topic Public Rewards shows my subscription on-hold, but My Account screen indicates active subscription in Get Support

Public Rewards shows my subscription on-hold, but My Account screen indicates active subscription

Johnula — Fri, 01 Nov 2024 12:48:34 GMT

My credit card on file expired, and my monthly services were put on-hold. Fair enough: However, I immediately made a manual payment when notified, within minutes of Public Mobile attempting to charge my expired card on October 28. The payment was made successfully, and my service was restored.

My subscription shows as Active on my Public Mobile account, and I have full service on my phone. However, when I go to My Rewards, it shows that my subscription is still on-hold and I cannot redeem reward points.

Any ideas on how to correct this? Thank you.

Re: Public Rewards shows my subscription on-hold, but My Account screen indicates active subscriptio

Sansan — Fri, 01 Nov 2024 12:53:30 GMT

Clear cache and log out and back, it should update it.

Re: Public Rewards shows my subscription on-hold, but My Account screen indicates active subscriptio

eddieO — Fri, 01 Nov 2024 12:55:08 GMT

@Johnula, this could be a timing issue where it may take several hours to refresh. If you are using the PM app, try accessing your account from a web browser (or vice versa). Failing that you could open a ticket with the chat bot to see if there is something on there end that can be done.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: Public Rewards shows my subscription on-hold, but My Account screen indicates active subscriptio

Johnula — Fri, 01 Nov 2024 13:46:48 GMT

Thank you, Sanson, but that didn't work. I appreciate the advice.

Re: Public Rewards shows my subscription on-hold, but My Account screen indicates active subscriptio

Johnula — Fri, 01 Nov 2024 13:47:35 GMT

Thank you, eddieO: It seems to work with the app, just not on the website. I will keep monitoring it, although it has been three days.

Thank you for taking the time to reply.