topic Reactive my account in Get Support

Reactive my account

Kambiz2 — Sun, 23 Apr 2023 01:12:22 GMT

Hi, I set up auto pay in my account to pay my phone bill, but always I am getting massages my payment failed. So I get tired and mad why my phone plan can’t renew every months, when I have auto pay with correct information.

so I am unhappy with suspending my phone line by public mobile.

thanks

Re: Reactive my account

softech — Sun, 23 Apr 2023 01:22:56 GMT

@Kambiz2 unfortunate Autopay fails occasionally. If it fails a lot, you might want to open ticket with PM support and have them to confirm why failed. so many times

Also, an manual way to avoid payment failure causing suspension is to try to make a manual payment a day or two ahead of the renewal date. But to do so, you have to make sure you remember PM is running on 30 days cycle and not monthly. So, renewal date will move up one day after every 31 days month

Re: Reactive my account

BKNS27 — Sun, 23 Apr 2023 01:35:09 GMT

@Kambiz2

Did the CS_Agent explain the reason why AutoPay failed in the past?

There are glitches to some members.

Re: Reactive my account

HALIMACS — Sun, 23 Apr 2023 01:41:27 GMT

This may sound silly, @Kambiz2 , however is the "enable auto-pay" toggled ON in your self-serve landing page under the Payment tab, then Manage Payment Method?

Perhaps double-check it wasn't toggled off by accident.

Just to be sure.

Re: Reactive my account

Kambiz2 — Sun, 23 Apr 2023 02:07:33 GMT

Thank for your response,

I login my account and checked all my info is correct and try to pay manuly, it did not worked also I changed my card to another one's, but still I can not pay the bill to active my line.

Re: Reactive my account

softech — Sun, 23 Apr 2023 02:23:08 GMT

@Kambiz2 as you trie more than 2 times and failed, there could be a fraud lock at the moment, you might have to wait an hour to try again

if still unable to pay after an hour, please open ticket with PM support for assistance:

1. Please open ticket via Chatbot (requires access to My Account): click this Chatbot Ticket Link

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question. Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: 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