topic Re: Auto payment not going through in Get Support

Auto payment not going through

CheddarMom — Tue, 01 Oct 2024 18:53:29 GMT

My mom’s phone plan didn’t auto-renew today, it’s saying her credit card has expired (which it has not). She went to the bank and they say her card is just fine. I tried manually paying on her account but it says “we’re not able to process your account at this time”. What are my options? Am I able to transfer her to another provider or will Public consider her account inactive?

Re: Auto payment not going through

Handy1 — Tue, 01 Oct 2024 18:56:05 GMT

@CheddarMom Sometimes auto pay fails , you would need to it to be active to transfer to another company . , all at the same time many been getting sms saying their cards are expired when there are infact not . But you should see option “pay now and resume services “ or you can buy payment voucher from shoppers drug mart and load it *611

Re: Auto payment not going through

Neil11 — Tue, 01 Oct 2024 18:58:57 GMT

You will need to contact customer service agent to fix your issue. Either via the following link:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If you are having a difficult time, then you can private message CSA:

Send a private message to CSA through the following link :

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

Re: Auto payment not going through

hTideGnow — Tue, 01 Oct 2024 19:00:42 GMT

hi @CheddarMom there as been quite many problems with auto renewal today

login. back to My Account using Incognito/private/secret mode on your browser, click Pay and Resume service button and make aanul payment to resume

Re: Auto payment not going through

CheddarMom — Tue, 01 Oct 2024 19:22:04 GMT

I already tried the “pay now and resume services” link and it did not work. I had to use my own credit card to get it to go through. I will need to switch her to a new provider as she’s 83 and needs a live customer agent or a kiosk when these things happen. She would have no idea how to put in a support ticket.