topic Re: Service not working in Get Support

Service not working

Toslow89 — Thu, 20 Jul 2023 13:02:58 GMT

My account keeps saying it's on hold, I have the available funds, and the auto pay set up, however it's not renewing my plan.

I've tried adding extra funds to my account, it says the funds are available, and that my plan is to renew today(July 20th). However my service is still not working.

Re: Service not working

softech — Thu, 20 Jul 2023 13:04:16 GMT

@Toslow89

first, it is important to check if you have service now, can you make calls or if data works?

Renewal could take long, as late as 12 noon EST. Service would not be interrupted while it is still renewing. So, check if you have service first. If so, ignore the account status and check later in the day

Re: Service not working

Dublicate_acct — Thu, 20 Jul 2023 13:04:33 GMT

Sometimes there’s a slight delay. Suggest that you reboot your phone and try again.

Re: Service not working

Toslow89 — Thu, 20 Jul 2023 13:24:13 GMT

Thank you for such a quick reply.

currently I have no data, calling or text msg.

Re: Service not working

Toslow89 — Thu, 20 Jul 2023 13:26:13 GMT

I have tried rebooting it twice, I checked online and they still haven't processed the funds in my account as well. Hopefully it's just a weird delay.

Thank you.

Re: Service not working

softech — Thu, 20 Jul 2023 13:33:19 GMT

@Toslow89

Before you proceed further, please login My Account once more using Incognito mode and check two things

1. is there any fund sitting as Available Fund? If so, does it have enough to cover the renewal

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

2. Check Payment history page to confirm if PM took the money today

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

Re: Service not working

Ariyel_Rayne — Sun, 01 Oct 2023 05:15:10 GMT

I'm experiencing this right now too. My available funds are more than enough to cover my subscription meanwhile it didn't apply it to my renewal, I haven't been able to make the payment via my card in file for months in app or on web. Every time I apply the balance available it says iylts applied and my subscription will renew and service available soon then when I go back into my account overview the balance is still available and service on hold