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[Resolved] System Issue: Accounts in Suspend

J_PM
Public Mobile
Public Mobile

Update: The account suspend issue has been resolved. Thank you.

————————

 

Hey Community, 

 

We’re currently having some issues with our Monthly Renewal Charge and Auto Top-Ups, causing some customer accounts to mistakenly go into suspend. Our team is working on a fix, all services for impacted accounts are expected to be reinstated by 4pm EST. Check back for more updates. We’ll also update this post when the issue is resolved. 

 

Thank you,

 

- Public Mobile Team

591 REPLIES 591

bubbyboots
Great Neighbour / Super Voisin

Good day, I don’t understand why my account is suspended even though i’m on autopay. I have no service today and can’t make or receive calls. My account doesn’t show an “amount due”. Everything wax working fine before, I’m still at the same address, how can this be resolved? Thanks!

@bubbyboots   Yes, autopay failed sometimes.

Try to make a payment, but do not use Amount Due.  Pay using "Other (Enter the desired payment amount)" option instead and manually enter you plan amount.

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

If payment goes through successfully, click no the "Reactivate current plan" button if there is one

 

Then logoff from My Account and reboot your phone.  it should be good

 

What your account says? Is it Active?

When was your renewal date? Did you get SMS from 611 regarding successful payment and rewards applied?

 

Try one of these remedies:

- Reboot device

- Reset network connections

- Toggle airplane mode on/off

- Re-seat - remove and reinsert SIM card

@bubbyboots 

Unfortunately, sutopay sometimes fails.  You should manually load up funds equivalent to your plan's monthly fee and that should restart the activation of your plan.  

JareLovesLife
Great Neighbour / Super Voisin

Hello there, I am having the exact same issue.  

Joy_trad
Great Neighbour / Super Voisin

Me too. Account suspended,  auto pay is on.

 

Try to manual pay nothing happens, try to re activate account, nothing happens.

 

Something is clearly wrong here


@Joy_trad wrote:

Me too. Account suspended,  auto pay is on.

 

Try to manual pay nothing happens, try to re activate account, nothing happens.

 

Something is clearly wrong here


Are your phone features (talk, text and data) work right now ...or is the phone not working at all ?

@Joy_trad   did you try manual pay using Amount Due or Other (Enter the desired payment amount)

 

Do not use Amount due, try to use Other (Enter the desired payment amount) and then manually enter the plan amount.

 

Joy_trad
Great Neighbour / Super Voisin

Phone didn't work at all