Auto-pay

[pbkind13]

Why does my plan auto-expire instead of auto-pay? I checked my credit card number and expiry date. They are good. Get my phone working!

[darlicious]

@pbkind13 

Take this moment as "I learned something new today!" A large part of public mobile's business model and your so named "self serve" account is the idea that when something isn't right or you want something changed with your mobile service you don't have to wait til you have time to call up your phone company, or drop of the kids at soccer practice and drive home or wait until they open in the morning or get yourself in the right frame of mind to talk to a CSA.....at pm you can do almost everything yourself. 

With a little guidance from the community you can quickly fix this issue yourself. Less than 5 minutes for most. While not necessary sometimes the website can be a bit glitchy if you have a little too much going on with your device you are using to log in. So when you need to take action in your account be it a payment, a plan change or maybe purchase an add on its best to follow this procedure to avoid any error messages or weird glitches occurring when you go to do stuff in your self serve account.

1. Clear your browser.
2. Reboot your device.
3. Open one tab only.
4. Use secret/incognito mode.
5. Chrome, Firefox, Safari or MS Edge work best.

Log in. If your account status is expired/suspended and you do not have working services go to the payment page. Choose "other amount" and enter enough funds to cover your plan amount +$1. Confirm and submit your payment. Your plan should automatically reactivate. If so log out and reboot if necessary. 

If your payment just went to your available funds in your balance. Then you have to take an extra step and go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. Your plan amount will be taken and your service reactivated. You can double check your transaction history if you like to see the 30 DAY PLAN.....$10 charge and the 100 MINUTES....$5 or the 1GB+ OF PLAN DATA AT 3G SPEED.....$15+ charges with today's date showing that you have successfully paid and reactivated your plan. Log out and get on with enjoying your day.

And feel pleased with yourself that if it ever happens again....probably not but maybe when you get a replacement card with a new expiry date that you forgot to update you will know how to reactivate your plan after you update your credit card. No panic, no worries....5 minutes and you are all done and good to go!

Welcome to the community! We are always happy to help!😊

[Anonymous]

@pbkind13 

if your service not working try this,

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

and try open one Browser incognito mode,

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. 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,

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,
   what is meant by rebooting the device turn off and turn it back on.

and if can't fix it you need To Contact Customer Support Agent by CS_Agent, and Explain your issue to them can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by Submit a Ticket,

Spoiler

• 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 Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[esjliv]

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@pbkind13 wrote:
Why does my plan auto-expire instead of auto-pay? I checked my credit card number and expiry date. They are good. Get my phone working!

---

If you have no services (which is sounds like you don't since you say Get my phone working) due to an Autopay failure, you are going to have to make a top up payment by one of different methods: https://www.publicmobile.ca/en/bc/get-help/articles/top-up-your-account

Then services should resume, or you need to choose the reactive option on your Self Serve account.

But, if you are interrupting those Expired or Suspended messages you see on your Self Serve the day before and the morning of your renewal as your phone not working, but you services are actually working, then ignore those Self Serve messages. Happens to all of us.

[HALIMACS]

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@pbkind13 wrote:
Why does my plan auto-expire instead of auto-pay? I checked my credit card number and expiry date. They are good. Get my phone working!

---

@pbkind13 

Firstly, you're chatting with other customers here, NOT public mobile staff. 

WE can't get your phone working, but most likely you can.

If this occurred on your renewal date, it's almost always due to an auto-pay failure (which very rarely does happen around here)

Make a manual payment as indicated above - this will enable you to reactivate.  Afterwards, you may need to reboot device, toggle airplane mode on/off, the usual stuff which tends to allow devices to 'reconnect' to Public Mobile's networks.

Kindly feedback if this worked.

[Anonymous]

 @pbkind13 : Yes it's frustrating for a small minority of customers. I don't think you need to re-do your payment card. Make a manual payment using the "Other" option and deposit enough to get your balance up to your plan cost.

Or use the 611 service with your 4 digit PIN and the same.

[Anonymous]

@pbkind13 

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,