topic Re: Account Suspended even though I have money in my account and Autopay Turned on in Get Support

Account Suspended even though I have money in my account and Autopay Turned on

spamhinting — Thu, 06 Jan 2022 08:04:25 GMT

Hey, there's enough in my account to pay for my plan but my service is suspended. I've tried restarting the phone, and calling *611 (it says my account balance is $0 when I try to pay, so I can't pay anything.

Re: Account Suspended even though I have money in my account and Autopay Turned on

darlicious — Tue, 27 Jul 2021 00:54:58 GMT

@spamhinting

Is your renewal tonight? Are your services working? If yes...this is normal. You are good to go.

Re: Account Suspended even though I have money in my account and Autopay Turned on

spamhinting — Tue, 27 Jul 2021 00:55:29 GMT

No my services aren't working, can't call anyone.

Re: Account Suspended even though I have money in my account and Autopay Turned on

darlicious — Tue, 27 Jul 2021 01:03:35 GMT

@spamhinting

Oh...was it last night? Is the first time you checked your phone today? Check the expiry date of the card registered for autopay in your wallet. Autopay failed.

Re: Account Suspended even though I have money in my account and Autopay Turned on

darlicious — Tue, 27 Jul 2021 01:05:36 GMT

@spamhinting

You will have to manually top up your account so do this.....

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

Reboot your device.
Clear your browser, use secret/incognito mode in firefox, chrome or safari.
Choose replace card rather than remove card.
Copy your address from your billing statement.
Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
Do not put a space in the postal code. X0X0X0 not X0X 0X0.
USE ALL CAPS if necessary.
Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot

Re: Account Suspended even though I have money in my account and Autopay Turned on

esjliv — Tue, 27 Jul 2021 02:01:54 GMT

@spamhinting wrote:
Hey, there's enough in my account to pay for my plan but my service is suspended. I've tried restarting the phone, and calling *611 (it says my account balance is $0 when I try to pay, so I can't pay anything.

@spamhinting since 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)
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.

If this was an Autopay failure, I would let the Moderators know. And, also ensure all rewards were or will be provided to you.

Methods to contact the Moderators: https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator123

Re: Account Suspended even though I have money in my account and Autopay Turned on

gratitudeinlife — Tue, 27 Jul 2021 15:19:19 GMT

Re: Account Suspended even though I have money in my account and Autopay Turned on

Anonymous — Tue, 27 Jul 2021 15:21:23 GMT

@gratitudeinlife : That vendor reimbursed you? Wow.

What does your Available Funds say? What does Amount due say? Use the Lost/stolen feature to Suspend then Resume your account and see if that at least gets services working.

Edit: hmm I guess it's working now.

Re: Account Suspended even though I have money in my account and Autopay Turned on

darlicious — Tue, 27 Jul 2021 15:24:38 GMT

@gratitudeinlife

Don't worry....48 hours is worst case scenario. You will see a message in your private message box within the hour most likely.

Voucher validity varies among retailers....where did you purchase your voucher? Are you using the 12 digit pin #? Have tried entering it thru 611 ? Dial 611. When it connects press (1) then (1) and enter the 12 digit piń #.

You can find more user info here...

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Voucher-Catalogue/m-p/479165#M40236

Re: Account Suspended even though I have money in my account and Autopay Turned on

gratitudeinlife — Tue, 27 Jul 2021 15:30:08 GMT

Thanks for your help. Issue has been resolved.

Re: Account Suspended even though I have money in my account and Autopay Turned on

gratitudeinlife — Tue, 27 Jul 2021 15:30:31 GMT

Thanks for your help. issue has been resolved

Re: Account Suspended even though I have money in my account and Autopay Turned on

darlicious — Tue, 27 Jul 2021 15:34:28 GMT

@gratitudeinlife

Edit: ....within a half hour.....lol!

Would you mind sharing the retailer you bought the voucher at?

Re: Account Suspended even though I have money in my account and Autopay Turned on

gratitudeinlife — Tue, 27 Jul 2021 15:39:20 GMT

No, almost 48. Sent to moderator prior to posting

Re: Account Suspended even though I have money in my account and Autopay Turned on

darlicious — Tue, 27 Jul 2021 15:42:10 GMT

@gratitudeinlife

Did you reply right away? The last two days my private messages were answered in 10 minutes.

Re: Account Suspended even though I have money in my account and Autopay Turned on

CS_Agent — Wed, 28 Jul 2021 16:37:30 GMT

Edited by moderator

Re: Account Suspended even though I have money in my account and Autopay Turned on

computergeek541 — Mon, 02 Aug 2021 17:13:13 GMT

QUIT DISCONNECTING ME

computergeek541 — Wed, 04 Aug 2021 15:05:52 GMT

Re: Account Suspended even though I have money in my account and Autopay Turned on

UltimateZ — Thu, 05 Aug 2021 02:45:14 GMT

Hi can you please tell me why it is saying my account is suspended. It sais I will lose my number after 90 days. Yet Im ahead of my payments. I have $40 in my account. What is the deal with this and why is it saying my account is suspended. Ive been paying every month on time and yes a few times my sim card was lost but I fixed it.

please get back to me ASAP about this. I just noticed this now and It does not make sence. How come You guys are trlling me this???

Re: Account Suspended even though I have money in my account and Autopay Turned on

softech — Thu, 05 Aug 2021 02:50:43 GMT

@UltimateZ this is an open forum and we are just other PM customers but we are trying to help

are you on Autopay ? Any chance Autopay failed and didn't renew ?

Please logon to My Account first. Check what is showing as Available Fund.

Also go to the Payment Tab and check the payment history and confirm if PM took the plan charge on time.

Re: Account Suspended even though I have money in my account and Autopay Turned on

darlicious — Thu, 05 Aug 2021 02:52:22 GMT

@UltimateZ

Is your renewal tonight? This is normal. If your services are working and you either have a balance to cover your plan amount and/or autopay you are completely fine.