sujet Re: Autopay not working--service suspended dans Get Support

Autopay not working--service suspended

JAG115 — Mon, 01 Aug 2022 19:46:06 GMT

Using autopay for several years no problem--today cell service suspended because Public Mobile's Autopay service isn't working. Try to log in to account--login and password not recognized. Try to set new password--both verification processes fail. Need help to get service restored. Out all day. Didn't recognize previous community account--had to set another one of these too. Who do you PM to get any assistance? Any suggestions?

Re: Autopay not working--service suspended

Timer — Mon, 01 Aug 2022 19:49:17 GMT

@JAG115

tried use browser from computer,and clear cache and cookies and use one page inPrivate mode,

Re: Autopay not working--service suspended

MrSpock — Mon, 01 Aug 2022 19:52:56 GMT

@JAG115 hi clear your cache and cookies try using a different browser in ingognito mode if that fails contact a cs agent you will need to open a ticket, to speak to a customer service agent Click here or if you are having issues with Simon you can send private message to a CS Agent here: https://bit.ly/2GGCJzH

Re: Autopay not working--service suspended

esjliv — Mon, 01 Aug 2022 20:00:15 GMT

@JAG115

If you have no services, and it is past your renewal, then is sounds like an autopay failure.

After trying log in through an incognito tab (as others have posted) 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 by methods provided by @MrSpock

edit

Re: Autopay not working--service suspended

hTideGnow — Mon, 01 Aug 2022 20:01:41 GMT

HI @JAG115 Yes, Autopay could fail for no reason. 😞

And because PM is prepaid, no payment, no service

For manually loading of the fund, do you have the 4 digits pin? If you do, try to load enough fund using *611

If you don't have the pin, then open ticket with CS agent for password reset:

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

First type: "Forgot log in information"
Then Click "Contact Us"
Finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):

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

Re: Autopay not working--service suspended

hairbag1 — Mon, 01 Aug 2022 20:11:48 GMT

@JAG115 wrote:
Using autopay for several years no problem--today cell service suspended because Public Mobile's Autopay service isn't working. Try to log in to account--login and password not recognized. Try to set new password--both verification processes fail. Need help to get service restored. Out all day. Didn't recognize previous community account--had to set another one of these too. Who do you PM to get any assistance? Any suggestions?

To get you going...get you some payment vouchers at retail outlet like Shell Gas or Walmart, to name just a few. Then dial 611 to add'em to your account.

Deal with cc issue at your leisure...CSA's are probly short staffed at PM due to stat holiday so could be awhile before anyone responds.

Make certain the cc isn't set to expire or update soon.

Re: Autopay not working--service suspended

benfatto — Mon, 01 Aug 2022 21:23:19 GMT

@JAG115 If your primary immediate needs are texting and calling, Fongo or TextNow can do so for free with wifi.
Longer term this post has ideas: https://productioncommunity.publicmobile.ca/t5/Get-Support/100-SERVICE/m-p/183753/highlight/true#M56673

Re: Autopay not working--service suspended

JAG115 — Tue, 02 Aug 2022 12:49:24 GMT

Got a text at 12 a.m. to use one time credit card payment....tried that...wants a 4-digit PIN to let me do that....where on earth do you get that....? And still no help from anyone to get a working self serve account with a working login and password...this is a repetitive problem.

Not driving anywhere to get vouchers...

Re: Autopay not working--service suspended

JAG115 — Tue, 02 Aug 2022 12:52:41 GMT

CS agent couldn't reset login and password. Referred to tech support? No help yet. Self serve accounts not working. Really disappointed.

Re: Autopay not working--service suspended

hTideGnow — Tue, 02 Aug 2022 14:03:10 GMT

@JAG115 wrote:
CS agent couldn't reset login and password. Referred to tech support? No help yet. Self serve accounts not working. Really disappointed.

HI @JAG115

CS agent can definitely help to reset password. Have you open a ticket with them yet?

Re: Autopay not working--service suspended

JAG115 — Tue, 02 Aug 2022 16:56:39 GMT

They can't reset for me to make a payment through self serve since account suspended. Apparently nobody can.

Re: Autopay not working--service suspended

JAG115 — Tue, 02 Aug 2022 17:02:25 GMT

Can't use *611 to update credit care information even with a PIN. Only need to add new expiry date to account....this seems to be a huge problem. Suspended from "my account" to make a payment with updated credit information. Makes no sense to me.

What is a secure way to update credit card information and restore my service? My account won't be accessible until a payment is received.