Account suspended

[Bill77]

I got a text message today from public mobile saying “ your plan did not renew because we did not receive your payment“ It goes on to say “ if you have recently made a manual payment please disregard this message“.

well I’ve been on auto pay from the beginning so I went to log into my account and it says at the very top:

“Overview

Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.”

 When I scroll down further it says “account suspended” it shows a five dollar credit from rewards it shows under balance nothing and it still has my credit card on file and everything.

any help here??

Bill

[softech]

@pwamboldt   are you trying to pay by credit card or visa debit?

did you try that?

Go to My Account, Payment Tab, click one time payment

try to pay via Amount Due.  If it fails, try to use Other and enter the plan amount +$1 extra

Once the payment gone through, check if you see the button "Reactivate current plan", if so, click on it

then logoff My Account and reboot your phone and you should be good

[Anonymous]

@pwamboldt 

go sign in to Self-Serve, to review your account,

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. how much you see at Amount Due:$ ! you will do manually enter Amount: $ ! + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

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,

and if still not fix it follow this,

1. Add Funds to your Plan Amount through Self Serve  
2. Go to “Plan and Add-Ons” TAB
3. Select "Lost/Stolen Phone" TAB
4. Select "Suspend Service" BUTTON
5. Then, Select Resume/Reactivate Service
6. Reboot your phone.

7. what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

[Anonymous]

@pwamboldt 

you can Remove your credit card and Logout and

you can try it for a different Browser and incognito mode,

close all Browser and do clear cache and cookies for any Browser, 

how to clear cache and cookies in microsoft edge browser visit Here link

or you can try it for a different Browser

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.

for microsoft edge how to update your browser visit Here link 

and do Restart your computer, is will help a lot,

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

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 Card

To update or remove your credit or Visa debit card details,

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,

and if still not fix it please you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice service Team the will help you 100%.

Here’s how to contact Customer Support Agent by CS_Agent,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Service by CS_Agent. Click Here link to get started.

• or you can send a private message to Customer Service by CS_Agent, by Click Here link. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck

[pwamboldt]

Bill77

Good Citizen,  I am having the same issues! Beside having my P.M. account suspended, I can't make a manual payment, because they say it is due to insufficient funds, but we over $1000.00 in it! So it is a double edged sword, I can't get help with our Auto Debits account by calling our bank & I can't pay Public Mobile, because of our bank account mistake!!! Darn the bank & Public Mobile. hahaha!!! I feel like I'm going CRAZY🤪🙃🤪!!!!!! I know my "rant" doesn't solve your troubles, but know this, YOU ARE NOT ALONE! Best of luck, Bill77 

Good Citizen !

 

[softech]

@Bill77  glad you are on again.. keep an eye on the next renewal 30 days later.. if it has issue with Autopay again, you might want to open ticket with PM then and let them aware. 

[Bill77]

Thanks all working again

[softech · Accepted solution]

@Bill77   Look  like your plan was suspended due to Autopay failure.  yes, unfortunately,  Autopay sometime fail for no reason

Please try to logon to My Account,  go to Payment Tab and select One Time payment

try with Amount due first  to see if it works

if not, try "Other" and manually enter the plan amount + $1 extra

Once payment gone through, check if "Reactivate current plan " button is there and click it

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

[Bill77]

So when I look at my account all the features are still there for things like credits for auto pay and stuff like that but my phone is completely suspended the number does not work I can’t receive or make phone calls my voicemail doesn’t work anymore either. It says I owe a balance of $40 but I am on auto pay it says it’s going to be taking it out today September 6 maybe because today is an actual holiday here in Canada?

[Bill77]

As today is Labour Day, I am on auto pay and I’ve never missed a payment before and today the payment was supposed to be in out of my account and it has yet to be taken out, should I not mess with deleting my card and re-adding it maybe it’s due to the holiday thing??

[Anonymous]

@Bill77 

you can Remove your credit card and Logout and

you can try it for a different Browser and incognito mode,

close all Browser and do clear cache and cookies for any Browser, 

how to clear cache and cookies in microsoft edge browser visit Here link

or you can try it for a different Browser

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.

for microsoft edge how to update your browser visit Here link 

and do Restart your computer, is will help a lot,

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

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 Card

To update or remove your credit or Visa debit card details,

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,

[Bill77]

?

[hairbag1]

@Bill77....are your phone features still working today. Is renewal sched'd for tomorrow ? Could be that your plan is getting ready to renew itself overnight.

Long as your cc is valid...all should be well again tomorrow.

edit; you can also manually add your plan costs to Available Funds. Using your on file valid credit card, you'll still get the Autopay Reward. The benefit of this is to minimize occurrence of Autopay failure which does happen.... occasionally.