topic Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription.... in Get Support

Account is suspended, but I have enough funds in my account to fully pay for my subscription....

Jess31 — Mon, 10 Jun 2024 16:10:12 GMT

My subscription is set to renew today, I have $45 in my account (I redeemed a few "$15 off your bill") and I am on the $15 plan so I have more than enough to cover it. Why is it saying that my account is suspended? Phone and text still work, I just checked. Is this some kind of glitch? What should I do?

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

Meow — Mon, 10 Jun 2024 16:13:23 GMT

Check your on-line account. If it says Active - noting to worry about. Use computer to check.
Check balance of available funds.

Confirm your account is on autopay - Subscribed!

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

Jess31 — Mon, 10 Jun 2024 16:15:21 GMT

I checked on the computer as well.

Top of the screen says " Your services are on hold. Subscription Expiration Date: Jun 10, 2024"

But bottom of the screen says I have $45 in my account.

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

hTideGnow — Mon, 10 Jun 2024 16:15:31 GMT

HI @Jess31

and you have no Public Mobile services? Roboot the phone and test

and on the app, you can click Subscribe Now and follow the step to make a payment first

after you make the payment, reboot the phone and test. And also, go back to Manage Subscription on the Subscription page on the app, make sure Subscription Renewal is enabled

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

Jess31 — Mon, 10 Jun 2024 16:20:10 GMT

Right now service is working fine. But I am worried about the large red bar saying "Your subscription has ended.".

there is $45 in my account, why is it not automatically being taken out. Have been a customer for about 2 years now and never had this issue before.

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

Yummy — Mon, 10 Jun 2024 16:21:37 GMT

Usually PM renews account during early hours.

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

slusagm — Mon, 10 Jun 2024 16:23:43 GMT

maybe you disabled Autopay by mistake? what happened if you click Subscribe Now? it should resume the subscription and should resume your services

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

slusagm — Mon, 10 Jun 2024 16:25:10 GMT

@Jess31 wrote:
Right now service is working fine. But I am worried about the large red bar saying "Your subscription has ended.".
there is $45 in my account, why is it not automatically being taken out. Have been a customer for about 2 years now and never had this issue before.

oh, maybe the app cache. What happened if you logout and go back to the app again?

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

Jess31 — Mon, 10 Jun 2024 16:30:50 GMT

Not sure where to even go for autopay. How do I see if it is off. I set up auto pay when I joined 2 years ago.

If I go to restart subscription it prompts me to change my subscription (to the one I already have...ok) and asks if I want to use the funds in my account. So I guess I can hit "yes" for that.

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

hTideGnow — Mon, 10 Jun 2024 16:32:49 GMT

hi @Jess31

if you are using app, after you login, you are already on the Subscription page, click Manage Subscription, do you see it showing Subscription Renewal (Active) there?

maybe you can share a screenshot

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

Jess31 — Mon, 10 Jun 2024 16:34:07 GMT

I tried a different computer, same thing.

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

BKNS27 — Mon, 10 Jun 2024 16:34:16 GMT

@Jess31

If service is working and you have enough funds. All members account is suspended on the day of or day before renewal so you can just ignore the notice.

It happens on my account all the time.

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

Jess31 — Mon, 10 Jun 2024 16:36:29 GMT

No, everywhere it says "Subscription ended," but also says $45 in your account...

See photo below. I am confused why it did not auto renew...

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

slusagm — Mon, 10 Jun 2024 16:37:02 GMT

@BKNS27 wrote:
@Jess31
If service is working and you have enough funds. All members account is suspended on the day of or day before renewal so you can just ignore the notice.
It happens on my account all the time.

nah @BKNS27 this is no longer the case. With that account suspeneded on the day or the day before renewal, It was just couple versions back. It is no longer that case

maybe @Jess31 should chedk the transaction page, it shows you renewed?

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

Jess31 — Mon, 10 Jun 2024 16:39:08 GMT

Ok, I guess I will wait until tomorrow and check back. I never noticed this before so I am worried I will loose service.

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

hTideGnow — Mon, 10 Jun 2024 16:39:16 GMT

HI @Jess31

just click Pay Now and Resume Services

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

LitlLdy — Mon, 10 Jun 2024 16:51:07 GMT

@BKNS27 wrote:
@Jess31
If service is working and you have enough funds. All members account is suspended on the day of or day before renewal so you can just ignore the notice.
It happens on my account all the time.

@Jess31 , I have been with Public Mobile since 2019 & my account always does this so @BKNS27 is correct.

I used to panic but I no longer do. I have available funds & it renews when it is supposed to (which will be sometime tomorrow). As long as my service is working I wouldn’t worry.

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

BKNS27 — Mon, 10 Jun 2024 18:19:41 GMT

@slusagm

Good to know. I will check in a couple of weeks when my renewal date is coming up.

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

Patrick_PM — Mon, 10 Jun 2024 20:32:37 GMT

I received this same message earlier today which was the start of a new billing cycle. I checked later in the day and now the message is gone. I have never encountered this message before until today.

I had negotiated a $4 discount for the next 6 months (from the discontinuation of the legacy reward program) but it was not however applied to my last payment so ended up paying full price.

I noticed the payment went through in the morning instead overnight (so it took place later than usual).

I opened a ticket with Public Mobile for both issues and waiting for a response (but first issue has already been resolved).

Re: Account is suspended, but I have enough funds in my account to fully pay for my subscription....

hTideGnow — Mon, 10 Jun 2024 20:24:42 GMT

HI @Patrick_PM

how you got that $4 discount for the next 6 months? is that because of the rewards system change? and you got it after you made a formal complain and that was how PM settles the it?