topic Re: Problem with payment and reactivation in Get Support

Problem with payment and reactivation

robdabbs — Sat, 05 Feb 2022 22:55:43 GMT

When i go to reactivate my account that got suspended this morning from non payment, nothing comes up for a balance owing and will not take a payment. Say the account has enough funds available.

There's $3 in the account and balance owing is blank.

Does not make any sense. Please help

Re: Problem with payment and reactivation

Anonymous — Sat, 05 Feb 2022 18:53:11 GMT

No it doesn't make sense. So use the Other option in the Payment Type box and get your balance up to your plan cost and the plan should renew.

Re: Problem with payment and reactivation

softech — Sat, 05 Feb 2022 18:53:57 GMT

@robdabbs wrote:
When i go to reactivate my account that got suspended this morning from non payment, nothing comes up for a balance owing and will not take a payment. Say the account has enough funds available.

There's $3 in the account and balance owing is blank.

Does not make any sense. Please help

@robdabbs

Can you login to My Account, use the Payment Tab-One Time payment, pick "Other"and manually enter the amount that is supposed to owe (Plan amount - $3 ). If payment goes through successfully, check if you see the button Reactivate current plan is there, click on it

Then logoff My Account and reboot your phone and see if it works

Re: Problem with payment and reactivation

esjliv — Sat, 05 Feb 2022 18:54:24 GMT

@robdabbs wrote:
When i go to reactivate my account that got suspended this morning from non payment, nothing comes up for a balance owing and will not take a payment. Say the account has enough funds available.

There's $3 in the account and balance owing is blank.

Does not make any sense. Please help

@robdabbs

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, then add funds equal or more to your plan amount, then resume/reactivate.

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: Problem with payment and reactivation

darlicious — Sat, 05 Feb 2022 19:01:17 GMT

@robdabbs

Choose other to make a payment, confirm and submit your payment. Your plan should automatically reactivate. If it only adds to your balance and the available funds equal or exceed your plan amount then go to the plans or usage page and click on the lost/stolen feature and suspend your account. Log out/in. Resume your service. Your plan should automatically reactivate. Log out and reboot if necessary.

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: Problem with payment and reactivation

robdabbs — Sat, 05 Feb 2022 19:01:43 GMT

And now when I go to make a payment it wo t work. Says I owe $2.35 tax on top of the payment. That has never came up and I've never been charged tax and my girlfriend public mobile account to she reactivated yesterday didn't charge her any tax and didn't have any issues..

Something is up with my account.

Re: Problem with payment and reactivation

robdabbs — Sat, 05 Feb 2022 19:03:32 GMT

How do I talk to a moderator to help with my account issues I'm having ?

Re: Problem with payment and reactivation

VIP_Tech — Sat, 05 Feb 2022 19:03:53 GMT

Hi @robdabbs

Payment Type: selected other ( Enter the desired payment amount )
manually enter Amount plan$ + $1 extra
Click ‘Submit’,
after payment successful, Reboot device.

Re: Problem with payment and reactivation

VIP_Tech — Sat, 05 Feb 2022 19:04:52 GMT

@robdabbs wrote:
How do I talk to a moderator to help with my account issues I'm having ?

@robdabbs

Here Customer Support Agent (publicmobile.ca)

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)

Re: Problem with payment and reactivation

softech — Sat, 05 Feb 2022 19:06:45 GMT

@robdabbs They always charge Tax. PM My Account won't show but they do charge tax. If you have $25 plan, it shows $25 on My Account but your credit card will show they charge $25+tax

So, what is your Plan amount? How much is the Available Fund now?

Quick way is to make a manual payment again as what I suggested earlier with the difference Plan amount - Available Fund. You don't have to add tax there, when PM charge you credit card, it will add tax on top of it.

**You should be ok making the topup as I suggested. It is quicker that way without opening ticket with CS Agent

Re: Problem with payment and reactivation

Anonymous — Sat, 05 Feb 2022 19:05:45 GMT

@robdabbs : When one makes a manual payment on that page, it will show what taxes will be charged on the card. Taxes don't show anywhere else on the site.

Re: Problem with payment and reactivation

darlicious — Sat, 05 Feb 2022 19:47:11 GMT

@robdabbs

When you make a manual top up payment the site will show you the taxes that will be charged to your payment card as is required by law. However you will only see the non taxed amount added to your transaction history and/or your available funds.

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: Problem with payment and reactivation

BKNS27 — Sat, 05 Feb 2022 22:20:02 GMT

@robdabbs

Depending on your province for Provincial sales tax. Everyone pays Goods and Services tax.

You should check both yours and your GF account to double check.

Maybe something is up with your GF account and not yours.