topic Re: Payment. in Get Support

Payment.

ListenLinda — Tue, 04 Jan 2022 09:54:08 GMT

My autopay came out today but I got a notification that my plan didn't renew. Went on to see why and it says I need to make a payment to reactivate my plan... Don't want to double pay so what sure I do?

Re: Payment.

HALIMACS — Thu, 09 Dec 2021 18:19:47 GMT

Hi @ListenLinda

The key part to this is whether you still have active services:

If YOU DO, then you need not do anything. This is normal (yet annoying) messaging that sometimes gets posted on one's self-serve account in the hours preceding renewal.

If you DON'T, then you will need to make a manual payment to restore services. This can be done via the payment card on file, or through a payment voucher available at selected mobile locations or via Recharge.com (though there may be a fee associated using this service)

Re: Payment.

Anonymous — Thu, 09 Dec 2021 18:24:28 GMT

@ListenLinda : "came out today" as in you expected it to? Or that it had?

Re: Payment.

hairbag1 — Thu, 09 Dec 2021 18:25:39 GMT

@ListenLinda wrote:
My autopay came out today but I got a notification that my plan didn't renew. Went on to see why and it says I need to make a payment to reactivate my plan... Don't want to double pay so what sure I do?

Have a close look at your on-file credit card to make sure it hasn't expired or some other malady.

If cc is ok and your phone isn't working at all, log in to your account and make your regular plan payment and Reactivate your account.

Re: Payment.

ListenLinda — Thu, 09 Dec 2021 18:46:35 GMT

The payment came out as it should have.

Re: Payment.

ListenLinda — Thu, 09 Dec 2021 18:47:37 GMT

The payment went through but my plan didn't reactivate.

Re: Payment.

ListenLinda — Thu, 09 Dec 2021 18:49:23 GMT

My payment went through show on my card. When I look on my mobile account its saying I have payment made and I'm not going to double pay.

Re: Payment.

Anonymous — Thu, 09 Dec 2021 19:09:38 GMT

@ListenLinda : But are your services working? Maybe post a screenshot of your overview page. Maybe also payment history from here (not payment card). Blank out personal information of course.

Edit: and maybe log in with a different browser or use incognito mode.

Re: Payment.

Dunkman — Thu, 09 Dec 2021 19:07:54 GMT

@ListenLinda

@ListenLinda wrote:
My payment went through show on my card. When I look on my mobile account its saying I have payment made and I'm not going to double pay.

Did you see the amount in your available balance in your self service account? Sometimes there are glitches in the payment system process.

Re: Payment.

Spudster — Thu, 09 Dec 2021 19:19:04 GMT

@ListenLinda wrote:
My payment went through show on my card. When I look on my mobile account its saying I have payment made and I'm not going to double pay.

Listen Linda,

Do your services still work?

Can you make and receive calls?

Can you send and receive texts?

If you're seeing a payment on your credit card, it could be an unauthorized or pending charge (which may or may not 'settle'), so a KEY as mentioned by @HALIMACS and seconded by @Anonymous is whether you have active services or not.

Do you, @ListenLinda ?

Re: Payment.

ListenLinda — Thu, 09 Dec 2021 19:16:47 GMT

It shows no payment from today and overview says to make a payment.

Re: Payment.

ListenLinda — Thu, 09 Dec 2021 19:21:27 GMT

My phone is NOT active, I can NOT make calls or send texts.

The payment came out of my account as it normally does.

When I go on my PM account it is telling me to make a payment to reactivate my phone and there is NO payment history from today.

Re: Payment.

HALIMACS — Thu, 09 Dec 2021 19:26:41 GMT

OK @ListenLinda

SO, is there an available balance amount displaying in Available Funds, as shown below?

If there is, and the amount is equal to your plan amount, is there a "Reactivate" button to tap?

If so, tap it, then reboot your device and let us know what happens.

Reactivate field may look something like this:

Re: Payment.

ListenLinda — Thu, 09 Dec 2021 20:33:00 GMT

No there is no available funds showing.

Re: Payment.

dabr — Thu, 09 Dec 2021 20:36:42 GMT

@ListenLinda wrote:
No there is no available funds showing.

@ListenLinda If you have a payment card on the account, can you try topping up your account with an additional $1 and then rebooting the phone.

Edit: BTW you have confirmed that your payment went through? Check the payment history log to make sure PM did debit your payment card.

Re: Payment.

ListenLinda — Thu, 09 Dec 2021 21:00:48 GMT

Added $1 it did not work. Payment history shows my loyalty added & the $1 but not the payment that came out of my account.

Re: Payment.

dabr — Thu, 09 Dec 2021 21:07:04 GMT

@ListenLinda wrote:
Added $1 it did not work. Payment history shows my loyalty added & the $1 but not the payment that came out of my account.

@ListenLinda Then it means the payment didn't go through, unfortunately occasionally autopay fails. Go back to the payment page and select manually the amount due (your plan amount) to make the payment.

Edit: @ListenLinda Also use incognito/privacy mode after clearing any cache/cookies from your browser.

Re: Payment.

ListenLinda — Thu, 09 Dec 2021 21:12:32 GMT

Ugh... I guess a make a manual payment then contact my bank for a refund.

Thank you.

Re: Payment.

dabr — Thu, 09 Dec 2021 21:40:46 GMT

@ListenLinda wrote:
Ugh... I guess a make a manual payment then contact my bank for a refund.
Thank you.

@ListenLinda So you have a Debit Visa on account and you see the debit for this payment cycle was actually taken in your bank's transaction?

You can make the payment now to get your phone service up and running but if your Debit card was debited with the amount owing and you don't see a balance in your account, you'll need to contact customer support at PM too to see what happened.

Click the chatbot bubble bottom right of the screen to submit a ticket or send a private message to CS_Agent via the envelope icon top right if you run into problems with the chatbot.

Re: Payment.

Anonymous — Thu, 09 Dec 2021 21:46:46 GMT

@ListenLinda

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. how much you see at Amount Due:$ ! you will do manually enter Amount:$$ + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left,

and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

Add Funds to your Plan Amount through Self Serve
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone.
what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

and if can't fix it you need To Contact Customer Support Agent by CS_Agent, and Explain your issue to
them can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

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 Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
Click here to submit a ticket↗↗.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

please include in your message,
phone number,
account 4 digit pin,
Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
- Note: For public mobile No Support by phone call or Email.. only by CS_Agent, private message..
Check your private message inbox (click on the envelope top right of your screen)

Good Luck..