topic Re: Subscription in Get Support

Subscription

92H — Fri, 07 Mar 2025 13:15:36 GMT

Hi, my subscription updates today, I was trying to use my rewards to add US roaming on and it says your account has been suspended make a payment to reactivate, but I did make a payment as I’m set up for auto pay

Re: Subscription

softech — Fri, 07 Mar 2025 13:22:55 GMT

@92H

login My Account using browser with Incognito mode to confirm if account is active. Check Payment History page ( https://myaccount.publicmobile.ca/en/account/payment/payment-history ) to see if it records the renewal

then when still in Incognito mode, try to redeems points for the US addon again on the Rewards portal

Re: Subscription

Sansan — Fri, 07 Mar 2025 13:25:38 GMT

Latley the autopay feature for alot of people have being failing for many people. Did you verify that the autopay actually went through? Check your bank.

If it didn't, you'd need to many make a payment first to resume service in order to continue with the add-on. Is your phone working? Can you make outgoing calls?

You can also call *611 to make a manual payment with the cc on file.

Re: Subscription

92H — Fri, 07 Mar 2025 13:53:10 GMT

My bank shows the money was taken out, my phone works fine its just can’t use the rewards for some reason

Re: Subscription

softech — Fri, 07 Mar 2025 14:17:50 GMT

@92H

check with PM CS agent and they can investigate further

please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there