Autopay.question

[jennie4990]

Hello,

I seem to be having issues with my autopay. This is the third time now it has not automatically come out on it’s own. I have checked everything and it seems to be correct so I’m not sure what has been going on. I can’t have my phone being cut off due to work. I am hoping you can help me figure this out and why this keeps happening. 

Thank you!

[jennie4990]

• Hi there,
  
  Yes my credit card is active and is fine. It even says on the side bar that AutoPay is active and it tells me the date it will come out. It just never seems to do it automatically. Last night I was worried about my phone cutting off because it has before with the same situation. My account will say ‘plan expired’ . I will still have service in that case but not for long. It’s very confusing and hard to explain...  Anyway, what I did last night when I saw this was about to happen again, I went into “make a payment” all of my credit card info was there, but I just clicked on the amount due and then hit submit. Now my account is back to active, it says next autopay is April 28,2018. I’m assuming it will be fine now... it shouldn’t take anymore money out of my account today though right? I paid it myself without it automatically coming out. I;m just worried it might come out later tonight or something on its own. Should I be fine?

[stonechucker]

@will13am, So, I've just looked at my next renewal.  The 'AutoPay' date is March 11, and the 'Due' date is March 12.

When I signed up in June 2016,the autopay started at 9:00 pm on the 'AutoPay' date.  Now, I'm seeing it trigger early to mid-morning on the 'Due' date.  This is what I'm trying to explain.

[stonechucker]

@will13am, yes I'm aware of this, however, when I first signed up, the AutoPay started at 9:00 pm (Toronto) time, and ever since that time (June 2016), it's been starting later and later, now being at least 9 hours delayed on my last renewal.

It's so frustrating... I know the steps that are taken, I just don't understand why there is such a delay in processing now, as compared to June 2016.  Sure, there are a large number of newer subscribers, but that can't be the whole reason.

[will13am]

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wrote:

@jennie4990, in my experience, the AutoPay is starting AFTER midnight, following the day of what is listed in your Self-Serve overview pane.  Lately, it's been almost 6 am (Toronto Time) that it is occurring.

However, at that time, I still have phone service.  Are you without service right now, or are you simply assuming you do not have survice, because of a warning message on Self-Serve?

*IF* you have service, please let the process do it's thing.  It should complete by noon hour (Toronto time).  If you DO NOT have service, please contact the @CS_Agent via private message to look at your account.

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@stonechucker, if you look at the rewards page in the self serve portal you will see a different renewal date than what is shown in the overview.  This is the real renewal day.  What we see on the overview page is the day before.  The SMS notifications we receive actually point to the date shown in the rewards page.  Nice and confusing...

[stonechucker]

@jennie4990, in my experience, the AutoPay is starting AFTER midnight, following the day of what is listed in your Self-Serve overview pane.  Lately, it's been almost 6 am (Toronto Time) that it is occurring.

However, at that time, I still have phone service.  Are you without service right now, or are you simply assuming you do not have survice, because of a warning message on Self-Serve?

*IF* you have service, please let the process do it's thing.  It should complete by noon hour (Toronto time).  If you DO NOT have service, please contact the @CS_Agent via private message to look at your account.

[will13am]

@jennie4990, do you have auto pay enabled with a valid payment card (credit card or visa debit card) added to the account.  Assuming this to be the case, you are saying that the system is unable to take funds from the payment card on renewal day and your account goes into suspension?  This is very unusual.  The typical issues are with adding a payment card to an account.  Often address conflicts get in the way.  Anyway, if for whatever reason a valid payment card is not being debited funds on renewal day, then the only solution is to reach out to the moderator team and have them investigate the account to see what is blocking auto pay.