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Account suspended AGAIN (does every year!) on Autopay

kdgal
Great Neighbour / Super Voisin

Could someone provide STEP BY STEP instructions on how to un-suspend an account that has been on AUTOPAY for 3 years now and it seems that ever year it gets suspended.....why I have no idea - ridiculous!  I've tried to pay what is due because it was suspended in December and it won't accept payment ( I recall this happening last year).  

1 ACCEPTED SOLUTION

Accepted Solutions

softech
Mayor / Maire

@kdgal   Yes, Autopay fails sometime, unfortunately  😞

Just to confirm, it is not the credit card expiry date need update?

 

If credit card is good with no problem on expiry date, try to go to back to My Account, Payment Tab, click on One time payment, 

 

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

 

First choose to pay by Amount Due, see if it works

    if not, try to pay by "Other" instead, and enter the Plan Amount + $1 extra and see

 

Once the payment gone through , click on "Reactivate current plan " if the button is there

Then logoff MyAccount and Reboot your phone

 

 

For long term fix, maybe open a ticket with PM to have them confirm what was wrong:

Spoiler


1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.


2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

 

View solution in original post

4 REPLIES 4

softech
Mayor / Maire

@kdgal   Yes, Autopay fails sometime, unfortunately  😞

Just to confirm, it is not the credit card expiry date need update?

 

If credit card is good with no problem on expiry date, try to go to back to My Account, Payment Tab, click on One time payment, 

 

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

 

First choose to pay by Amount Due, see if it works

    if not, try to pay by "Other" instead, and enter the Plan Amount + $1 extra and see

 

Once the payment gone through , click on "Reactivate current plan " if the button is there

Then logoff MyAccount and Reboot your phone

 

 

For long term fix, maybe open a ticket with PM to have them confirm what was wrong:

Spoiler


1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.


2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

 

darlicious
Mayor / Maire

@kdgal 

To clarify did you go thru renewal last night? If yes do you still have working service? If so renewals are running late and your account status will change to active sometime in the next couple of hours.

 

If you are suspended with no working services and calling 611 yields a suspension message then you must make a manual payment to reactivate your services by choosing other amount and topping up your account to cover your plan payment +$1. Confirm and submit your payment. Your service should automatically reactivate.

@kdgal 

If Your plan does not automatically reactivate after topping up your account and your payment remains in your available funds then you must go to the plans or usage page and click on the lost/stolen feature. Suspend your service and log out/in. Resume your service. Your account will automatically reactivate and you can check your transaction history for your 30 DAY PLAN...$10 charge and your applicable 100 MINUTES...$5 or 1+GB DATA AT 3G SPEED....$15+ charge for your plan services reflected with today's date.

Anonymous
Not applicable

@kdgal 

you can Remove your credit card and Logout and

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

 

and log in and re entered your credit details,

 

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

 

How To Update or Remove Your Payment

Follow these steps:

1. sign in to Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

 

go back,

1. Click on Payment

2. Make a Payment

3. one Time Payment 

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. you will do manually enter Amount:$$ + $1 extra

7. Click ‘Submit’,
9.after payment successful,  you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.
10. and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,