Account is suspended, no warning or clear remedy

[Slideshow8607]

My service was suddenly suspended as of about an hour ago. I had no notice or warning or explanation.. just saw it stop working and have been trying to figure it out since. I'm guessing it's because today is the auto-renew date for my credit card, which expires this month.

I updated my account with my new credit card with a 2030 expiry. Since then, nothing has changed. Nothing on my account indicates service is suspended except the fact that I can't use it.

I submitted a ticket an hour ago I think, though I haven't received any confirmation or response.. is that normal?

It's fairly urgent. I'm very frustrated that my service was just suspended out of the blue and none of the solutions I can find work (including the ones from the chatbot, which often links to pages and articles that no longer exist).

Please help. Thanks.

[Slideshow8607]

Thanks, that did it. Could not find my way to the manual payment page. Appreciate your help.

[Slideshow8607]

Thanks for your answer. No, I don't see that button on my account or in the app. All indications in my account and in the app are that my account is just fine. The credit card thing is only my best guess, I still don't actually know what's going on. I would have guessed if it was my credit card I'd get a notice saying to update my details before getting cut off.

When I call *611 it was saying my service is suspended. Now it's no longer saying that, but service still isn't working.

 

[softech · Accepted solution]

@Slideshow8607 

you need to manually payment to resume service if autopay fails

Login to My Account using browser with Incognito mode, click Pay and Resume Services to make a manual payment

if you don't see such a button, use the following link to go to the Add Fund to account page, load enough fund for the system to renew your service:

https://myaccount.publicmobile.ca/en/account/payment/funds/card

After you make the payment, logoff from My Account and reboot the phone and test

[hTideGnow]

HI @Slideshow8607 

yes, PM is a prepaid provider and if the payment didn't receive promptly and can't renewed, the service will be disabled

when you login My Account, do you see a button Pay and Resume Services?  cllck it and make a payment to renew