topic Re: Plan suspended in Get Support

Plan suspended

elutka — Sat, 21 May 2022 14:01:24 GMT

I have been on Auto Pay (credit card) for almost a year now and today my plan was suspended. I logged into my account and there is a message that I have insufficient founds, $2. Please help

Re: Plan suspended

esjliv — Sat, 21 May 2022 14:04:07 GMT

@elutka - is your renewal today and 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, manually, to your owing amount or more, through SELF SERVE (or by calling 611 if you have a card registered), then select to reactivate/resume services if it does not automatically do so.

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment.

Or try

Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Log off your account. Log back in. 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: Plan suspended

computergeek541 — Sat, 21 May 2022 14:09:20 GMT

Check if your service works. If your service works, the renewal hasn't occurrd yet. Renewals don't always happen at the same time of day and the Self Serve website will always give an erroneous message some time during the day of renewal about a suspended account even if there is no issue. If your service has stopped working, you will need to make a manual payment.

Re: Plan suspended

hTideGnow — Sat, 21 May 2022 14:06:02 GMT

@elutka Autopay failed. Make a manual payment for the $2 . Go to Payment and use the "Other..." option to make the $2 payment

And are you on the $10? it is now $13

Re: Plan suspended

elutka — Sat, 21 May 2022 14:29:06 GMT

thanks for your help!!

Re: Plan suspended

dust2dust — Sat, 21 May 2022 14:49:46 GMT

Is that a balance of $2 or amount owing of $2?

It's a little late for renewals right now though. It should have happened earlier. But as long as your services are still working then you should be fine.

Re: Plan suspended

elutka — Sat, 21 May 2022 14:52:02 GMT

I am on $25 plan, with $2 deductions for autopay, so should I pay 23?

Re: Plan suspended

hTideGnow — Sat, 21 May 2022 14:57:38 GMT

Hi @elutka could be. But only if your have not changed to the new rewards system yet

Log into My Rewards and see if your are still on the old system. If you are everything will show in $ and you should it shows Autopay reward there

Re: Plan suspended

dust2dust — Sat, 21 May 2022 14:57:58 GMT

What is the current balance? Are your services working? Then pay enough to get your current balance to pay the $25.

Re: Plan suspended

JL9 — Sat, 21 May 2022 17:58:20 GMT

I figured if you have been a customer for a year plus you were getting the 2 autopay so that 2 made sense. Looks like the increasing aggravation of an autopay failure, pay 23 with other and you will be back up and running. Going forward you can avoid this by manually paying the 23 prior to the. Renewal