topic Auto renew in Get Support

Auto renew

Friedchicken — Thu, 30 Apr 2026 00:38:05 GMT

I have 2 questions. My daughter and I switched at about the same time. She she switched over first and her billing cycle just lapsed and it didnt automatically come off her credit card on file. Now she's lost the $25 promo plan. My cycle is coming soon and im worried this will happen to me too. So 1. Is there any way she can get the promo plan back since it wasnt her fault and 2. How can I make sure this won't happen to me? Thanks so much!

Re: Auto renew

hTideGnow — Thu, 30 Apr 2026 00:43:33 GMT

don't worry, you will get the 50% off back

it is just when the system failed to renew by autopay, you need PM agent to manually put the discount back to the account. Please login using your daughter's account and open a ticket with PM support agent. Submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

With your own account, usually Autopay will work without problem. So, your daughter was having issue does not mean you will have the same problem (unless the problem is with the credit card itself)

Re: Auto renew

Friedchicken — Thu, 30 Apr 2026 00:46:02 GMT

Thank you so much! I appreciate your quick response. We'll do this right now! 🙂

Re: Auto renew

Friedchicken — Thu, 30 Apr 2026 18:29:56 GMT

We're all sorted. Thanks again!