topic Re: Plan Expired-funds available in Get Support

Plan Expired-funds available

Edna1 — Wed, 04 May 2022 12:27:18 GMT

My account is saying that my Plan is Expired. There are sufficient funds available. I'm on autopay. I've tried making a payment. My account says that balance is $0. I'm out of things to try.

Re: Plan Expired-funds available

softech — Wed, 04 May 2022 12:29:45 GMT

@Edna1 is your phone service working? If so, DO NOT do anything

Plan Expired just mean PM is renewing your account. Usually during Plan Expired, it won't affect your phone service. Once it completes the renewal process , it will change back to Active.

Re: Plan Expired-funds available

HALIMACS — Wed, 04 May 2022 12:39:54 GMT

Does it look like this , @Edna1

If so, ignore and let process (as silly as it is) complete, if you’re services work.

Re: Plan Expired-funds available

Edna1 — Wed, 04 May 2022 13:50:23 GMT

Services are not working...

Re: Plan Expired-funds available

softech — Wed, 04 May 2022 13:57:43 GMT

@Edna1 Reboot your phone once and see if phone service is working after

Also, do you see if PM got the money from your credit card already?

do you mind to post screenshots for the transaction log?

https://selfserve.publicmobile.ca/Overview/payment/Payment-History/

would like to see at which stage the renewal got stuck

Re: Plan Expired-funds available

Yummy — Wed, 04 May 2022 14:01:14 GMT

If you see this

but you have service, you are OK.

When was your renewal?

Did you get SMS 611 that you paid your bill and renewed service?

If still have no service, try rebooting your phone.

Re: Plan Expired-funds available

Edna1 — Wed, 04 May 2022 14:28:49 GMT

It says that I have $16 balance and owe $10. I'm confused.

Re: Plan Expired-funds available

BKNS27 — Wed, 04 May 2022 14:44:41 GMT

@Edna1

Are you on a $25/month plan? It seems there was a glitch with AutoPay again for some members. On the bottom left, does it indicate that you are Registered on Dynamic AutoPay? It might have switched off, turn AutoPay back on.

Contact a CS_Agent if you are having problems.

Re: Plan Expired-funds available

softech — Wed, 04 May 2022 15:24:02 GMT

@Edna1 wrote:
It says that I have $16 balance and owe $10. I'm confused.

@Edna1 Please go back to your image library here and remove the 4 screenshots , you have an account number there which you don't want to show us. When you post screenshot , make sure to have your phone number and account removed:

All Images for Edna1 - Community (publicmobile.ca)

just hover your mouse over to the top right of each picture and click x to remove

For your issue, I think it is because PM has change the plan from $10 to $13 but it is still showing $10 on your account. So, PM system likely unable to renew because of that.

Please open a ticket with PM Support and have them to fix:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Plan Expired-funds available

dust2dust — Wed, 04 May 2022 15:04:37 GMT

Which plan are you on? If the $15 plan then reboot phone. You might need to do a lost/stolen workaround to kickstart the plan. If you're on the $25 plan then use that payment screen and the Other option to add another $9.

Adding - it's odd that the automatic top-up charged $11. It seems you were on the $15 plan. Then it looks like you manually added another $1 which is also a workaround.

Did you do a plan change sometime in all this?

Re: Plan Expired-funds available

Api — Wed, 04 May 2022 15:33:15 GMT

Of,i have the same prob.

Re: Plan Expired-funds available

Edna1 — Wed, 04 May 2022 15:33:21 GMT

Thank you. Pics deleted and PM sent.

Re: Plan Expired-funds available

softech — Wed, 04 May 2022 15:38:22 GMT

@Api Are you on the same $10 plan? If you login to My Account, does it show you have a $10 plan or $13? PM has increase the plan price from $10 to $13 so it should be showing $13.

Can you provide a screenshot like this show us your Available Fund, Plan details like this one but please remove your person info like account number:

https://selfserve.publicmobile.ca/Overview/

Also, did PM charged you some money already? Can you post your transaction log as well ?

Re: Plan Expired-funds available

alifarooq — Wed, 04 May 2022 16:33:54 GMT

Seeing the same issue. Account expired. (had to renew cc). seeing "Your account has already enough balance." when trying to pay for my account.

Please help.

Re: Plan Expired-funds available

dust2dust — Wed, 04 May 2022 16:36:24 GMT

Try to use the other payment option rather than amount due.

Re: Plan Expired-funds available

alifarooq — Wed, 04 May 2022 16:37:48 GMT

Just tried that and boom!

Re: Plan Expired-funds available

alifarooq — Wed, 04 May 2022 16:38:39 GMT

Looks like the payment went through but my plan status is still expired. is there a mod here that can help me reinstate my plan?

Re: Plan Expired-funds available

softech — Wed, 04 May 2022 16:40:07 GMT

@alifarooq wrote:
Looks like the payment went through but my plan status is still expired. is there a mod here that can help me reinstate my plan?

@alifarooq is your phone service working? if it is working, you can ignore the status Plan Expired for now. it will change to Active soon.

But if you don't have the service, please open ticket with PM Support

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Plan Expired-funds available

dust2dust — Wed, 04 May 2022 16:40:39 GMT

Are your services working now? If so then just let it be.

Re: Plan Expired-funds available

alifarooq — Wed, 04 May 2022 16:44:33 GMT

yep the service is working. ok will ignore for now then. thanks everyone!