Autopay not working--service suspended

[JAG115]

Using autopay for several years no problem--today cell service suspended because Public Mobile's Autopay service isn't working.  Try to log in to account--login and password not recognized.  Try to set new password--both verification processes fail.  Need help to get service restored.  Out all day.  Didn't recognize previous community account--had to set another one of these too. Who do you PM to get any assistance?  Any suggestions?

[JAG115]

Can't use *611 to update credit care information even with a PIN.  Only need to add new expiry date to account....this seems to be a huge problem.  Suspended from "my account" to make a payment with updated credit information. Makes no sense to me.

What is a secure way to update credit card information and restore my service? My account won't be accessible until a payment is received.

[JAG115]

They can't reset for me to make a payment through self serve since account suspended.  Apparently nobody can.  

[hTideGnow]

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@JAG115 wrote:

CS agent couldn't reset login and password.  Referred to tech support?  No help yet. Self serve accounts not working. Really disappointed.

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HI @JAG115 

CS agent can definitely help to reset password.   Have you open  a ticket with them yet?

[JAG115]

CS agent couldn't reset login and password.  Referred to tech support?  No help yet. Self serve accounts not working. Really disappointed.

[JAG115]

Got a text at 12 a.m. to use one time credit card payment....tried that...wants a 4-digit PIN to let me do that....where on earth do you get that....?  And still no help from anyone to get a working self serve account with a working login and password...this is a repetitive problem.

Not driving anywhere to get vouchers...

[benfatto]

@JAG115  If your primary immediate needs are texting and calling, Fongo or TextNow can do so for free with wifi. 
Longer term this post has ideas: https://productioncommunity.publicmobile.ca/t5/Get-Support/100-SERVICE/m-p/183753/highlight/true#M56...

[hairbag1]

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@JAG115 wrote:

Using autopay for several years no problem--today cell service suspended because Public Mobile's Autopay service isn't working.  Try to log in to account--login and password not recognized.  Try to set new password--both verification processes fail.  Need help to get service restored.  Out all day.  Didn't recognize previous community account--had to set another one of these too. Who do you PM to get any assistance?  Any suggestions?

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To get you going...get you some payment vouchers at retail outlet like Shell Gas or Walmart, to name just a few. Then dial 611 to add'em to your account.

Deal with cc issue at your leisure...CSA's are probly short staffed at PM due to stat holiday so could be awhile before anyone responds.

Make certain the cc isn't set to expire or update soon.

[hTideGnow]

HI @JAG115   Yes, Autopay could fail for no reason.  😞

And because PM is prepaid, no payment, no service

For manually loading of the fund, do you have the 4 digits pin?  If you do, try to load enough fund using *611

If you don't have the pin, then open ticket with CS agent for password reset:

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

First type: "Forgot log in information"
Then Click "Contact Us"
Finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):

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

[esjliv]

@JAG115 

If you have no services, and it is past your renewal, then is sounds like an autopay failure. 

After trying log in through an incognito tab (as others have posted) add Funds, manually, to your owing amount or more, through SELF SERVE (or by calling 611 if you have a card registered), then select to reactivate/resume services if it does not automatically do so.

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment. 

Or try

1. Go to “Plan and Add-Ons” TAB
2. Select "Lost/Stolen Phone" TAB
3. Select "Suspend Service" BUTTON
4. Then, Select Resume/Reactivate Service
5. Log off your account. Log back in. Reboot your phone.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know by methods provided by @MrSpock 

edit 

[MrSpock · Accepted solution]

@JAG115 hi clear your cache and cookies try using a different browser in ingognito mode if that fails contact a cs agent you will need to open a ticket, to speak to a customer service agent    Click here or if you are having issues with Simon you can send private message to a CS Agent here:  https://bit.ly/2GGCJzH

[Timer]

@JAG115 

tried use browser from computer,and clear cache and cookies and use one page inPrivate mode,