Auto pay

[likelly]

I have auto pay but I get messages to pay and phone not working

[softech]

@ColinDoherty 

It could be a small glitch with Autopay today

 do you see a fund equal to the 2nd payment sitting as Available fund in My Account?  If you like, you can choose to let the money sit there for next renewal

But if you want to get a refund back since it is a PM system problem, open ticket with them:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

      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

[ColinDoherty]

did the same to me, I payed manually, now my card is charged twice.  very upsetting.  cant reverse it and theres no customer support which means I'm gonna have to suck it up unfortunately.  lesson is dont be so quick to just pay it, check and make sure it hasn't gone through already

[MrSpock]

@likelly hi there seems to be a lot of that today go into your account to see if it's active or suspended if it is suspended look for a reactivate button autopay does fail sometimes unfortunately  if there are no avaliable fund you may need to make a manual payment  reboot your phone 

[esjliv]

@likelly  - what does it say when you call 611 or log into Self Serve? Is your status saying ACTIVE?

If suspended make a manual payment equal to or more of what is owing then resume services.

IF ACTIVE try

• restarting your phone?
• Also try toggling into airplane mode than back to regular mode.
• remove your SIM card, try it into another compatible phone while it is out..does service work? Then reinsert it into your phone, now does it work?

• If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment. 

  Or try

  1. Go to “Plan and Add-Ons” TAB
  2. Select "Lost/Stolen Phone" TAB
  3. Select "Suspend Service" BUTTON
  4. Then, Select Resume/Reactivate Service
  5. Log off your account. Log back in. Reboot your phone.

If above or any other suggestions are not helping with services on an Active account contact CSA for help.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[softech · Accepted solution]

@likelly   yes, Autopay fails sometimes

Login to My Account and confirm your account status is Suspended.

Then try a manual payment.

Login to My Account, Payment page, click one time payment

Use "Other (Enter the desired payment amount)" and manually enter the plan amount  (Do not use Amount due as it usually gives trouble)

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

click Reactivate current plan if the button is there

then logoff My Account and reboot the phone