topic Re: Autopay didn’t work? in Get Support

Autopay didn’t work?

mohammedr — Tue, 04 Jan 2022 19:45:07 GMT

Hello,

I had signed up for autopay and was due for a payment on Oct 10...no payment was withdrawn from my credit card. Now my account page is showing that I am suspended. Should I make the payment or is it perhaps on its way? Will I lose my service? My data is still currently working.

Thanks.

Re: Autopay didn’t work?

Raven_Jet — Wed, 11 Oct 2017 12:27:04 GMT

What else is working? Is your entire plan still working or only part of it?

Usually this is normal, let the system do its thing and tomorrow your account "should" be ok.

Re: Autopay didn’t work?

mohammedr — Wed, 11 Oct 2017 12:37:34 GMT

Everything with regards to service is working just fine. I’ll check my account again tomorrow. Thanks.

Re: Autopay didn’t work?

Luddite — Wed, 11 Oct 2017 12:39:39 GMT

In general you can ignore all messages related to your account UNLESS your phone stops working. It's one of several PM's quirks.

Re: Autopay didn’t work?

eatnb1 — Wed, 11 Oct 2017 13:02:51 GMT

Same thing just happened to me. I checked it last night as it was due on the 10th, or 11th, not sure which exactly. Nothing had been charged to my visa, and nothing updated on my account. Now my account says it is suspended and says to reinstate, make a payment. What is going on with this? My phone still seems to be working.

Re: Autopay didn’t work?

ShawnC13 — Wed, 11 Oct 2017 13:20:24 GMT

@mohammedr, & @eatnb1, I have found that the date in the reward section of the self serve is more accurate as to when a payment will come out and that date usually shows a day later than the main page. As stated if you are on autopay and you have service do not do anything. People see the message worry and then mess with it and that messes up their service.

Re: Autopay didn’t work?

Mary_M — Wed, 11 Oct 2017 13:21:01 GMT

Hey @eatnb1,

this is a glitch in the system - as long as your services are working, your renewal should go through just fine. Keep us updated, we'd love to hear how the renewal goes!

Cheers,

Mary

Re: Autopay didn’t work?

eatnb1 — Wed, 11 Oct 2017 13:23:33 GMT

I clicked on where it said to reactivate, make a payment and the payment processed, my account went to zero owing, and i was reinstated. Hopefully, they won't automatically charge my credit card again.

Re: Autopay didn’t work?

Mary_M — Wed, 11 Oct 2017 13:28:35 GMT

As long as your plan reactivated and your new cycle has begun, autopay should not kick in. Feel free to send us a private message including your account details and we can verify that for you 🙂 @

Respectfully,

Mary

Re: Autopay didn’t work?

stonechucker — Wed, 11 Oct 2017 13:44:48 GMT

I prefe to think of the pay by date as the top up date, if not using AutoPay. If you choose to not use AutoPay, your payment(s) must be received on or before this date, otherwise continuous service may not happen.

As stated above, AutoPay runs on the next morning. I’ve noticed it seems to be running later in the morning that it has previously, so as also stated, as long as your services are working, there is nothing to worry about.

Re: Autopay didn’t work?

will13am — Wed, 11 Oct 2017 14:41:47 GMT

If auto payment is set up, it is best to not look into the account around the renewal time. The account goes through various phases as funds are taken from the credit card and applied to the payment. This metamorphosis takes many hours. The natural instinct is to intervene which quite often leads to unintended consequences. As long as the service continues to work, the assumption that payment went through is a sound one.