topic Re: Help - Plan deactivated? in Get Support

Help - Plan deactivated?

bala71 — Tue, 04 Jan 2022 21:07:02 GMT

Hi,

I just noticed today my account is deactivated. I have set up for Auto payment from credit card. Do we know why it is deactivated? Can you activate it?

Re: Help - Plan deactivated?

NDesai — Tue, 17 Apr 2018 01:21:16 GMT

@bala71 You posted in an old topic so i moved your post to a new topic for better visibility.

I believe there was an issue with the recent maintenance that caused some issue with the payment system. Sign in to Self-Serve or call 611 to manually add funds (plan price - rewards) to your account. After that, your plan will automatically renew.

Re: Help - Plan deactivated?

bala71 — Tue, 17 Apr 2018 01:22:13 GMT

Do I pay using auto pay option or manually pay the balance?

Re: Help - Plan deactivated?

LEGO — Tue, 17 Apr 2018 01:26:18 GMT

@bala71 Please, read this:

System maintenance - important note for customers on AutoPay whose plan renewed April 15th

Update: On April 15th between 2AM- 9:30AM EST, our system was unable to process credit card payments for renewing customers who had AutoPay enabled. This means that your plan services did not renew, and your credit card was not charged. We apologize for any inconvenience this may have caused. The issue has since been resolved; however we ask that you please sign in to Self-Serve to add funds to your account equal to your plan price minus any eligible Rewards. After doing so, your plan will automatically renew, and no other action is required.

Re: Help - Plan deactivated?

bb1976 — Tue, 17 Apr 2018 14:25:53 GMT

How does one manually add funds? I'm just not seeing where that is done! This is the second time this has happened to me personally and quite annoying.

Re: Help - Plan deactivated?

NDesai — Tue, 17 Apr 2018 19:41:59 GMT

@bb1976 wrote:
How does one manually add funds? I'm just not seeing where that is done! This is the second time this has happened to me personally and quite annoying.

Login to your self-serve and click on Payment>~~Manual Payment~~ One time payment. Or simply call 611 to add funds from existing payment method.

Re: Help - Plan deactivated?

bb1976 — Tue, 17 Apr 2018 15:07:52 GMT

I don't see Payment > Manual Payment. I see "make a payment" tab. When I try to use it to pay the full amount or an amount that I specify, I get two different messages. Selecting one dropdown item, I get a message that it failed with some kind of js parse error. The other dropdown Item, I get a message stating that there is already enough funds. How can I get this resolved?

Re: Help - Plan deactivated?

bb1976 — Tue, 17 Apr 2018 15:10:35 GMT

When using the "amount due" dropdown item is when I get the "You account already has enough balance" message. When I choose the amount manually, I get the error below (sorry, wasn't a parse error)

Error CreditCardTopup/PaymentGatewayError/4: Unable to Process Transaction
Sorry, your credit card was declined by your card provider, so this purchase could not be completed. Contact your card provider for more information. Please note this can result when multiple payments are made too close together.

Re: Help - Plan deactivated?

srlawren — Tue, 17 Apr 2018 16:01:01 GMT

@bb1976 I'd suggest you reach out to the moderator team right away for assistance. Here's the details:

How can you get help with your account, activation, or service?

Please contact the Community Moderator Team to get gelp with you account.
They are Public Mobile support employees who can help with your issue (More details).
Click here to send them a private message.

In your message please include:

PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue

Don't know your pin?--provide any 3 of the following:

Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount

How long until they reply?:

Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
Messages are replied to during office hours, in the order in which they are received
Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
There is no need to send multiple messages.

How can I view my private messages between myself and a Community Moderator?

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