topic Re: My plan is not active. in Get Support

My plan is not active.

Woonpeng — Sun, 13 Feb 2022 23:13:34 GMT

Why my phone is not active, I have paid by auto pay for years.

I can't receive call and make call, they said my plan is not active.

Re: My plan is not active.

esjliv — Sun, 13 Feb 2022 23:20:04 GMT

@Woonpeng wrote:
Why my phone is not active, I have paid by auto pay for years.
I can't receive call and make call, they said my plan is not active.

@Woonpeng , so you have no services? And your Self Serve account or when you call 611 says Suspended?

Perhaps Autopay failed. If so, make a manual payment to reactivate services.

I would let CSA know if this was a Autopay failure: https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

OR, do you have a phone or network issue?

Try restarting your phone, or toggle to airplane mode then back again.

Can you try your SIM card into another phone to see if you get services?

Manually select the 3G / WCDMA ONLY network in your Mobile Connections area in your settings (temporarily) for dropping or unable to make incoming/outgoing calls.

edit: word correction

Re: My plan is not active.

Dunkman — Sun, 13 Feb 2022 23:18:37 GMT

@Woonpeng

Autopay sometimes fail.

From your self service account, try to manually load up fund equivalent to your month's payment. That should restart your Plan.

Re: My plan is not active.

VIP_Tech — Sun, 13 Feb 2022 23:24:08 GMT

Hi @Woonpeng

Autopay fail is happen,

try close all Browser and clear cache and cookies,
and try open one Browser inPrivate mode, or incognito mode,

Log In to Self-Serve,
Click on Payment
Make a Payment
Payment Type: select ( Amount Due )
Click ‘Submit’,
after payment successful, Reboot device.

Re: My plan is not active.

Sunshine-754 — Mon, 14 Feb 2022 01:12:48 GMT

Is your credit card still valid or did you make recent changes to your credit card?

Re: My plan is not active.

BKNS27 — Mon, 14 Feb 2022 05:05:47 GMT

@Woonpeng

Check to see if your account is registered as dynamic AutoPay in the AutoPay section on the bottom of your Self Serve account.

Sometimes the AutoPay is turned off.

Re: My plan is not active.

pkaraa — Mon, 14 Feb 2022 05:30:25 GMT

@Woonpeng if you login to selfserve what is your account status?

Can you check your credit card by topping up your balance by $1 one time payment.

If everything works, contact support agents by creating a ticket via chatbot or by sending a direct msg to CS_Agent.