Autopay not working

[sfar]

My autopay was working fine for the last 2 years but it is not anymore and I tried to manually pay but it is giving an error for my credit card

[computergeek541]

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@RubyKramer wrote:

Hello,

Myself and my 2 daughters have all of our cell phones with public mobile.  We all opened our accounts last summer.  Initially our autopians all stopped working.  I've been able to renew our plans and reinstate the auto-pay on two of our accounts but for some reason I cannot do this on my oldest daughters account.

When I type in my email address in it  only gives me the option to update my number. 

You cannot make changes to your daughter's account using the login associated with your e-mail address. The e-mail address that was used for your daughter's acount must be used to log in. The e-mail addresses cannot be the same.

[gpixel]

@RubyKramer does the website seem like it's not displaying the page correctly? try restarting your browser and use it in incognito/private mode

[RubyKramer]

Hello,

Myself and my 2 daughters have all of our cell phones with public mobile.  We all opened our accounts last summer.  Initially our autopians all stopped working.  I've been able to renew our plans and reinstate the auto-pay on two of our accounts but for some reason I cannot do this on my oldest daughters account.

When I type in my email address in it  only gives me the option to update my number. 

Thank you.

Kimberley Kramer

[gpixel]

@sfar update your credit card details on the page your on. or just remove it and re-add the credit card you currently have

it seems like PM added the tax costs in the make a payment page 👍

[gblackma]

@sfar 

Is today your cycle renewal date? The normal PM renewal process is expired, then suspended, payment comes out at 2am est (on the self service account date) then the plan resets for the next 30 day cycle at 6am est. Once your phone is working properly ignore it. Just check for you 611 payment thankyou text message around 12.03pm est. tomorrow.
Renewal process screenshots https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/If-I-have-a-credit-35-00-does...

Did you receive a new credit card recently? Check to see if the autopay card ie expired. If not, you may have to delete it and reenter it again. Try clearing your browser history,  going to private/ incognito mode and try again to add your credit card. 

When entering your credit card information:
1. Enter the credit card address exactly as it appears on your statement ( capitalize all if necessary ).
2. Leave the apartment field blank, if applicable enter your apt in the street address field ie xxx - street address.
3. Enter your postal code without spaces ( if there is a space on the credit card statement then enter the first 5 digits only with the space).

Stay safe. 

[hairbag1]

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@sfar wrote:

I don't see the reactivate button, it is giving me an option to replace or remove the card

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Did your old credit card have an expiry date that has expired ?

If not, try dialing 611 to see if you can add $$ that way.

Keep us posted.

[sfar]

I don't see the reactivate button, it is giving me an option to replace or remove the card

[gpixel]

@sfar can you login to your self serve and make a manual payment and then click the reactivate button

[sfar]

It has been working for so many months on Autopay, now it is not

[gpixel]

@sfar check if your card has a new expiry date. you need to update your card in self serve