topic Re: Removal of rewards + unable to access rewards section in Get Support

Removal of rewards + unable to access rewards section

Mp26 — Wed, 20 Jul 2022 15:51:54 GMT

Hi everyone,

I've been on the PM network for 1.5 years now. I had collected a couple rewards on the way but for whatever reason, they are no longer applicable to my account. I haven't changed plans (until today) and I'm not able to log on to the rewards page, irrespective of trying on different browsers. Any leads would be appreciated, thanks for your time!

Re: Removal of rewards + unable to access rewards section

hTideGnow — Wed, 20 Jul 2022 15:56:21 GMT

HI@Mp26

did you login to My Rewards site and check:

https://www.publicmobile.ca/myrewards

please provide a screenshot so we can help

if you see rewards on My Rewards portal but not see PM give you the credit in the last renewal, please also post us screenshots

Re: Removal of rewards + unable to access rewards section

dust2dust — Wed, 20 Jul 2022 15:57:09 GMT

I'm also not seeing the rewards page. Lots of changes around here the last few days.

Check your payment history records in the account for mentions of rewards.

Re: Removal of rewards + unable to access rewards section

hTideGnow — Wed, 20 Jul 2022 15:58:40 GMT

@dust2dust wrote:
I'm also not seeing the rewards page. Lots of changes around here the last few days.
Check your payment history records in the account for mentions of rewards.

HI@dust2dust , you meant you are not seeing the rewards page in My Account or not seeing anything when login to My Rewards?

Re: Removal of rewards + unable to access rewards section

Mp26 — Wed, 20 Jul 2022 16:01:34 GMT

Hi, thanks for your response! Here are the screenshots. The last renewal has only loyalty reward applied and not the pre-authorised payment.

As for the rewards page, it says 'under management' but that has been the case since early June for me. Saya under mainatainanceRewards applied in the last cycle

Re: Removal of rewards + unable to access rewards section

Mp26 — Wed, 20 Jul 2022 16:02:48 GMT

Hi, thanks! The payment history doesn't show application of the rewards... I have pre-authorised payment right form the beginning.

Re: Removal of rewards + unable to access rewards section

dust2dust — Wed, 20 Jul 2022 16:11:02 GMT

Indeed. It says you have it set up but it's not showing the $2. I guess you'll have to contact the support people. Don't let them talk about points. Don't go to points.

@hTideGnow- I see the oops page that Mp26 shows.

Re: Removal of rewards + unable to access rewards section

hTideGnow — Wed, 20 Jul 2022 16:15:12 GMT

HI @Mp26

on the same page, where you see the green box, you should see this if you have Pre-Authorized payment enabled:

It looks like it is not enabled

Re: Removal of rewards + unable to access rewards section

hTideGnow — Wed, 20 Jul 2022 16:18:53 GMT

@Mp26 Set it up now if it has been disabled for whatever reason, your next payment is July 25, you still have time to enable it so you can save the $2 for next payment

Re: Removal of rewards + unable to access rewards section

dust2dust — Wed, 20 Jul 2022 16:19:41 GMT

@hTideGnow- It shows as enabled in two of his images.

Re: Removal of rewards + unable to access rewards section

hTideGnow — Wed, 20 Jul 2022 16:27:56 GMT

Thanks @dust2dust . I missed it

Then I guess it is the system (again.. what's new.. )

@Mp26 open a ticket with PM CS agent, there are still couple days before your next renewal, they should be able to fix it before your due date

Re: Removal of rewards + unable to access rewards section

Mp26 — Wed, 20 Jul 2022 17:52:01 GMT

Thanks! I have actually enabled the pre-authorised payment but it doesn't show up. I'll raise a ticket for this.