topic Re: Your services are on hold in Get Support

Re: Your services are on hold

beto83 — Mon, 26 Jun 2023 01:46:56 GMT

My account is on hold and do see a banner on the account overview page, I've clicked on the Pay Now and Resume Services followed the instructions to add funds and reactive my account, and do see a successful message indicating the payment has been processed and services will be resumed shortly, well it's been 3 days now, looking for urgent assistance with this.

Re: Your services are on hold

softech — Mon, 26 Jun 2023 01:49:19 GMT

@beto83

if you login My Account again, but using Incognito mode, do you see the account status Active showing the cycle date?

did you reboot the phone since payment?

If reboot didn't work, try to reseat the sim card. Power down phone first, take sim card out, wait a minute, then put it back and power on

Also, if you have another phone, best to test the PM sim card there. If will force a sim reprovision and it could resolve your issue

If nothing works, yes, please message support here:

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

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

Re: Your services are on hold

hTideGnow — Mon, 26 Jun 2023 01:58:25 GMT

HI @beto83

Service should resume after you paid. Your credit card shows PM charged you? Reboot your phone

and submit a ticket with CS agent if still not working:

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

Re: Your services are on hold

beto83 — Mon, 26 Jun 2023 02:02:45 GMT

I don't see the account status active but do see the cycle date with ended on Jun 21st, just tried this in incognito mode, same result.

I've restarted my phone but still no service, the reseat the sim didn't try, seems like a crazy combo move, i feel this
is an error at the service level as there are no network errors but the banner shows up, but very misleading if i'm told that payment has gone through and services would be restored shortly.

Re: Your services are on hold

beto83 — Mon, 26 Jun 2023 02:04:02 GMT

I've submitted a ticket, thanks for the suggestions all.

Re: Your services are on hold

softech — Mon, 26 Jun 2023 02:04:56 GMT

@beto83 if it still show cycle ended June 21st, but not showing ON Hold, it is weird

How about payment history page https://myaccount.publicmobile.ca/en/account/payment/payment-history

Your recent payment was there?

How about Available Fund, any amount there? Maybe the amount you put in didn't used for renewal?

https://myaccount.publicmobile.ca/en/account/overview

And you checked credit card and it shows your recent payment?

I would really message support and see what they see

Re: Your services are on hold

beto83 — Mon, 26 Jun 2023 02:25:40 GMT

Re: Your services are on hold

softech — Mon, 26 Jun 2023 02:30:17 GMT

@beto83

Again, login My Account using Incognito mode, just want you to check two more things

on the same Overview page with your screenshot , do you see Available fund at the bottom? how much was it?

On Payment history page, https://myaccount.publicmobile.ca/en/account/payment/payment-history , does it show your recent payment?

Re: Your services are on hold

beto83 — Tue, 27 Jun 2023 23:11:41 GMT

Yes, it shows $25 balance, when you click on history you see an error message, but was loading previously, also when clicking on Pay Now and Resume Services, I get taken to a page where it says to change my $10 subscription, What is this, what $10 subscription, that doesn't exist it should be $45...

Re: Your services are on hold

dust2dust — Tue, 27 Jun 2023 22:31:46 GMT

I would take that in a heart beat. Say goodbye to the $13 plan. Count me in. Too bad I don't see that when I go to change plans.