topic Re: Subscribe today but not able to us. in Get Support

Subscribe today but not able to us.

icetahir — Thu, 31 Aug 2023 23:34:11 GMT

I just registered my new sim today (August 31st) and paid for $15 plan and then couldn't complete suscription due to system error, now I'm able to login but not able to use phone service.

There is warning notification on my account, "Your services are on hold Subscription Expiration Date: Aug 31, 2023"
I checked my mastercard account and $16.95 already has been charged there. And I subscribed today not on August 1st. On my account my subscription cyce is August 1 to 31st which is totally wrong because I registered just today (August 31st) I'm really frustrated with all this.

How can that fixed?

Re: Subscribe today but not able to us.

Handy1 — Thu, 31 Aug 2023 23:36:35 GMT

@icetahir Did you download the app and finish the activation . If services are working and you have this message you can safely ignore it

Re: Subscribe today but not able to us.

Chalupa_Batman — Thu, 31 Aug 2023 23:55:07 GMT

Hi @icetahir

Like @Handy1 said, you can always download the app and finish it off. Or you can go back to your browser, go to settings, clear your cache, close browser and restart and retry it. If that doesn't work, app should work.

Don't give up just yet. There are a lot of us here who can help figure this out.

Re: Subscribe today but not able to us.

Community_QA_ — Fri, 01 Sep 2023 01:55:49 GMT

day 1 and expired already? maybe the payment didn't go through?

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

Re: Subscribe today but not able to us.

maple_leaf — Fri, 01 Sep 2023 03:22:08 GMT

Hello @icetahir , The billing for Public Mobile plans is based on 30 days or 90 days, so when a month has 31 days (like August), the billing cycle is adjusted by backdating your activation date by one day. I'm not sure why you would be seeing a cycle of Aug. 1 -31 if you activated today, and if you are on a 30 day plan. If your service is not working, and you've been charged, you will need to contact a Customer Support Agent for more assistance. I've included a few links below:

How to reach a CS_Agent:
https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent
Private Message CS_Agent:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Monday to Sunday 9 AM to 10 PM EST

How to Subscribe:
https://www.publicmobile.ca/en/on/get-help/articles/subscribing

How Subscriptions Work:
https://www.publicmobile.ca/en/on/get-help/articles/how-subscription-works

Pre-Authorized Payments:
https://www.publicmobile.ca/en/on/get-help/articles/pre-authorized-payments

Hope this helps.

Re: Subscribe today but not able to us.

icetahir — Fri, 01 Sep 2023 13:31:22 GMT

yes I already contacted them right away and still waiting.

Re: Subscribe today but not able to us.

icetahir — Fri, 01 Sep 2023 13:36:07 GMT

No, because when subscribing after payment step I got message that you paid but can't proceed further due to some technical error so contact for help, which I did and still waiting.

And also I checked mastercard account that money deducted.

Re: Subscribe today but not able to us.

icetahir — Fri, 01 Sep 2023 13:41:56 GMT

yes I did that and able to get phone number, but still not able to use service. and my account is on hold, say billing cycle August 1 to 31st. That's so strange be I registered sim only yesterday. My family has 5 public mobile phone before and they all like them, this happened for the first time. And it was my first phone and phone plan of my life.

Re: Subscribe today but not able to us.

icetahir — Fri, 01 Sep 2023 13:43:52 GMT

I did that, and no service is still not working. Still waiting for help.

Re: Subscribe today but not able to us.

Handy1 — Fri, 01 Sep 2023 13:45:31 GMT

@icetahir Have you tried rebooting the phone or reset network settings see if that helps . I see you have reached out to support . So keep an eye on your community in box for their reply or use this link to it

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Subscribe today but not able to us.

maple_leaf — Fri, 01 Sep 2023 20:05:50 GMT

Hello @icetahir , Have you heard back from a CS_Agent this afternoon? Curious to know what happened, or if there is anything else we can do to help? Have you logged into your online account today from the mobile app or a PC to see if the status of your subscription is still "on hold"?