AutoPay

[Gy2]

Hi. I have been with public mobile for over a year and upon setting up my account I initiated the autopay function. This function has worked flawlessly, until last month. I was trying to make a local call but it could not be completed. When I investigated the problem, I discovered that my account had been suspended. I passed it off as a technical glitch, so I made my payment manually. However, again this month the same thing occurred, and my account was suspended!! My account details clearly shows that I am setup for Autopay, my card is keyed correctly, so I'm trying to determine why this function is not working and what to do to rectify the issue. It is a major hindrance to have to make a manual payment every month and to have your account suspended. Please help!

Thanks,

Gy

[JL9]

Unfortunately autopay failures happen. Used to be quite rare but seems to be happening with increasing frequency. The best way to nip it in the bud is to manually add the needed funds for renewal a day or 2 before and it should avoid this failure altogether, also because it is proactive and happening before renewal you won't face the issues of card problems when trying to manually pay after suspension. 

[Meow]

If you see this on your account then you are definitely set up for autopay:

Did you manage to get service going after manual pay?

When was your renewal in April. PM had major autopay issue on April 1st. If your renewal was on May 1 then maybe that glitch (1st day of the month) is still here.

Bring this issue with the agent so they can investigate and advise. I hope we do not hear more autopay failures for May.

- Use the ticketing system for a faster response time (preferred method as Ticket is assigned and easy to follow up with CSA). Click Chatbot - Ticket and type ticket, then click on Contact Us, then click on issue you inquire about. Link for creating ticket will be presented. If ticketing does not work very fist time do the below.

- Send a private message to the CSA - agent by clicking Here

[softech · Accepted solution]

@Gy2   was your renewal last month on April 1st?  PM has a major problem with Autopay and renewal on April 1st and many were affected

As for this month,  did you try to manually renew and make your plan go back Active again?  If you have not done so yet, please do it.

I agree that PM should look into it.  But first, you have to make them aware of your issue.  Please open a ticket with PM Support:

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