topic Re: Can’t change subscription plan in Get Support

Can’t change subscription plan

Nicjappy — Tue, 14 Apr 2026 23:14:48 GMT

funds were deducted from account. But won’t update to the plan. Used the change now.
error captured in screenshot below thanks.

Re: Can’t change subscription plan

slusagm — Tue, 14 Apr 2026 23:31:14 GMT

So, you sure PM charged you?

Or ask PM to help. Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen

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

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Can’t change subscription plan

Pinkpopcorn25 — Tue, 14 Apr 2026 23:31:52 GMT

It looks like the payment may have been attempted but didn’t fully go through, which is why you’re seeing the “Payment Failed” message even though funds were deducted.

A few things you can try:

Check your account balance/transactions sometimes the charge is just a pending hold and will automatically reverse within a few days if the payment failed
Log out and back in, then try renewing or changing your plan again
Clear your browser cache or try a different browser/device (incognito mode can help too)
Re-enter your payment method or try a different card if the issue persists

If the funds were actually taken (not just pending), you’ll need to contact Public Mobile support through your account and include the screenshot. They can either apply the payment to your plan or issue a refund.

Hope that helps!

Re: Can’t change subscription plan

Nicjappy — Wed, 15 Apr 2026 00:06:38 GMT

funds were deducted an the account shows a credit.