Autopay issue

[Justin_M]

Hi, I recently received an email stating that something was wrong with my Autopay renewal, and therefore, my account was deemed to be suspended, However, with Autopay, I received a notification informing me that I paid for the monthly plan yesterday. Is it possible to address this situation because it was alarming in my email feed.

[Stefanie1]

I’ve received the usual text message stating my auto pay was fulfilled. But I have recently received an email saying something went wrong with my autopay and my account is in suspend. When I went to my account it just says I have $25 due February 9.   

thank you! 

[krocha22]

Yes, same happened to me and I am not able to submit a ticket to figure out what's going on... looks like it's fine... 

[dabr]

@marains    Yes it seems many customers are receiving those errant texts/messages but as already noted safe to ignore if all your phone services are working. 

[jenbond]

Exact same thing happened to me.  

[marains]

I received the same email—as did at least two other people on this forum—and it is legitimately from Public Mobile. “Your account has been suspended,” etc.; but all three of my accounts are fine. It is disconcerting, to say the least.

[Anonymous]

@Dianne79 

if showing at your Self-Serve a messages those Expired or Suspended and your services are working, just ignore,,

all customers getting those message the night before day of renewal.

on the date cycle payment is will automatically renewal.

if your services not working,

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

go sign in to Self-Serve, to review your account,

• Click on Payment
• Make a Payment
• one Time Payment 
• Payment Type: selected other ( Enter the desired payment amount )
• you will do manually enter Amount:$$ + $1 extra
• Click ‘Submit’,
• after payment successful,  you have to do Rebooting your phone
  what is meant by rebooting the device turn off and turn it back on.

• and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,

[Yummy]

Spam or phishing attempt.

If it is not from publicmobileservice@info.publicmobile.ca, ignore.

[Anonymous]

It's an error. As long as your services are working you can ignore it.

[Dianne79]

I received an email saying my payment never went through when in actually did go through and is out of my account. 
I logged in and it’s saying my next payment is Feb 9th. 
not sure what is happening 

[0PX9O4]

Glad to hear it @scott4 !

Hope PM can stop sending out more of these erroneous emails immediately now.

[0PX9O4]

Yep, looks like another instance of PM's stellar and infallible systems hard at work! /s

[Anonymous]

 @scott4 : Number one requirement of any ongoing subscribed service...is it working. If not then there's a problem. If so then likely something is an error and not to worry because...the service still works.

[ltd2020]

publicmobileservice@info.publicmobile.ca

I have received the exact same email too.

[scott4]

Thanks so much I was having a melt down , my service is still working , so i hope this was a blip 

[0PX9O4]

@irenelui0522 

There are lots of other threads created within the last hour about just this. You can safely ignore the email if your service is still active.

[Anonymous]

@irenelui0522 

if showing at your Self-Serve a messages those Expired or Suspended and your services are working, just ignore,,

all customers getting those message the night before day of renewal.

on the date cycle payment is will automatically renewal.

if your services not working,

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

go sign in to Self-Serve, to review your account,

• Click on Payment
• Make a Payment
• one Time Payment 
• Payment Type: selected other ( Enter the desired payment amount )
• you will do manually enter Amount:$$ + $1 extra
• Click ‘Submit’,
• after payment successful,  you have to do Rebooting your phone
  what is meant by rebooting the device turn off and turn it back on.

• and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,

[irenelui0522]

I received an email from Public Mobile on Jan 11 2022 that my account has been suspended as there's something wring with my autopay renewal. However, I checked that Public mobile has debited the payment automatically on my credit card on Jan 10 2022 and that transaction has been posted on my bank account. Would you please check and reply what has happened?

Regards,

Irene

[philkelly]

publicmobileservice@info.publicmobile.ca

i received the same email

[Anonymous]

@scott4 

if showing at your Self-Serve a messages those Expired or Suspended and your services are working,

 just ignore,,

all customers getting those message the night before day of renewal.

on the date cycle payment is will automatically renewal.

if your services not working,

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

go sign in to Self-Serve, to review your account,

• Click on Payment
• Make a Payment
• one Time Payment 
• Payment Type: selected other ( Enter the desired payment amount )
• you will do manually enter Amount:$$ + $1 extra
• Click ‘Submit’,
• after payment successful,  you have to do Rebooting your phone
  what is meant by rebooting the device turn off and turn it back on.

• and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

• Add Funds to your Plan Amount through Self Serve  
• Go to “Plan and Add-Ons” TAB
• Select "Lost/Stolen Phone" TAB
• Select "Suspend Service" BUTTON
• Then, Select Resume/Reactivate Service
• Reboot your phone,
  what is meant by rebooting the device turn off and turn it back on.

and if can't fix it you need To Contact Customer Support Agent by CS_Agent, and Explain your issue to them can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent

• send a private message to Customer Support Agent by Click Here link,

• please include in your message,
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck.

[Yummy]

Autopay declined? What kind of message do you have on your PM account? If your credit card in order?

You can try to manual pay:

Logon 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 +$1 extra.

There are other solution if you care to search through forum.

[walker1]

@scott4 

Sorry to hear that 😕.  If you're services aren't working still, then send a private message to CS_Agent  and tell them about what happened with your account and ask them to fix it for you.

[0PX9O4]

@scott4 

There are a large number of threads others have just created about the same issue. Like @Anonymous  said, you can safely ignore the email if your service is still active.

[Anonymous]

But are your services still working? There seems to be a bug today.

[scott4]

my autopay was declined ,card is good , can u look into it

[walker1]

@skipgallinger 

If everything with your service still works OK, then just ignore that message. It was probably sent by mistake today.

[Anonymous]

@skipgallinger 

if showing at your Self-Serve a messages those Expired or Suspended and your services are working, just ignore,,

all customers getting those message the night before day of renewal.

on the date cycle payment is will automatically renewal.

[schomey]

Yes, it still seems to be active thankyou.

[dabr]

@AngelaPeh   It can be a little alarming to receive those messages I'm sure but if your phone service is working and your payments are up to date, then you can safely ignore that message/email as others have also posted receiving errant messages from PM.  

[Yummy]

That is why we are here! Customers helping customers.

Usually appreciations are expressed by giving Bravo.

And accepting as Solution of most relevant and helpful post.

[Yummy]

The only official email from PM I received ever is when I joined PM and that was from this email address:

publicmobileservice@info.publicmobile.ca

Community notifications are coming from here:

community-notifications@publicmobile.ca

Everything else I would consider fake: ignore and delete.

If in doubt, always check your PM account. If it says

(or expired on renewal date!) - ignore, delete