Bills account suspended

[ashleycellphone]

I have auto pay and my account was suspended today saying insufficient funds but the bank said they paid. Why isn’t my plan working? I have had it for two years.

[softech]

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@ashleycellphone wrote:

my transaction log did not have a line Automatic Top-Up/Réapprovisionnements auto! Even though I have auto pay.

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Yes, Autopay Failed, it happens from time to time

Try again as what @darlicious suggested.  If still fails, I think it is time to open ticket with PM Support:

Spoiler

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

[darlicious · Accepted solution]

@ashleycellphone 

As long as your card has a valid expiry date and your billing address has not changed and you have not tried to pay more than 5 times with the card on file then wait one hour since your last attempt.  Follow these steps:

1. Clear your browser and use a different device if possible.
2. Reboot your device.
3. Open one tab only.
4. Use secret/incognito mode.
5. Chrome, Firefox, Safari or MS Edge work best.

Log in and go to the payment page. Choose other amount and enter your full plan cost +$1. Confirm and submit the payment. If you get the same message you may have triggered the fraud lock on your card. If you have another card use it for your second attempt at payment. If that fails then contact customer support to lift the fraud lock or look into what is causing the issue with the card. Be prepared to go purchase a voucher to add via 611.

[Meow]

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@ashleycellphone wrote:

When I try and make a manual payment it says: sorry your credit card was declined by your card provider. 

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Based on this info, is your credit card in order? Did it expired or temporary blocked by your bank due to potential fraud?

Did you try to pay with THAT credit card at any retail/grocery store?

[HALIMACS]

@ashleycellphone 

Maybe try a public mobile payment voucher, or use recharge.com

Below is where you can get vouchers:

[Anonymous]

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@ashleycellphone wrote:

I tried both of those and neither would let me pay

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@ashleycellphone 

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and try to contact CSA,

[ashleycellphone]

my transaction log did not have a line Automatic Top-Up/Réapprovisionnements auto! Even though I have auto pay.

[ashleycellphone]

I tried both of those and neither would let me pay

[softech]

@ashleycellphone   When you manual pay, where you paying with the option "Amount Due" ?  Did you try to pick "Other" and manually enter the Plan Amount + $1 extra?  It might work.

You also said the bank said it was paid, maybe it was just a pending charge?  Did you confirm from My Account , Transaction Log?  if it was paid, you should see a line Automatic Top-Up/Réapprovisionnements auto. or Credit/Visa Debit TopUp-Réapprov crédit/Visa Débit  If you don't see such line, PM hasn't take money from you yet

[esjliv]

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@ashleycellphone wrote:

but when I try to manually pay it won't let me

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@ashleycellphone  - so you must have no services then?

Website can be finicky. Can you try a totally different device?

OR, How about trying to make a manual payment by calling 611, since you have a credit card registered already.

[HALIMACS]

@ashleycellphone 

If you've tried more than a couple times you may be on a temporary lock. 

Wait 50 minutes

Clear cache and cookies

Open incognito tab

Try again

[ashleycellphone]

but when I try to manually pay it won't let me

[esjliv]

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@ashleycellphone wrote:

I have auto pay and my account was suspended today saying insufficient funds but the bank said they paid. Why isn’t my plan working? I have had it for two years.

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@ashleycellphone  do you mean you have no services by the statement you made above?

If no service, than yes, a manual payment will be needed to reactivate the plan/account.

Expired/Suspended messages show up on your account the night before and the morning of your renewal. 

If all your services are working, and these are messages you are seeing on your Self Serve account, you can safely ignore them.

[Anonymous]

@ashleycellphone 

if showing at your Self-Serve a messages those Expired or suspended and your services are working, just ignore,,

all customers getting those message the night before day of renewal.

on the date cycle payment is will automatically renewal.

close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment 

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. you will do manually enter Amount:$$ + $1 extra

7. Click ‘Submit’,

9.after payment successful,  you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.

10. and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

1. Add Funds to your Plan Amount through Self Serve  
2. Go to “Plan and Add-Ons” TAB
3. Select "Lost/Stolen Phone" TAB
4. Select "Suspend Service" BUTTON
5. Then, Select Resume/Reactivate Service
6. Reboot your phone,
   what is meant by rebooting the device turn off and turn it back on.

and if can't fix it you need To Contact Customer Support Agent by CS_Agent, and Explain your issue to them can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by Submit a Ticket,

• 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 Customer Support Agent by CS_Agent, Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
• phone number,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
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         Good Luck.

[darlicious]

@ashleycellphone 

Don't try more than twice or you have to wait one hour to try again. Check your credit card...has it expired?

[ashleycellphone]

It won’t let me make a manual payment 

[ashleycellphone]

When I try and make a manual payment it says: sorry your credit card was declined by your card provider. 

[darlicious]

@ashleycellphone 

You can check your transaction history to see if an automatic payment was made. It would appear after your rewards were credited to your account. If no payment was made then you must make a manual payment to cover the difference between your available funds and your plan amount. Follow @JK8 's instructions to choose other amount and then enter the payment, confirm and submit. Your plan should automatically reactivate.

Edit:

You do this on the payment page.

[ashleycellphone]

My account did not renew for some reason and just said suspended but I have auto pay which doesn’t make sense.

it says my account is suspended. It says plan expired but where do I reactivate it?

[HALIMACS]

@ashleycellphone

Did your plan just renew?

Can you check on your self serve to confirm whether the account is showing as active or otherwise?

It is showing as suspended, try making a manual payment equal to your plan amount, and tap reactivate.

[ashleycellphone]

Will I always have to do manual now? Will they refund the autopay? 

[JK8]

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@ashleycellphone wrote:

I have auto pay and my account was suspended today saying insufficient funds but the bank said they paid. Why isn’t my plan working? I have had it for two years.

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Sometimes auto pay fails. Can you go into self service and make a manual payment. Choose other in the drop down menu and enter the amount of your plan.