Auto Pay not working and can't submit a ticket

[Stephen67]

I seem to be in the same boat as others.  Automatic deductions stopped from my VISA card, and the phone won't work.  I've tried to submit a ticket but it asks for account verification - I have tried both my Public Mobile information AND the Community information, but it won't accept either of them.  There is no number you can phone so it seems impossible to resolve.  Any ideas short of going to another provider?  To add insult to injury I am now having problems sending this messsag

[Meow]

---

@HALIMACS wrote:

First to state the obvious, the VISA card is still within it's expiry date, correct @Stephen67 ?

If so, try completely removing it under "Manage My Card", then log out, clear your system cache and cookies, then log back in and re-enter the card information again, then make the required payment.

---

Oh, that will be nerve wracking knowing how many customers have issue adding or replacing perfectly good CC.

I would go with adding few $, resume service or lost/stolen trick route before completely removing CC and trying to add the same card. Maybe PM has some kind of check during adding CC and if it sees the same card it might become suspicious. Just guessing.

If still nothing works I would try to create a ticket and if that fails contact agent.

[HALIMACS · Accepted solution]

First to state the obvious, the VISA card is still within it's expiry date, correct @Stephen67 ?

If so, try completely removing it under "Manage My Card", then log out, clear your system cache and cookies, then log back in and re-enter the card information again, then make the required payment.

If the above methods don't work, definitely contact the support agents by clicking  here .  You need to be logged into your Community account to use the above link.  Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[darlicious]

@Stephen67 

If after adding payment as per @softech 's instructions your payment remains in your available funds go to the plans or usage page and click on lost/stolen. Suspend your service. Log out/in. Resume your service. Your account should automatically reactivate and take your plan payment. Log out and reboot.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account in your private messages only include your full name, address, email, phone # and 4 digit acct pin #

[JL9]

It seems that many that had this autopay issue and an agent were the only ones that could resolve it. When was your renewal? 

[softech]

@Stephen67   did you try to make a payment using "Other (Enter the desired payment amount)" instead?  use that option and manually enter the plan amount. 

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

once payment gone through, click on the button "reactivate current plan" if it is around, then logoff from My Account and reboot the phone.

If still fails, and you need to open ticket with PM, you can direct message here:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there