topic Re: my subscription plan in Get Support

my subscription plan

Fickhesd — Tue, 10 Mar 2026 19:38:05 GMT

Good evening my subscription did not Renew at 6:00 a.m. And I really need my phone is now 3:30 p.m. Is there a problem with the system today now I've used my credit card and there's $36 I paid over the 611 line and it's still just sitting there

Re: my subscription plan

hTideGnow — Tue, 10 Mar 2026 19:41:47 GMT

hi @Fickhesd

Like any automatic payment, it could fail sometimes. If you are sure the subscription didn't renew, you will have to manually pay. Login My Account and click Pay and Resume services now and make payment. Or if you don't see the button there, use this link to load funds to renew

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

Re: my subscription plan

slusagm — Tue, 10 Mar 2026 19:42:51 GMT

did you login My Account to check if account was really suspended? if it shows active, you will just need to reboot phone and it should work

but if it is suspended, you should see a button Pay and Resume services now. Click and make payment

Re: my subscription plan

Fickhesd — Tue, 10 Mar 2026 19:44:18 GMT

I have already done that on the 611 line and it never activated my subscription I've gone to the website and I still can't activate it from there even though it says minus $36 it says deduct it won't work all my ad blocks are turned off and I've never had this problem anyways before

Re: my subscription plan

slusagm — Tue, 10 Mar 2026 19:50:29 GMT

You will probably need PM to check and find out if they see the payment. Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.) When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen

But if you have trouble using Chatbot to open ticket, then message PM using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox, between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: my subscription plan

hTideGnow — Tue, 10 Mar 2026 19:51:05 GMT

hi @Fickhesd

can you login My Account? do you see any Available funds there?

and check Payment history page on My Account, it should have one or two lines about your payment and renewal, do you see any lines there? if so, what it says there?

and if you see the money you paid is just showing as Available funds there, you can go to click Lost/Stolen to suspend the account first. Then wait 5 mins, go back to My Account to Unsuspend the Lost/Stolen and it will trigger the renewal using Available funds