topic Re: Paid monthly still suspended in Get Support

Paid monthly still suspended

Greg31 — Mon, 14 Feb 2022 15:30:31 GMT

I tried to renew my monthly but still suspended i paid the amount due there's even available credit enough to pay my monthly bill but everytime I try get help they say I have only 10 credit I wonder why??

Re: Paid monthly still suspended

darlicious — Mon, 14 Feb 2022 15:36:39 GMT

@Greg31

Choose "other" amount and ensure your payment will top up your account to equal or exceed your plan amount. If you have already tried to pay twice you must wait one full hour before trying again. After confirming and submitting your payment 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: Paid monthly still suspended

AE_Collector — Mon, 14 Feb 2022 15:46:58 GMT

Is your service NOT working OR are you seeming “Plan Suspended” in red when looking online?

My renewal for two plans was overnight and I’m seeing “Plan Suspended” still this morning but everything is working. I may not have checked early in the morning before after a renewal but I thought the normal Plan Expired message goes away earlier than this. Also I see all my rewards moved up to “Available Funds” total but my plan renewal costs are yet to be removed from that total this morning. But again, everything is actually working.

A possible clue is that I did see the “Regular Maintenance” message last night when I looked to see that everything was renewing properly.

AE_Collector

Re: Paid monthly still suspended

darlicious — Mon, 14 Feb 2022 16:08:14 GMT

@AE_Collector

Thanks for the update!

@Greg31

This means renewals are running very late. Until @AE_Collector reports seeing his transaction history reflecting his plan amount charges then you will be unable to make a payment or force the system to take a payment. After plan payments are taken there will still be a four hour window to make manual payments before service suspensions occur for unpaid accounts.

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: Paid monthly still suspended

Meow — Mon, 14 Feb 2022 16:08:46 GMT

If you see this on your account

no need to panic. This message appears on every account on renewal date.

If you have full service, you are OK. ONLY if your service is cut of, come back and we will try to help.

Re: Paid monthly still suspended

hTideGnow — Mon, 14 Feb 2022 16:09:52 GMT

HI @Greg31

Is your service working?

Can you check if the account status is showing Plan Expired? If that is the case and if you still have phone service, it is still renewing and you shouldn't need to do anything

Also, you said "10 credit", you meant $10? or really mean 10 credit?

Re: Paid monthly still suspended

Yummy — Mon, 14 Feb 2022 16:54:11 GMT

@hTideGnow wrote:

Also, you said "10 credit", you meant $10? or really mean 10 credit as long as they show on account?

How do you see difference between $10 and 10 credit?

Re: Paid monthly still suspended

hTideGnow — Mon, 14 Feb 2022 17:16:32 GMT

@Yummy wrote:
@hTideGnow wrote:

Also, you said "10 credit", you meant $10? or really mean 10 credit as long as they show on account?

How do you see difference between $10 and 10 credit?

HI @Yummy

haha, on the old system, no one talk about we have 10 credit, don't we?

I am not sure if OP means 10 Pubic points, not sure if OP is on the new reward. If only 10 Public points, it won't become $10, people have to wait until 15 points and will need to use the points to "buy" $15 credit

Re: Paid monthly still suspended

AE_Collector — Mon, 14 Feb 2022 17:23:16 GMT

9AM Pacific I got the Thank you for your payment texts (times 2 as for two accounts) so I checked Self Serve and all looks to be back to normal now.

AE_Collector

Re: Paid monthly still suspended

Greg31 — Mon, 14 Feb 2022 19:52:32 GMT

They're saying I have only $10 dollars credit when I paid the amount due but still suspended

Re: Paid monthly still suspended

softech — Mon, 14 Feb 2022 20:06:25 GMT

@Greg31 do you see $10 in Available fund now or you see the full plan amount?

If you see just $10 in Available Fund now, go back to Payment Tab, One Time Payment and use the choice "Other (Enter the desired amount)" and manually enter the Plan amount - $10

If you have the full plan amount now on Available fund, pay the same way but just manually enter $1

Once paid, click "Reactivate current plan" button if it is there

then logoff My Account and reboot your phone and it should work

Re: Paid monthly still suspended

Greg31 — Mon, 14 Feb 2022 20:41:13 GMT

I literally made a payment for my monthly to renew and extra $15 but still no luck there's supposed to be 70 but when I try get helo it say I only have $10

Re: Paid monthly still suspended

esjliv — Tue, 15 Feb 2022 02:01:32 GMT

@Greg31 wrote:
I literally made a payment for my monthly to renew and extra $15 but still no luck there's supposed to be 70 but when I try get helo it say I only have $10

@Greg31 - are all your services working right now?

If so, then your plan renewed for another 30 days. So you should be good.

But, are you still without services?

If so, can you supply a screenshot of your "view payment history" area?

If it does show you paid enough funds, but your account is still suspended, then try listing your phone into lost/stolen status, then go back to reactivate/resume services.

Sometimes this trick helps get your account to allow it to reactivate.

But note, doing this can also prevent your rewards from being applied on next renewal.

So if this happens to you, then you will need to contact customer support (CSA) to get them added to your account.

Methods to contact CSA :https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Paid monthly still suspended

darlicious — Tue, 15 Feb 2022 03:35:46 GMT

@Greg31

Have you managed to pay and reactivate your plan services? Choosing "amount due" causes issues you should always choose "other amount" instead. I apologize as I meant to check back in after @AE_Collector updated his account status to see where you stood.

If you are still in a pickle or for future reference in this situation made all the more difficult by renewals running late which if you are on Autopay with a failure then you have no real idea if you have suffered a a failure until your service suspends unless someone like @AE_Collector also going thru renewal can update you when payment is taken.

The basic rule of thumb is once you can load a top up payment into your available funds then the renewal payments have been debited from accounts and/or autopay has charged the registered payment card.

This can be viewed in your transaction history. So if you see your top up in the transaction history with today's date but the funds are just sitting in your balance and your 30 DAY PLAN....$10 charge and your 100 MINUTES....$5 charge or 1GB(?) DATA AT 3G SPEED.....$15+ charge are not in your transaction history then you know your autopay has failed and you are in that 4 hour window after renewal payments have been debited but before suspension for non payment has occurred.

This is when you have to force the system to take your payment by using lost/stolen. Once you suspend via lost/stolen. Log in/out. Resume service and check your transaction history for the two plan amount debits as above to be listed with today's date. That confirms you have successfully paid and reactivated even if your overview page has not update your status from expired to active yet. Log out and reboot if necessary.

Of course all of this can be avoided and you never need to worry about autopay failures and services suspensions by manually topping up your account before renewal and leaving autopay as a back up plan for the odd time you forget to top up.

If you are concerned or you have had autopay fail previously for no apparent reason then contacting customer support to open a ticket with the tech team to investigate in your account what the cause of your autopay failure is to prevent further incidences from happening.

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 #.