Autopay didn't work

[Janefinch]

My payment was due May 13. My account says it wasn't paid. But my bank transactions show it was removed. 

What is the issue? My friend had the same trouble a few months back. How can I resolve this issue if there are no customer service reps to look into this issue?

[BKNS27]

@Janefinch 

If your account is Active then you are fine. You can also check on the bottom left of the page under AutoPay. If it shows that “You are currently registered for dynamic AutoPay” then you are good.

[hTideGnow]

HI@Janefinch   if your service is up and account status is Active, no worry

If it renew tomorrow, it should shows Payment due before Jun 14 and not Jun 13.  What is it showing there?  If it renewed this morning, It would should Payment Due before Jul 13 (30 days from today)

Also, check your Transaction log, it should show at least 3 lines if it renewed this morning, a line for payment, 2 lines for how the payment was used.

[dabr]

@Janefinch   You say the account says it's active and if the payment was due today, then it successfully activated.  I'm not clear if you actually have service right now or not.  Does anything work or not?

[Janefinch]

My account status says active. Today was my renewal, June 13. I haven't gotten a confirmation email yet. I'm assuming my payment has gone through. But this is an issue, obviously, as I'm not the only one I know having issues with autopay. So tomorrow we shall see if it's all good

[hTideGnow]

HI @Janefinch   Ok, you just lost service today  🙂

can you login to My Account?  If you can , go to Payment page and make a manual payment.  Just use Other and enter the Plan amount + $1 extra.  If should work that way

[Janefinch]

Sorry June 13. 

[Meow]

Log-in to My Account, select Payment, click on the One time Payment and try to manually pay with Amount Due option there. If it fails, then use the option "Other" and manually enter your plan amount. Service/plan should automatically reactivate.

And it will not hurt to, once payment is completed, to log-off and reboot the phone.

If it doesn't reactivate then go to the plans or usage page and click on the lost/stolen option. Suspend your service. Log-out/in. Resume your service. Your plan should automatically reactivate.

[hTideGnow]

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@Janefinch wrote:

My payment was due May 13. My account says it wasn't paid. But my bank transactions show it was removed. 

What is the issue? My friend had the same trouble a few months back. How can I resolve this issue if there are no customer service reps to look into this issue?

---

HI @Janefinch   May 13?  or Jun?  It was a month ago if it was May

and you have no service now?

If you login to My Account, does it say Suspended?  Did you check the Transaction page to see when was the last time PM took the money?

[MrSpock]

@Janefinch hi go into your self serve account if it says suspended look for the reactivate button press that and reboot the phone 

[RossN]

@Janefinch you do have customer reps here 

1. hi you can open a ticket through Simon here https://publicmobile.ca/chatbot.

type  account suspended, 

2. alternatively you can private message them here

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

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