topic Re: Auto Renew Not Working AGAIN in Get Support

Auto Renew Not Working AGAIN

RebeccaMatthews — Fri, 08 Nov 2024 15:46:36 GMT

This is the 2nd month in a row that the auto renew hasn't worked. Has anyone else had this issue? And when I go to make a payment it's showing that I'm subscribed but I can't use my phone at all. Then I have to find a link to go manually make the payment. I don't get an email saying there are payment issues, or that my payment is even due. I'm getting a bit frustrated and am wondering if anyone else is having these issues.

Re: Auto Renew Not Working AGAIN

hairbag1 — Fri, 08 Nov 2024 15:50:34 GMT

@RebeccaMatthews

best bet to ensure proper functioning is to click the orange bubble on lower right side of page to start process of Customer Support. They will want your acct number, ph number, name on acct, PM pin number.

They no longer notify us before renewal date.

Re: Auto Renew Not Working AGAIN

RebeccaMatthews — Fri, 08 Nov 2024 15:50:00 GMT

I did that already but I couldn't get through to an actual human. I kept being redirected to "community support"

Re: Auto Renew Not Working AGAIN

hairbag1 — Fri, 08 Nov 2024 15:53:16 GMT

@RebeccaMatthews wrote:
I did that already but I couldn't get through to an actual human. I kept being redirected to "community support"

Use this link then...

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

adding....watch the little envelop icon on top right side of page will be highlighted when they respond to you.

Re: Auto Renew Not Working AGAIN

Handy1 — Fri, 08 Nov 2024 15:52:27 GMT

@RebeccaMatthews

please use this link to load funds and trigger the renewal

https://myaccount.publicmobile.ca/en/account/payment/funds/card

Re: Auto Renew Not Working AGAIN

RebeccaMatthews — Fri, 08 Nov 2024 15:53:08 GMT

thank you 🙂

Re: Auto Renew Not Working AGAIN

RebeccaMatthews — Fri, 08 Nov 2024 15:58:20 GMT

I went on and made a payment about 30 minutes ago and the prompt said my card information would be saved and auto renew would happen next time. But that's what it said last month as well. There's always money on the card but it doesn't auto renew. I just want to know why it's not auto renewing.

Re: Auto Renew Not Working AGAIN

hTideGnow — Fri, 08 Nov 2024 16:00:23 GMT

hi @RebeccaMatthews PM Autopay system sometimes fail for no reason

So, go to My Account, Payment, Manage Subscription, and as long as you see Subscribed is toggled on,then Autopay is enabled. If it falls again, it's the system and not you

Re: Auto Renew Not Working AGAIN

hairbag1 — Fri, 08 Nov 2024 16:02:44 GMT

@RebeccaMatthews wrote:
I went on and made a payment about 30 minutes ago and the prompt said my card information would be saved and auto renew would happen next time. But that's what it said last month as well. There's always money on the card but it doesn't auto renew. I just want to know why it's not auto renewing.

In this day and age, you'd think Autopay would be one of the most important parts to work without problems...but alas ...! I'm sure that Customer Support can fix whatever the glitch might be that's causing failure in your case.

Re: Auto Renew Not Working AGAIN

RebeccaMatthews — Fri, 08 Nov 2024 16:06:03 GMT

My auto pay is on, and was on last month too. It's just frustrating that this is the 2nd month this has happened. And it happened to my husband and son. All of us have auto renew. It's frustrating that I can't depend on auto renew to work. I didn't even know it didn't work until I missed an extremely important phone call and was contacted by email saying that their call didn't go through. I get zero notifications of any sort stating my payment is due or that my services have been shut off. It's as though theres no communication whatsoever and I'm frustrated that it's not working....

Re: Auto Renew Not Working AGAIN

hTideGnow — Fri, 08 Nov 2024 16:08:44 GMT

hi @RebeccaMatthews all 3 accounts fail to renew?

And do they all renew on the same day and same plan amount? if it is, then it could be credit card declined them as CC might though they are duplicated charges

Re: Auto Renew Not Working AGAIN

hairbag1 — Fri, 08 Nov 2024 16:10:16 GMT

@RebeccaMatthews wrote:
My auto pay is on, and was on last month too. It's just frustrating that this is the 2nd month this has happened. And it happened to my husband and son. All of us have auto renew. It's frustrating that I can't depend on auto renew to work. I didn't even know it didn't work until I missed an extremely important phone call and was contacted by email saying that their call didn't go through. I get zero notifications of any sort stating my payment is due or that my services have been shut off. It's as though theres no communication whatsoever and I'm frustrated that it's not working....

PM used to remind us of upcoming renewal date, but they no longer do so. If this issue is chronic and similar happens to family...double check that you all have current and correct payment card entered on your accounts. Seems strange that it occurs to all 3.

Re: Auto Renew Not Working AGAIN

RebeccaMatthews — Fri, 08 Nov 2024 16:15:03 GMT

Its the same day for all 3 yes. Only 2 have the exact same plan though. 1 is different. But its not an actual credit card, it's a visa/debit so it comes out of my bank account.

Re: Auto Renew Not Working AGAIN

RebeccaMatthews — Fri, 08 Nov 2024 16:17:14 GMT

All the card info that I used when I first signed up is what's in there now and it's all up to date.
I think they really need to start sending out renewal reminders again. And if there is an issue with the auto renew they should let everyone know. I know it might not be a big deal to some people, but this meeting was extremely important and not having my phone available isn't ok. There needs to be some sort of better communication.

Re: Auto Renew Not Working AGAIN

hTideGnow — Fri, 08 Nov 2024 16:18:40 GMT

hi @RebeccaMatthews if you want to be sure renewal without surprise, load enough funds ahead of renewal manually

use this link

https://myaccount.publicmobile.ca/en/account/payment/funds/card

Re: Auto Renew Not Working AGAIN

hairbag1 — Fri, 08 Nov 2024 16:38:08 GMT

@RebeccaMatthews

maybe there's a problem with your visa/debit card...do you or the others have a credit card that can be used instead ? I have a visa/debit but use my MC for PM renewals. Might be worth a try if you have a diff card.

added...but visa/debit cards are accepted methods of paying for your PM renewals.