topic Subscription on hold in Get Support

Subscription on hold

Beavz — Fri, 15 May 2026 10:04:12 GMT

I have automatic renewal the money has been taken from my account top up due today but subscription still on hold

Re: Subscription on hold

kb_mv — Fri, 15 May 2026 11:14:00 GMT

@Beavz wrote:
I have automatic renewal the money has been taken from my account top up due today but subscription still on hold

@Beavz Renewal day can be confusing if you look at your account. The big question is, do all your services still work? If yes, nothing to do, ignore the status in your account. If nothing works and the payment was made are the funds still sitting in your account as available funds? If yes, make a manual payment to restart service. If no, open a ticket with customer service using the chat bubble. If the ticketing process is causing issues, send a DM to customer service at: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Watch the envelope icon for a reply.

Re: Subscription on hold

hTideGnow — Fri, 15 May 2026 11:54:01 GMT

hi @Beavz

confirm if PM shows they charged you.

First, login My Account , check Payment history, do you see one or two lines today about the renewal? can you post screenshot of that?

or if you like, you can ask PM support agent to further assist.  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