topic Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?) in Get Support

Your services are on hold because we did not receive payment? ( auto or manual pay now?)

JONMILLS — Thu, 10 Oct 2024 20:05:21 GMT

I've always had my credit card on file with public mobile and they have AUTOMATICALLY charged me every month without fail. No interruption in service.

Today for the first time i got a text that said

611 - Public Mobile Here. Your plan did not renew because we did not receive your payment. To resume your service, make a payment at.

So i logged into my account and sure enough under overview it says

Your services are on hold: Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number.

I checked and my credit is there. Date of expiry is 2026. So they shouldn't have had issue.

What is this?

Do we have to manually go in and pay? Why didn't it charge my card?

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

computergeek541 — Thu, 10 Oct 2024 20:11:04 GMT

@JONMILLS wrote:
I've always had my credit card on file with public mobile and they have AUTOMATICALLY charged me every month without fail. No interruption in service.
Today for the first time i got a text that said
611 - Public Mobile Here. Your plan did not renew because we did not receive your payment. To resume your service, make a payment at.
So i logged into my account and sure enough under overview it says
Your services are on hold: Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number.
I checked and my credit is there. Date of expiry is 2026. So they shouldn't have had issue.
What is this?
Do we have to manually go in and pay? Why didn't it charge my card?

There have been times when Public Mobile has mistakenly informed customers of payment failures that didn't happen. First, check to see if your service is working. If the service is still working, ignore all of the error messages. When it comes to your card not being charged, that could be the issuer decling the transaction or it could be the result of of a glitch in the Public Mobile systems. If your service has stopped working due to non-payment, you will need to manually pay.

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

JONMILLS — Thu, 10 Oct 2024 20:12:06 GMT

No its not working

and as i said i logged in and it says the service is on hold

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

Sansan — Thu, 10 Oct 2024 20:13:16 GMT

@JONMILLS sometimes these messages are sent in error.

Is your phone working? Can you make and receive calls? Texts. If so, I would ignore it.

If you don't have service then you would need to make a manual payment for sevive to restore as it will not do it again for October.

Verify at your bank also that your account is up to date.

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

computergeek541 — Thu, 10 Oct 2024 20:15:06 GMT

@JONMILLS wrote:
No its not working
and as i said i logged in and it says the service is on hold

For the manual payment that is now needed, try once. I wouldn't suggest trying multiple times because after multiple attempts, Public Mobile will block your credit card from being used to pay. If manual payment using your credit card fails, Public Mobile vouchers can be purchased from places such as some pharmacies, grocery stores, and gas stations. They can also be purchased from recharge.com and muskbird.com.

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

JONMILLS — Thu, 10 Oct 2024 20:16:33 GMT

no calls arent working or internet

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

Sansan — Thu, 10 Oct 2024 20:20:03 GMT

Use this link to pay now

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

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

JONMILLS — Thu, 10 Oct 2024 20:20:59 GMT

I haven't attempted to manually do it

IM trying to figure out if im going to have to do this every month. My card is on file i shouldnt have to do this manually. I haven't had to up until today

Im checking with my credit card company to make sure there is no issue with the card. If all is good then i will do teh manual online but i bloody hope i dont have to do this every month or i will be leaving. Service has been crap over the past few years. It seems as if its getting worse.

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

Sansan — Thu, 10 Oct 2024 20:25:25 GMT

You are correct. That's why we have it on file right? Set it and forget it. I myself have had the same credit card on file 5 plus years and so far knocking on wood never had any issues yet....things do happen....technology...

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

JONMILLS — Thu, 10 Oct 2024 20:32:52 GMT

Right. I am talking with customer support now to find out what is going on. Never had an issue in 6 years.

I also contacted my credit card company all is well with my card. They did not charge card.

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

hTideGnow — Thu, 10 Oct 2024 20:55:39 GMT

hi @JONMILLS autopay will fail once in awhile. Usually wont happen again on the following month. Best to make a manual payment first as support agent will advise the same. And unfortunately, usually they can't confirm what went wrong. To what we understand, the payment system is glitchy

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

Peterooter — Thu, 02 Jan 2025 18:34:01 GMT

I received the 611 message regarding non-payment. I paid the amount it said was owing and then I see my credit card was billed twice. How do I get Public Mobile to credit me the 2nd payment back?

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

Watl10 — Thu, 02 Jan 2025 21:10:23 GMT

I’m experiencing the same problem even though the payment on my charge card has gone through.

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

JONMILLS — Thu, 02 Jan 2025 22:06:39 GMT

Back in October when i had this happen.

I contacted cs agent

https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/22437

I had to provide screenshot to show i had been billed twice. I believe i took a shot of inside my account under transaction details, and i gave a screenshot showing my credit card statement.

That did it and they credited my account so i wasn't billed the following month.

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

JONMILLS — Thu, 02 Jan 2025 22:07:30 GMT

This is what i did.

Here it is...

Back in October when i had this happen.

I contacted cs agent

https://productioncommunity.publicmobile.ca/t5/user/viewprofilepage/user-id/22437

I had to provide screenshot to show i had been billed twice. I believe i took a shot of inside my account under transaction details, and i gave a screenshot showing my credit card statement.

That did it and they credited my account so i wasn't billed the following month.

Re: Your services are on hold because we did not receive payment? ( auto or manual pay now?)

hTideGnow — Thu, 02 Jan 2025 22:12:43 GMT

hi @Watl10

PM payment system is glitchy

but it could be just a pending charge on the credit card side. Check back after couple days and the pending charge should have dropped off by then