Autopay failure

[masonduke]

Hi, been a customer for a while now. Noticed my phone wasn't receiving texts today and when I logged in it said plan expired and my autopay didn't go through.

I had to manually pay.

No changes to my cc info etc, any idea why this would occur? This is the second time this has happened since becoming a customer here.... kind of annoying and also embarrassing if someone tried to call me and it said phone disconnected...

[MarieRamsey]

They better give us all a credit to our accounts for this. You are RIGHT. it is embarrassing and a major inconvenience. They are taking too long to resolve this issue as well.

They are stealing from us if we are not credited!

[14ALL41]

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@masonduke wrote:

Yes as soon as I paid manually my service was back. I'll open a ticket.

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I would be very curious and interested to see what agent will tell you about autopay failure and how to remedy it.

If you remember, please post here agent reply.

Glad your service restore worked! Sometimes it does not...

[Yummy]

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@JL9 wrote:

to be on the safe side you can check the day of renewal on your my account to make sure it went through so you can catch it right away if it does happen again

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That could be even more scary as account will say: Plan expired in red!

[JL9]

Unfortunately it is hit and miss. Sometimes you can go months and years with no issue and then it just randomly happens. Unfortunately, to be on the safe side you can check the day of renewal on your my account to make sure it went through so you can catch it right away if it does happen again

[masonduke]

Yes as soon as I paid manually my service was back. I'll open a ticket.

[BKNS27 · Accepted solution]

@masonduke 

A few members also indicated that their AutoPay was turned off. You will need to login to your account and check at the bottom left of the page to see if you are currently registered for dynamic AutoPay.

If not, you will need to turn it on under Make a Payment.

You also may wish to contact a CS_Agent and tell them this is a reoccurring problem.

[dabr]

@masonduke   Yes this shouldn't be happening.  So after making the manual payment your service is now working again?

I would still submit a ticket to customer support and make a complaint about this issue even if you've got your phone service working again.  Use the chatbot bubble bottom right of the screen to submit a ticket or send a private message to CS_Agent via the envelope icon top right next to your avatar.

[softech]

@masonduke   No, it is one of the greatest mysteries here  😞

It happens from time to time and it really nothing to do with the credit card itself.  Probably a problem on the PM side.  I think you can open a ticket with PM support and see if they can find out a reason for your particular failure.  But I have a feeling they won't be able to offer much.