topic Re: Account suspended already paid in Get Support

Account suspended already paid

sonamor — Thu, 13 Jan 2022 10:36:03 GMT

why is my account suspended but my plan is less than my available credit? I also have auto pay so it should have renewed on its own anyway. I don’t want to pay again since there’s already more money on my account than my plan is.

Re: Account suspended already paid

walker1 — Thu, 13 Jan 2022 10:56:35 GMT

@sonamor

If this is your renewal date and all of your services are still working fine, then don't worry about that message in your account. That message is normal to see on your renewal date. Your account should say it's active by later today ☺️.

If your services aren't working then, send a private message to CS_Agent and ask a CSA to look at your account and get your services working again.

Re: Account suspended already paid

darlicious — Thu, 13 Jan 2022 11:45:18 GMT

@sonamor

Don't worry this is normal on your renewal night. Do your services still work? Your account status will say expired as you go thru renewal. Ignore the suspended warning....if you have topped up your account or are on autopay.

In the morning just check your phone to see if your phone has service. If it does great. If you get an email saying you have been suspended its been sent out in error as there has been a glitch the last few days that customers have come here to report. If your phone works trust it not the email.

Edit:

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: Account suspended already paid

esjliv — Thu, 13 Jan 2022 11:29:35 GMT

@sonamor wrote:
why is my account suspended but my plan is less than my available credit? I also have auto pay so it should have renewed on its own anyway. I don’t want to pay again since there’s already more money on my account than my plan is.

@sonamor

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.

If 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 Customer Support Agents (CSA) know.

Methods to contact the Customer Support Agents (CSA): https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Account suspended already paid

Judymunn — Thu, 13 Jan 2022 13:33:55 GMT

I'm in the same boat, waiting for auto pay to come out on the 11th, I've had no service since then.

Re: Account suspended already paid

gpixel — Thu, 13 Jan 2022 13:41:38 GMT

@Judymunn

login to self serve
click on "payment" tab
click the "preferred payment type"
choose "other, enter the desired amount" and manually type in your total plan amount and make a payment.
go back to your "overview" tab and click the "reactivate" button
restart your phone

Re: Account suspended already paid

walker1 — Thu, 13 Jan 2022 13:45:18 GMT

@Judymunn

If you've had no service since then,then there must have been an auto pay failure.

You should then send a private message to CS_Agent and ask them to look into your account and get your payment fixed and services working again.

Re: Account suspended already paid

hTideGnow — Thu, 13 Jan 2022 13:51:13 GMT

HI @sonamor was the account Suspended or Expired? Login to My Account and confirm.

Also, check when was the last payment date and what is showing there as the next amount due date.

Re: Account suspended already paid

Anonymous — Thu, 13 Jan 2022 18:57:50 GMT

@sonamor

if showing at your Self-Serve a messages those Expired or Suspended and your services are working,

just ignore,,

all customers getting those message the night before day of renewal.

on the date cycle payment is will automatically renewal.

if your services not working,

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

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

Click on Payment
Make a Payment
one Time Payment
Payment Type: selected other ( Enter the desired payment amount )
you will do manually enter Amount:$$ + $1 extra
Click ‘Submit’,
after payment successful, you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.

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,