topic Re: Your system is down again in Get Support

Your system is down again

teppana — Fri, 27 Jan 2023 17:19:36 GMT

I received message that you didn't receive my payment. I have autopayment set up from visa card.

Other thing, I can't even sign in on my account.

what the hell is going on there???

Re: Your system is down again

esjliv — Fri, 27 Jan 2023 17:21:26 GMT

@teppana - are your services working? If so, you may be able to ignore that message. Unless you have a card expired or expiring soon, confirm this.

Try clearing your browser's cache, or try a different browser or device. Or, open a tab in incognito mode and access My Account that way.

You can also use a keyboard shortcut to open an Incognito window:

Windows, Linux, or Chrome OS: Press Ctrl + Shift + n.

Mac: Press ⌘ + Shift + n.

If having issues with your password, use the Forgot your password option to reset it, found here: https://myaccount.publicmobile.ca/en/forgot-password

If the account is currently in suspended status you can look into obtaining a voucher to make a payment through 611, see here: https://www.publicmobile.ca/en/on/get-help/articles?q=vouchers

Locations to obtain some: https://publicmobile.ca/en/on/payment-voucher

For My Account log in issues, you can submit a ticket here to: Create, forgot or change My Account email or password link

Re: Your system is down again

Handy1 — Fri, 27 Jan 2023 17:22:19 GMT

@teppana Try again incognito mode private mode there are cache issues or another device or even a lap top

Re: Your system is down again

softech — Fri, 27 Jan 2023 17:27:37 GMT

@teppana I hope it is not a system wide issue. You are at least the 4th person reporting Pre-authorized payment issue this morning

But I can sign into my My Account without issue. So, the login is not a problem

First, try to use the Reset Password link there https://myaccount.publicmobile.ca/en/forgot-password . Enter all the possible email addresses you could have used and see which one get the password reset email in the end

If that does not work, then please open ticket with PM support and they can sort it out for you

1. Open ticket with Chatbot for faster response (2-48 hours), using direct link: https://publicmobile.ca/chatbot.

Start by typing "Forgot Login Information", then click "Contact Us",, then click "Click here to submit a ticket ↗"

2. if you have problem with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply to you there

Once you get back to My Account, make a manual payment by clicking Reactivate my plan

Re: Your system is down again

teppana — Fri, 27 Jan 2023 17:28:34 GMT

My visa card is valid. Last time this happened they shut down my service and it was a hassle to get it back working and money was there for you guys just to take it from my visa account as much you want.

It's really frustrating. that's why I have autopay that I don't need to worry about it...

Re: Your system is down again

hairbag1 — Fri, 27 Jan 2023 17:37:36 GMT

@teppana

for now...get payment vouchers at Shell gas then dial 611 to add them to your account.

Deal with cc issue later.

added..

recharge.com or ding.com are options also..but they do have a small user fee.

Re: Your system is down again

hTideGnow — Fri, 27 Jan 2023 17:36:22 GMT

HI @teppana yes, the autopay PM has is buggy

did you try to manually pay on My Account?

or do you have the 4 digits PIN? try to pay via *611

Re: Your system is down again

Yummy — Fri, 27 Jan 2023 17:37:36 GMT

No issues with logging in.

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Autopay might fail from time to time. When you log in confirm account status and if needed pay manually.

Re: Your system is down again

Handy1 — Fri, 27 Jan 2023 17:38:37 GMT

@teppana We are just customers like you trying to help

Re: Your system is down again

hairbag1 — Fri, 27 Jan 2023 17:41:11 GMT

@teppana wrote:
I received message that you didn't receive my payment. I have autopayment set up from visa card.
Other thing, I can't even sign in on my account.
what the hell is going on there???

Can you please send us a screen shot of that message.

Are you able to talk / text using your phone right now ?

Re: Your system is down again

esjliv — Fri, 27 Jan 2023 18:04:11 GMT

@teppana wrote:
My visa card is valid. Last time this happened they shut down my service and it was a hassle to get it back working and money was there for you guys just to take it from my visa account as much you want.
It's really frustrating. that's why I have autopay that I don't need to worry about it...

@teppana - so this happened before, an Autopay failure?

You are absolutely right Autopay failures should NOT HAPPEN. In all my years I have never had any other provider of any services fail to take payments from my cards to automatically pay them on a regular basis. Never, unless there was a card issue or expiry.

So, if this is in fact the case, unfortunately, all you can do is submit a ticket to CSA and complain this has happened before and you are not happy about (but in a nice way, so you don't turn off a CSA agent, just in case).

I know some members use the hybrid system of loading up funds ahead of time to hopefully prevent any autopay issues; but again, I don't think this work around should even be needed to be done.

Autopay Should Not Fail; 'nuff said.

Re: Your system is down again

hairbag1 — Fri, 27 Jan 2023 18:19:43 GMT

@esjliv

.....Autopay Should Not Fail; 'nuff said.

@teppana

Agreed...it (Autopay) should be bullet-proof.

Additionally, if it turns out to be a PM err, the OP should respectfully request a 30 day credit to their account to make up for the multiple glitches to their service.