topic Re: Subscription not renewing in Get Support

Subscription not renewing

Ecameron — Thu, 21 Sep 2023 23:05:06 GMT

My subscription isn't automatically renewing, and my debit card has been updated so I need to update my payment method with the new expiry date and cvv.

I'm trying to do this through the website but it is persistently not loading. See photo attached.

Re: Subscription not renewing

JRod — Thu, 21 Sep 2023 23:09:37 GMT

@Ecameron

Try clearing the cache/browser data and then trying again. Also I would suggest trying the Public Mobile app. You can fully manage your account from it.
Once in your account go to the payments section, then manage subscription . Here you can update your credit card. Once your payment is updated there should be a button to resume service and make immediate payment if your service is currently on hold.

Re: Subscription not renewing

Handy1 — Thu, 21 Sep 2023 23:08:34 GMT

@Ecameron Wait one full hour and try again in the app if no luck please submit ticket with support to help

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Subscription not renewing

Peter27 — Fri, 22 Sep 2023 00:19:21 GMT

I am having the same problem and have tried everything but it keeps saying cant process payment at this time.Very strange since i have had automatic payment for years and now i have no service.

Re: Subscription not renewing

JRod — Fri, 22 Sep 2023 00:32:49 GMT

@Peter27

I would wait an hour, clear the cache on the browser or app and then try again. If nothing is working support can help you. Make sure the payment method isn’t expired since it was working previously and now is causing issues.

Please click this link to contact customer service:

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

They will answer you on the mailbox of the community so please keep an eye on this (envelope icon on Desktop, click your avatar on the right and then on messages if on mobile).

Re: Subscription not renewing

Handy1 — Fri, 22 Sep 2023 00:24:39 GMT

@Peter27 Check your credit card has it possibly expired

Re: Subscription not renewing

Peter27 — Fri, 22 Sep 2023 00:37:31 GMT

OK now it wont let me do anything. Whats going on. I need my phone back.

Re: Subscription not renewing

Peter27 — Fri, 22 Sep 2023 00:51:27 GMT

In payment section were is manage subscriptions cant locate it

Re: Subscription not renewing

Handy1 — Fri, 22 Sep 2023 00:53:27 GMT

@Peter27

Update credit card info

In your my account go payment tab >manage subscription >manage payment method or use this link

https://myaccount.publicmobile.ca/en/account/my-payment/manage-subscription

Re: Subscription not renewing

hTideGnow — Fri, 22 Sep 2023 00:53:56 GMT

HI @Peter27

Yes, update credit card was in Payment, Manage Subscription and Update card information

But if you got the error, wait an hour and try again. If still cannot update, submit a ticket with CS agent

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

And if you want your service back first, get a voucher from Shoppers Drug Mart and load the voucher via *611

Re: Subscription not renewing

Peter27 — Fri, 22 Sep 2023 00:54:05 GMT

When i try to pay now it boots me over to change subscriptions ???

Re: Subscription not renewing

Peter27 — Fri, 22 Sep 2023 01:03:18 GMT

OK went there and it says

You are currently subscribed and service will renew on sept 21

Card up to date to 26

Re: Subscription not renewing

hTideGnow — Fri, 22 Sep 2023 01:04:54 GMT

HI @Peter27

so, look like your plan will be renewed after midnight in couple hours

can you go back to Payment history and confirm when was the last payment date? Aug 22?or 23?

Re: Subscription not renewing

Peter27 — Fri, 22 Sep 2023 01:07:09 GMT

August 22

Re: Subscription not renewing

hTideGnow — Fri, 22 Sep 2023 01:08:57 GMT

HI @Peter27

if August 22, then it should have renewed earlier today. You have no service now?

Re: Subscription not renewing

Peter27 — Fri, 22 Sep 2023 01:14:04 GMT

No service and payment usually shows up on credit card but nothing there.

Very strange never happened before

Re: Subscription not renewing

Peter27 — Fri, 22 Sep 2023 14:14:30 GMT

Day later and still no service. Payment not working and billing not showing up on bank statement. What is going on. Sons wedding tomorrow need phone.

Re: Subscription not renewing

Peter27 — Fri, 22 Sep 2023 14:15:53 GMT

Agent not replying to my inquiry ?????

Re: Subscription not renewing

Handy1 — Fri, 22 Sep 2023 14:20:19 GMT

@Peter27 You can also buy payment voucher and load them *611 to resume services right away and worry about log in and credit card updating later . If still no luck you can also get support to help you

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Subscription not renewing

Handy1 — Fri, 22 Sep 2023 14:17:54 GMT

@Peter27 If you have already submitted a ticket to support please keep an eye on your community in box for their reply or use this link to it

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