topic Re: Account Placed on Hold? in Get Support

Account Placed on Hold?

Madal9966 — Fri, 03 Jan 2025 17:25:51 GMT

One Wednesday Jan 1st I received a text stating my plan did not renew because the payment was not received. I immediately logged in and realized I did not update my credit cards expiry date when I received my new one. I proceeded to update it and the payment processed at 12:10 01/01/25. Now today (01/03/25) I receive another text saying my account is on hold "due to an unresolved issue with my payment". How can I find out if this is just an erroneous automated text or if my account was actually placed on hold? And if there is an issue, how do I find out what the issue is? I just checked my payment info again and it looks correct. Thanks in advance.

Re: Account Placed on Hold?

iPhoneusr — Fri, 03 Jan 2025 17:31:27 GMT

Same issue here. Just got text stating account placed on hold, yet it was clearly paid by my credit card on Jan. 1 and is working correctly. Is this an error, or some form of spoofing to get login info and payment info?

Re: Account Placed on Hold?

Chalupa_Batman — Fri, 03 Jan 2025 17:44:00 GMT

Hello @Madal9966 and @iPhoneusr

You can reach a CS Agent via this link

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

Also try restarting your phones. Sounds dumb but sometimes that actually resolves things.

Re: Account Placed on Hold?

BKNS27 — Fri, 03 Jan 2025 17:59:25 GMT

@Madal9966

You will need to make a manual payment by dial 611 or 1-855-4PUBLIC to continue service and will take your account out of suspended.

When you update your CC. It will continue to pay for FUTURE payment under Subscribe (AutoPay).

Re: Account Placed on Hold?

AK32 — Fri, 03 Jan 2025 18:03:21 GMT

I imagine this was an automated text that was sent once they tried to take payment but the card was expired.

nothing to worry about, because even if it didnt go through, your account can be on "hold" for 90 days before you lose your plan. Once you update the card/make a payment, all is back to normal. To confirm it went through, just test your services (calls, data, text), and if everything works, you're all set!

Re: Account Placed on Hold?

computergeek541 — Fri, 03 Jan 2025 23:29:46 GMT

@BKNS27 wrote:
@Madal9966
You will need to make a manual payment by dial 611 or 1-855-4PUBLIC to continue service and will take your account out of suspended.
When you update your CC. It will continue to pay for FUTURE payment under Subscribe (AutoPay).

The customer has stated that payment has already been made.