topic Re: Help renew in Get Support

Help renew

NathanWhip — Tue, 25 Jul 2023 14:45:39 GMT

I put enough funds in my account to renew and it still hasn’t renewed.. need to be able to call like now..

help please!!

Re: Help renew

softech — Tue, 25 Jul 2023 14:51:27 GMT

@NathanWhip

did you load the fund using My Account or via *611? you used voucher or use the credit card on file?

first try to reboot the phone once more and see if it works

if not, please login My Account again. But in case there is issue with the cache, please use Incognito mode and check the Account cycle and Available Fund. Check if the fund just sitting there and not being used for renewal

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

Also check the Payment history page to confirm if PM actually took the money and how it used the money

Re: Help renew

NathanWhip — Tue, 25 Jul 2023 15:09:53 GMT

I have 73$ available, and I added what it told me I needed to add I went and go a pre paid visa to do so. But what happened is it took into account all the balance deductions for being a loyal member. But that only comes into effect on auto renew so where I was trying to make my payment now a day late it was actually 80$ what I had to pay not 73.

that is horrible I would of gotten a 80$ pre paid visa not a 73$ one. As a result I had to lower my bill then what I normally get I think it’s really poor advertising.

I did what it said to do and it wouldn’t pay / take into account my deductions.

not very pleased with this service

Re: Help renew

softech — Tue, 25 Jul 2023 15:16:03 GMT

@NathanWhip

you don't see any money there sitting as Available Fund?

check the Payment history page.

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

if you are on legacy rewards program, you should see some transactions showing PM depost money into your My Account the day before renewal (I assumed renewal passed and it is not an upcoming renewal. But if it is upcoming, then PM will deposit the rewards $ to your account on the last day of the current cycle)

If you are unsure, send us a screenshot of the pament history and tell us how much Available Fund showing. You might want to login My Account using Incognito mode as well to avoid see old cached info

Re: Help renew

NathanWhip — Tue, 25 Jul 2023 15:19:23 GMT

It said my due balance today was 73$ so that’s what I loaded but because I’m not using the auto renew I don’t get any of my loyalty points. I got a pre paid visa with the exact amount that it said I had due (73$) and I was unable to pay because I needed 80. So I have lowered my plan for this month and I’m not happy with the service. Shouldn’t matter if I’m auto renewing or not it said I had rewards / deductions so they should still apply!!!! I’m done replying.

3/10 stars

Re: Help renew

dust2dust — Tue, 25 Jul 2023 15:40:38 GMT

I'll just toss this in even though you're done replying. When your plan suspends then you need to pay the full amount of the plan to renew. Two system versions ago we could enter custom amounts starting a $1 if we had less balance than the plan cost. Since then it forces us to enter the full amount. The day before renewal though, the rewards will have paid into your balance. How much do you normally get for rewards? $7? The amount due will also take into account that your balance was $7 and tell you it needs $73 to renew. But the custom payment needs the full plan cost still.

Re: Help renew

esjliv — Tue, 25 Jul 2023 17:06:33 GMT

@NathanWhip - is it weird that I enjoyed the fact that you rated this post/service a star rating? 😆 Fair enough.

You know that we are all customers here on the community Get Help section replying to other members who have issues or questions, right? If not, than don't worry, you are not the only one.

Any Who, was your renewal day today? I think the day of renewal may sometimes be finicky, as there are messages on our My Accounts about being on hold, and the system does not take payments well during the renewal process (at least it didn't used to).

If your renewal is not today and it went past your regular renewal date, then I can see why you need to pay the full about to get activated again. But in this case I would ask customer support (CS_Agent) to have the rewards applied for you after the fact.

More importantly though...are your services working yet?