Autoplay no longer working?

[Sejanus]

So here's the situation.

I have been on public mobile for over 2 years, with autopay setup without any difficulties whatsoever. This month however when I expected my bill would auto pay as there was more than Apple money in the bank account tied to the Visa card it was rejected. I have followed instructions to verify my credit card with my bank . I have also followed instructions to verify the credit card numbers are accurate and nothing has changed with public mobile. I am curious if anyone else seems to be having this problem right now and if it is not just me.

Eventually I did go in and get it to take a manual payment from the exact same credit card the money came out of the account everything was fine as expected. Here's where it gets interesting. My due date for payment on autopay was September 24th 2020. That's previously mentioned it did not come out even though sufficient funds were in place. After getting the payment to go through today at 12:05 p.m. I get a similar text from their star 611 service telling me once again my payment has been declined and to check my credit card information. I have done as instructed. They got the money.

I am curious what is going on there if anybody actually knows? Needless to say they screwed me out of my auto pay rewards and other rewards for this pay. I had to Pony up extra to cover that as well. Really scratching my head on this one and honestly it's becoming more trouble than it's worth.

[geopublic]

@Sejanus  It a known issue and Public Mobile is aware of it. Nothing wrong with your card, the problem is that on occasion Auto-Pay will timeout when trying to process payment and as a result will fail and the customers account will get suspended.

The text message that you received notifying of the failure is a stop gap measure that PM announced until they fix the problem. Hopefully they will fix it soon.

[popping]

@Sejanus 

PM server had quite a few autopay issues lately.

To avoid this issue, add fund to your account using your autopay cc as soon as you receive your PM reminder text message.  Renewal with enough available fund always works.  As long as your autopay is enabled, your will get the $2 credit on your renewal date.  It does not matter whether fund is coming out from your autopay cc or not.

After paying your full plan fee to reactivate your plan, your rewards may be credited as available fund in a \few days.  If not, create a moderator support ticket to ask for the rewards credit because it is not your fault.  https://publicmobile.ca.ada.support/chat/

[Helpershelper]

@Sejanus 

Sometimes people’s credit cards expire this month for example, and they don’t realize it. other than that, it’s rare but these problems can pop up from time to time.

[dabr]

@Sejanus   Yes unfortunately there seems to a post almost daily about issues with autopay lately and with customers who have had it set up for a long period and never experience any problems before. 

BTW is your phone service working?  The text message could be just the standard text being sent out when payment hasn't gone through as scheduled and since you've made a payment you should reboot your phone if your service is interrupted.  You can also try the re-activate button in your self serve account and then restart the phone.

I think you should be messaging moderators as to what happened with your account regardless of whether your phone is working so that they can take a look as to why this keeps happening. 

[hairbag1]

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@Sejanus...

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Log into My Account and see if your $$ are sitting in Available Funds

[JoyLuck]

@Sejanus 

Autopay does sometimes fail. Contact moderators regarding your rewards.

It is recommended to add money to your account a few days before renewal so this does not happen. You can leave the cc on file for the autopay reward.

Here’s how to contact the Moderator Team (Public Mobile representative) for assistance:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.