topic Re: Autopay in Get Support

Autopay

vickie89 — Mon, 20 Jun 2022 16:37:57 GMT

My phone was cut this am, my payment wasn't due until the 22nd and I have autopay so I don't understand why it was cut ? Can anyone help me out here ?

Re: Autopay

JL9 — Mon, 20 Jun 2022 16:42:18 GMT

When you say cut do you mean everything and your self serve is showing suspended? Or just data?

Re: Autopay

vickie89 — Mon, 20 Jun 2022 16:43:12 GMT

No data, no phone calls or text

Re: Autopay

MrSpock — Mon, 20 Jun 2022 16:44:49 GMT

@vickie89 hi dial *611 to see if your account is active it will also tell you your renewal date

Re: Autopay

Akmb — Mon, 20 Jun 2022 16:46:09 GMT

Same here, Vickie. Annoying to say the least. My autopay was supposed to go through today, and they gave me the autopay $2 bonus, but they haven't charged the autopay portion. I'm thinking I'll manually pay the bill and see if that works, since right now I have no phone service

Re: Autopay

vickie89 — Mon, 20 Jun 2022 16:46:48 GMT

I tried that

Re: Autopay

JL9 — Mon, 20 Jun 2022 16:47:04 GMT

What does your self serve say? Suspended? Is there a renewal date? You said it is the 22nd are you basing that off of what you saw as your renewal date? (keep in mind it is 30 days so will always be moving around). Or was your activation on the 22nd and you are using that number for every month, because it is 30 days and not monthly.

Either way you can reach out to a CSA to investigate if your renewal date is indeed the 22nd and they can resolve it for you, and if your renewal date was yesterday/today you will just have to manually add the funds as it looks like there may have been an autopay failure

Re: Autopay

Akmb — Mon, 20 Jun 2022 16:53:53 GMT

@Akmb wrote:
Same here, Vickie. Annoying to say the least. My autopay was supposed to go through today, and they gave me the autopay $2 bonus, but they haven't charged the autopay portion. I'm thinking I'll manually pay the bill and see if that works, since right now I have no phone service

Hey Vickie, I just added some money to my account, and just before I did that, the autopayment went through. So now I have enough on my account to pay next month. Maybe your autopay will be processed soon too

Re: Autopay

esjliv — Mon, 20 Jun 2022 17:32:29 GMT

@vickie89 if you renewal date is not for another two days, than this should not be an autopay failure, more like a phone, SIM, or network issue.

Did you try

restarting your phone?
Also try toggling into airplane mode than back to regular mode.
remove your SIM card, try it into another compatible phone while it is out..does service work? If yes, reinsert it into your phone, now does it work?
If services do not work into another phone, and your account status is Active, check for outages in your area:
https://www.telus.com/en/on/outages
https://istheservicedowncanada.com/status/telus
https://downdetector.ca/status/telus/map/
Check if your phone is blacklisted here: https://www.devicecheck.ca/check-status-device-canada/

If above or any other suggestions are not helping with services on an Active account contact CSA for help.

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

edited, removed 'plans are 30 days...and then some...' as already mentioned by @JL9 .