrote:
Hairbag1, I have double and triple checked. The payment is not suppose to go out until tomorrow, same as it's been since I started autopay.

When your account is getting ready to renew, it'll show as Expired...but the phone should still work.

Are you on a plan with limited calling and you've just run outta minutes ?

Re: Autopay didn't go through.....

hTideGnow — Thu, 10 Jun 2021 16:02:39 GMT

@Shipwreck wrote:
Hairbag1, as I mention in my previous reply to you, my payment isn't even due until tomorrow...

What date is My Account showing with Payment Due? Today or tomorrow?

You said you have no service now, is My Account showing your account status as suspended.

Just a reminder, PM is running on a 30 days cycle and NOT monthly. So, if Autopay took money out May 11, this month should be today: June 10.

Re: Autopay didn't go through.....

Shipwreck — Thu, 10 Jun 2021 16:07:27 GMT

hTideGnow, every month since I started autopay it's always come out on the 11th or 12th, except for one.
As I was typing this I just received a text from Public Mobile saying rewards were added to my account. I usually receive a text shortly after thanking me for my payment.... I haven't received that yet, and when I called 611 it still says my account is suspended.....
I'd like to know why they suspended my account BEFORE my payment was even due...... And no, my minutes were not used up.... Now, as I was just typing that last bit I received a text saying my card was declined...... None of my information has changed...... How can I contact someone to find out what is going on???

Re: Autopay didn't go through.....

Anonymous — Thu, 10 Jun 2021 16:12:06 GMT

@Shipwreck : But it's not always the same day. It's every 30 days...not monthly. It creeps up the month as time goes by. So it does look like you had an autopay failure. Try making a manual payment in the self-serve from the registered payment card and see if it will take it.

Re: Autopay didn't go through.....

hTideGnow — Thu, 10 Jun 2021 16:13:33 GMT

@Shipwreck PM is running on a 30 days cycle and hence the payment date will shift. It won't be just on 11th or 12th. Please check your credit card history and you will see what I meant.

Logon to your Self-Serve, confirm the Account status and Payment due date.

from the text, it looks like your account is now suspended. You can try to pay manually online. If it works, then click the Reactivate current plan button.

If it still fail, you can try putting another credit card on PM account using "Replace credit card" option.

If you don't want to use another credit card, you will have to open a ticket with Mod to see if they can try to process your payment or at least tell you why the payment failed.

Re: Autopay didn't go through.....

Anonymous — Thu, 10 Jun 2021 16:19:49 GMT

I suggest you Remove Your Payment Card re-entered

To update or remove your credit or Visa debit card details, sign in to Self-Serve. Once signed in, click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here, you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..Remember, we accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S. If you are using a payment card, leave the apartment/suite number in the payment information section blank.

Only one way to you fix it explanation to moderator Team and the are nice service the will 100% help you

you have to Submit a ticket to a moderator.

Here’s when and how to contact the Moderator Team:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
or you can send a private message to Moderator_Team by Click here.
You’ll need to be logged in to your Community account for the link to work.

In your message put it, please include.
your account number,
your phone number,
your account PIN,
explanation to them nice Team and nice service

Good Luck

Re: Autopay didn't go through.....

Shipwreck — Thu, 10 Jun 2021 16:17:46 GMT

Have you all missed the part of my posts where I specifically state the MONEY IS IN MY ACCOUNT!!! It's been there for three days. Nothing on my account here or at my bank has changed. I clicked the switch credit card thing and re-entered my card number and info.
I need to know if I manually make the payment are they going to try to do the auto pay again??? I can;t have them do that, because if they do then there won't be enough in my bank account to pay the other auto pay bill I have coming out tomorrow and I'll end up with an NSF.

Re: Autopay didn't go through.....

hTideGnow — Thu, 10 Jun 2021 16:20:29 GMT

@Shipwreck the only reason that give you the illusion that your payment day is always 11th or 12th except once was that you have only used Autopay since 2020-10-13. Here would be the previous payment dates and the future one with this 30 days cycle. As you see , the next couple months, it will shift away from 11th or 12th

2020-10-13
2020-11-12
2020-12-12
2021-01-11
2021-02-10
2021-03-12
2021-04-11
2021-05-11
2021-06-10
2021-07-10
2021-08-09
2021-09-08
2021-10-08
2021-11-07
2021-12-07

Re: Autopay didn't go through.....

Shipwreck — Thu, 10 Jun 2021 16:22:55 GMT

Does anyone here actually read the FULL posts???? I'm tired of explaining this over and over again.....

Re: Autopay didn't go through.....

benfatto — Thu, 10 Jun 2021 16:23:26 GMT

@Shipwreck I think that if you have autopay with a valid card, or paid in full, but have no service, you should contact the moderators.

To get a ticket click https://widget.telus.tiia.ai/publicmobile/publicmobile.html and enter your question into SIMon. Invent prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear. Click it then login and pick the topic, if needed, from the drop down menu. To confirm your ticket has been submitted, check the SENT box in your private messages; click the small envelope beside your avatar at top right on your screen.

While you're waiting check out the workarounds in this post: https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-funds-but-will-not-renew-or-re/m-p/284552#M20518
Just in case response is very slow and the workarounds fail, engage a backup plan. Look at fongo.com over wifi, or perhaps Textnow is slightly better as they include SMS.
If you encounter problems submitting a ticket, you can send a private message to Moderators here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437, but this alternative method may have longer response time.

Re: Autopay didn't go through.....

hTideGnow — Thu, 10 Jun 2021 16:23:41 GMT

@Shipwreck wrote:
Have you all missed the part of my posts where I specifically state the MONEY IS IN MY ACCOUNT!!!

@Shipwreck Can you logon to Self-Serve to see what is it showing for Available Fund ? If Available Fund is zero, then there is no money in your PM account. If Available Fund is non-zero, then there is certainly an issue.

Also, when you are at My Account, please go to Payment-> Transaction History. If money successfully paid to your PM account, you should see an entry saying Automatic Top-Up (or manual Top-Up) within the past couple days.