Autopay issue... account suspended

[Giselle_2]

Hello,

On the day that my plan should have renewed, my autopay didn't work. My services have been dicontinued and my account suspended. I tried to top up my account but my payment didn't go through each time. I also tried with a new credit card and checked with my credit union. No li

[J-L]

We had the same/ similar problem with my husband's phone a couple years ago. We could not get any payment to go through via the online route and by calling 611 it still would not take the payment. We finally tried making a payment that was $1 over his plan amount and then the payment was accepted.

[darlicious]

@Callie8 

In the meantime you could pay by voucher. They are readily available. It's easiest to add vouchers via 611. Once connected press (1) then (1) again and enter the 12 digit PIN #. If added successfully you will get a verbal confirmation followed by a text from 611 confirming you have made a successful payment.

You only get two attempts at making a payment (successful or not) either thru 611 or your self serve account total combined. You the have to wait one full hour before trying again. There are limits at how many attempts you get within a given time period although that number is not confirmed ( maybe 12?) before the system will lock you out for 24 hours.

Some vouchers take up to 24 hours to become valid and loadable onto your account.

Vouchers are available at many small cellular businesses and larger retailers. The following list of retailers all offer pm vouchers that are immediately valid upon purchase.

1. London Drugs
2. Shell Stations
3. 7/11
4. SDM
5. TMS
6. RCSS
7. Wal-Mart
8. Circle K
9. Petrocan

RTP (real time payments) are available at Canadian Tire gas bars and Mobil stations for a $1 fee and are loaded by giving the clerk your 10 digit phone number.

Online payments can be made at recharge.com and ding.com for about an 8% to 26% surcharge.

More member contributed info and real examples of vouchers can be found here:

https://productioncommunity.publicmobile.ca/t5/Get-Support/Voucher-Catalogue/m-p/479165#M343905

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[Callie8]

This has also happened to me - my mom is helping me - she can't pay for my plan.  Her CC was framed and her number changed and now she cannot pay - we are very frustrated!  

[JL9]

To avoid this in the future you can manually add the funds needed for renewal, a day or 2 before it is supposed to be charged 

[HALIMACS]

Try one of the following @Giselle_2 :

1. under the 'other' payment option, pay just $1 more than your plan amount, now try to tap reactivate,
2. if this doesn't work, set the account to "Lost/Stolen" in self-serve, log out, then log back in to self-serve to remove the "Lost/Stolen" designation, then reboot device.   

One of the above options usually works for those in your situation.

[BKNS27]

@Giselle_2 

If your phone still works then it is a standard message that indicates to ignore the message if you are on AutoPay or have sufficient funds. Your Account will show your Account is Expired/Suspended but it is OK.

[softech]

@Giselle_2   usually in this situation, it is PM Autopay problem instead of your credit card

do you still have a credit card on the system?  if so, please try to make a manual payment using the option "Other..", 

Go back to the Payment page, One time payment, select "Other (Enter the desired payment amount)" and manually enter the plan amount. and click Submit

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

If payment goes through, then click Reactivate current plan if the button is there

then logoff from My Account and reboot your phone