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Great Neighbour / Super Voisin

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

Hi,

 

Has this fix been rolled out to all accounts? I’m getting a message that I don’t have an active plan on my account.

I’m currently enrolled in autopay but my account has not been debited so my balance does not have sufficient funds. This resulted in my account being deactivated but when I try to make a payment it says “unable to process payment... this can result when multiple payments are made too close together.”

This never happened in previous months, any help would be appreciated.

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Mayor / Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@tmnomad sometimes autopay fails.  You may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.
or Using 611 to make your payment: ( you need your 4 digit pin to buy an add on)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

 

Stay safe. 

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Mayor / Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@tmnomad 

Clear your browser, use incognito/secret mode in chrome, Firefox or safari. This should allow you to make a payment and reactivate your account. Then reboot your phone. If the system won't take your payment from your available funds then log in and report your phone lost/stolen. Log out. Wait 5 min. Log in. Report phone found. Log out and reboot if necessary.

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Retired Oracle / Oracle Retraité

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@tmnomad This fix didn't actually fix anything other than deleting one line of incorrect information. There is no effect on the actual service 

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Great Neighbour / Super Voisin

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

Thanks all for your replies. Ended up reactivating my phone using a laptop instead of my phone and it worked instantly.

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Town Hero / Héro de la Ville

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@tmnomad glad everything has worked out for you!

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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve


@Dunkman wrote:

@Tbalser 


@Tbalser wrote:

i have auto top up and have plenty of money in my account. However the money has not been taken from my account this month, I got a text saying my rewards were applied but I now have no service.


Autopay sometimes fails unfortunately.  Try to manually load funds to cover cost of the plan.  It should restart the plan.  Or if you have enough funds in your available balance to cover the plan, you could try the lost/stolen phone trick.

 

 
https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-f...


DO NOT use the LOST/STOLEN phone trick if you have ANY bonuses linked to the T&Cs that require your plan to never be stopped. Otherwise, you risk losing those bonuses and never getting them back.

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Mayor / Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@pm-smayer97 

I'm pretty sure the terms and conditions related to promotions refer to suspension due to nonpayment of your account and not using the lost/stolen for its intended purpose and/or as a troubleshooting technique. It also probably only applies for a long suspension as we all know autopay failures are common enough that pm customers are not going to lose their promotions because of the failure of pms own payment system.

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Deputy Mayor / Adjoint au Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve


@darlicious wrote:

@pm-smayer97 

I'm pretty sure the terms and conditions related to promotions refer to suspension due to nonpayment of your account and not using the lost/stolen for its intended purpose and/or as a troubleshooting technique. It also probably only applies for a long suspension as we all know autopay failures are common enough that pm customers are not going to lose their promotions because of the failure of pms own payment system.


Well, when you flag your account using the Lost/Stolen feature you ARE suspending your account. Wording of T&Cs have language like "Bonus data will expire if account becomes inactive"....Marking your account as Lost/Stolen makes an account inactive.

 

Things do not always work as documented at PM but that is the written language. Until someone actually chimes in with a different experience, that is how it has been defined multiple times by PM.

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Mayor / Maire

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

@pm-smayer97 

I can tell you this.....from the amount of times I have had to use the lost/stolen feature on the bf's account it never affected his promotions (we all know the whole autopay reward saga.) I have never heard of a customer complain (to date) that an autopay failure that temporarily suspended their account for non payment has affected their promotions. So while not confirmed i would imagine that suspension over 30 days is what would cause the loss of a promotion. As in a full 30 day cycle passes without payment would then cancel a promotion in the account. The terms and conditions by pm notwithstanding.....