topic Re: Payment made, account shows 0.00 in Get Support

Payment made, account shows 0.00

issuetree — Tue, 04 Jan 2022 19:05:19 GMT

Hey,
I just made a payment of 45.00 through self-serve.

It shows in my payment history, but the available funds still shows 0.00.

Thus, I can't change my plan.

Please help

Re: Payment made, account shows 0.00

Daniel — Mon, 26 Oct 2015 14:39:19 GMT

Hi @issuetree,

I'm not sure I fully understand your issue.

If you paid for a 45$ plan, it's normal that the balance of your account is now lower than the actual plan cost :

EX if you had 45$ in your account and paiy for a 45$ plan, then there's 0 left in your account.

The main question is : Can you currently use your 45$ plan with your SIM card?

Re: Payment made, account shows 0.00

aguyfromontario — Mon, 26 Oct 2015 15:29:06 GMT

if you have a plan of $45 and you add $45.. the system will deduct the $45 you just added leaving you with $0. you would then need to add funds to change the plan..

Also I suggest adding money and then changing the plan just before your next renewal, as to not waste the money you just spent.

Re: Payment made, account shows 0.00

issuetree — Mon, 26 Oct 2015 15:34:17 GMT

Thank you for the replies.

My account expired a few days back.

So I made the payment of 45.00 through my credit card. Now I want to use these funds to select my plan.

However, when I go to "Plans and Add-ons" and change plan, it says that I do not have the sufficient funds in my balance.

But when I check the "transactions" tab, it shows that I have made the payment today.

Re: Payment made, account shows 0.00

vrance — Mon, 26 Oct 2015 15:41:17 GMT

Hi @issuetree, not sure if your $45 include tax, or the addon plus tax is less than $45.

Re: Payment made, account shows 0.00

issuetree — Mon, 26 Oct 2015 15:45:17 GMT

It's 45.00 after taxes. In all I paid 50.85 (45 + tax)
So ideally I should get 45 to use to select my plan.

However, currently, it shows 0.00 as available funds 😞

Re: Payment made, account shows 0.00

aguyfromontario — Mon, 26 Oct 2015 15:49:36 GMT

The reason why.. Is because of your plan expired... You would owe 45 to renew.. When you added 45.. The system right away takes what you owe... So $45. Leaving you once again with $0... So do the math -$45+$45=$0 to add an add on or change the plan you must pay for the new plan!

Re: Payment made, account shows 0.00

issuetree — Mon, 26 Oct 2015 15:52:40 GMT

But then I should be able to use that 45.00, right?
Currently my service is disabled and I can't make or receive phone calls

Re: Payment made, account shows 0.00

aguyfromontario — Mon, 26 Oct 2015 15:53:25 GMT

Wrong... The 45 is taken right away to pay what you owe for your current plan!

Re: Payment made, account shows 0.00

aguyfromontario — Mon, 26 Oct 2015 15:54:08 GMT

Service can take up to a couple hours to resume apparently if it's been disabled

Re: Payment made, account shows 0.00

issuetree — Mon, 26 Oct 2015 15:56:57 GMT

Oh, okay.
Thanks for the replies. I will check within a few hours to see if my service is resumed.

Thanks again,

Re: Payment made, account shows 0.00

issuetree — Tue, 27 Oct 2015 13:35:39 GMT

Good Morning everybody!
Still no change in my account. Phone service is still disabled.

Payment history shows $45.00 but still can't use it to select my plan.

Please help!

Re: Payment made, account shows 0.00

Daniel — Tue, 27 Oct 2015 13:41:53 GMT

Hi @issuetree,

Had you already open a support ticket to have a technical team check you issue? Technically, if you've paid for a plan, it should be enabled once it's paid.

Open a support ticket here if not already done : http://publicmobile.ca/en/on/get-help

Note, it can take up to 48 hours to get a response, if you don't get a response by them, come back in the community and update us on the case. We should be able to escalate the case if it's still not resolves.

Re: Payment made, account shows 0.00

issuetree — Tue, 27 Oct 2015 13:45:09 GMT

Yes I did that today in the morning.

Just wondering though, does it take a long time to be able to use the funds once we make a payment? Or is it usually immediately available to use?

Re: Payment made, account shows 0.00

Daniel — Tue, 27 Oct 2015 14:01:36 GMT

@issuetree, in my case, for both my phone, once the SIM was activated, the service was available immediatly, therefore I don't think your problem is normal.

Re: Payment made, account shows 0.00

xoxkouklaxox — Tue, 27 Oct 2015 14:01:47 GMT

ive been having the exact same problem. i paid twice myplan!!!! 90$ and i have no service :'( i think its all a big scam or something this doesnt make any sense!!! they have no respect for customers!!!! no way to reach them by phone, they wont answer my email. im so mad right now!!! changing company this week!!!

Re: Payment made, account shows 0.00

Daniel — Tue, 27 Oct 2015 14:06:40 GMT

@xoxkouklaxox

Hi,

We all have to be aware that by subcribing to a service that is currently in BETA, we all have to accept some minor and major glitch from time to time.

The PM teams is doing there best to fix all issue and are counting on us to help them see and find the issue so the may permantly resolve all problem before the actual production stage.

Re: Payment made, account shows 0.00

Moid_I — Tue, 27 Oct 2015 19:38:36 GMT

@xoxkouklaxox I am escalating the issue to support team will update you once i hear back from them.

Thanks

Re: Payment made, account shows 0.00

issuetree — Wed, 28 Oct 2015 17:35:31 GMT

Hey Moid_I,
Can you please escalate my issue as well?
It has been over 3 days now, but no update for our account 😞

Re: Payment made, account shows 0.00

Moid_I — Wed, 28 Oct 2015 18:34:33 GMT

@issuetree Looking into the issue right now will update you soon.