Community

Kenaw · ‎12-30-2021

I thought when this account was set up that Autopay was set up. Now I find that the account has expired even though there is a $15 dollar balance on the account. I can't find a way to set up auto pay and when I try to pay 'the balance owing' I get a message that says 'Your account already has enough balance'. So what is up?

darlicious · ‎12-31-2021

@Kenaw

Don't do anything else in your account and wait for customer support. If all you did was try to add funds and suspend via lost/stolen then it's not unknown for accounts to display the wrong amount or even change plans on their own rarely but it happens. The $10 plan can be readded to your account by a senior CSA if this is due to a glitch or CSA error as I have heard of it being done so long as the error is not on your part.

Did this happen after you suspended via lost/stolen and then resumed service?

Anonymous · ‎12-31-2021

@Kenaw : Did you previously muck around in Change plan trying to figure this problem out? The $10 plan is gone. If you changed out of it then you would not be able go back to it. Maybe the CSA's could pull off some magic but if you did the change then that's kinda on you.

Edit: While it's still suspended, you could go ahead and change to the $15 plan out of the $25 plan. Or wait for the CSA's.

softech · ‎12-31-2021

@Kenaw wrote:
Okay that kind of worked but kind of didn't. The plan now shows as the $25 plan and it should be the $10 plan. Yet I can't go in and change the plan because the option to do so is greyed out.

@Kenaw , There is a no more $10 plan now. You had $10 plan from before? Did you make any plan change to $25? If you did , you cannot change it back to $10 as it is a grandfather plan.

If you changed to $25 plan from $10 or $15, then it explains why it is still suspended, you mentioned you had $15 in the account before , and you possibly added $1 as advised by us, so, you only have $16 and not enough for the $25 plan.

Can you login to My Account and send us a screenshot from Overview tab showing your current plan? A screenshot like this one

HALIMACS · ‎12-31-2021

@Kenaw wrote:
Okay that kind of worked but kind of didn't. The plan now shows as the $25 plan and it should be the $10 plan. Yet I can't go in and change the plan because the option to do so is greyed out.

You'll definitely need the assistance of Customer Support for that one @Kenaw

Sounds like you're on an old 'grandfathered' plan - gosh i hope Public Mobile can re-assign that account again...

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select contact Customer Support Agent, then select other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Kenaw · ‎12-31-2021

Okay that kind of worked but kind of didn't. The plan now shows as the $25 plan and it should be the $10 plan. Yet I can't go in and change the plan because the option to do so is greyed out.

HALIMACS · ‎12-31-2021

@Kenaw

Try the lost/stolen trick to see if services can resume.

If not, try taking a working SIM card (from your device) and put it in his to see if his device can function.

If it doesn't, try checking here:

https://www.devicecheck.ca/check-status-device-canada/

If the device is not on the blacklist, contact a customer support agent for reactivation assistance:

To contact CSA, there are 2 methods:

Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select contact Customer Support Agent, then select other (or the topic that more closely matches your request). Click the result which states Click here to submit a ticket and follow the prompts, or,
Send a private message to the Customer Support Agent by clicking here You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

darlicious · ‎12-31-2021

@Anonymous

Indeed it does but I would suggest contact well before midnight mind you I reactivated an account shortly after 9pm pacific and sent a private message to customer support not long afterwards and discovered the lovely Violette had added the holiday gifts to the account about an hour after I sent my message. Unexpected but fabulous late night service!

Anonymous · ‎12-31-2021

@jib_tech wrote:

Did you get the text from pm about the holiday gifts before it was suspended? If not contact customer support by the end of today to get them added or you will miss out.

There are time zones with customers in this country that are still on Dec 30. 🙂

The gift giving ends at 11:59pm ET of Dec 31...tomorrow out in the real west.

jib_tech · ‎12-31-2021

@Kenaw

Use lost/stolen trick that should work.

Did you get the text from pm about the holiday gifts before it was suspended? If not contact customer support by the end of today to get them added or you will miss out.

softech · ‎12-31-2021

@Kenaw try the lost/stolen phone trick.

Login to My Account
. Report your phone lost/stolen using Plan and Add-Ons -> Lost/Stolen Phone
Logoff My Account
Wait 5 minutes and login My Account again
reenable the service by reporting the phone Found
Re-start you phone to provision your account again. i.e. enable all features of you plan again.

See if it works

darlicious · ‎12-30-2021

@Kenaw

Oh that's different. Go to the plans or usage page and click on lost/stolen. Suspend the service. Log out/in. Resume the service. The plan will automatically reactivate since you already have enough funds to pay for the plan.

Edit:

Your plan is $15? Otherwise top up the account the amount of the plan by choosing other amount.

Kenaw · ‎12-30-2021

The account info says it was suspended on December 5 - I tried adding a $1 which was accepted, and did what you suggested but it still is not working. This is my husbands phone and he probably hasn't made any outgoing phone calls on it - and would not then be aware if anyone was calling him. So he wouldn't know the account had been suspended.

Kenaw · ‎12-30-2021

Because the account says that it has been suspended.

Kenaw · ‎12-30-2021

The service is not working and shows as suspended.

Tried putting in a payment of a $1 and it was accepted the account balance is now showing as $16. The cost of the plan is $10 per month plus tax - so it is overpaid as it is. I pushed the reactivate button then I rebooted the phone and there is still no service to the phone.

darlicious · ‎12-30-2021

@Kenaw

If tonight is your renewal this is normal. Payment will be taken from your available funds and sometime between 6am eastern and noon tomorrow everything will return to normal and your status will return to active.

Check the bottom of your overview page to see if you are registered for dynamic autopay so that you recieve your $2 reward. If not go to the payment page and register for autopay.

softech · ‎12-30-2021

@Kenaw Did you check account status in My Account ?

If it is showing expired and the renewal date is tomorrow (Dec 31) and service is working now, ignore until tomorrow and see if renewal successes

If it is showing Suspended already, then try a Manual pay and submit a $1 payment. Go to Payment Tab, One Time Payment and choose Other and enter $1 and submit

If it work, see if there is a button Reactivate Current Plan and click it. Then logoff My Account and reboot the phone.

0PX9O4 · ‎12-30-2021

How do you know the account is expired? If just from self-serve, then you can safely ignore that until tomorrow morning.

Are your services interrupted?

computergeek541 · ‎12-30-2021

@Kenaw wrote:
I thought when this account was set up that Autopay was set up. Now I find that the account has expired even though there is a $15 dollar balance on the account. I can't find a way to set up auto pay and when I try to pay 'the balance owing' I get a message that says 'Your account already has enough balance'. So what is up?

If your service works, ignore the message. That expired message will show up shortly before every renewal.