Cancelling my autopay

[stephen_ja]

How can I cancel my auto-pay if I am locked out of my account and I don't remember the PIN

[hTideGnow]

HI @ikrasnikov   it could be just a glitch

you can easily message PM CS Agent and have them to stop that and refund.  Please message them:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

[ikrasnikov]

I have transferred my number from PublicMobile to Koodo. However, public mobile is still charging me monthly payment from my credit card. My public account is closed now and I cannot access to it. I need help to cancel the payments.

[darlicious]

@stephen_ja 

In a pinch you can place a hold on the payment card used for autopay before midnight eastern on day 30 of your cycle. Autopay wiil fail and your account will be suspended for non payment. Pay and reactivate before day 90 to avoid account cancellation and deactivation. Your phone number will be released back to the original provider. Remove the hold on the card around noon eastern the next day.

[BKNS27]

@stephen_ja 

You were locked out for too many wrong password attempts so wait 15 minutes to an hour and try login to your account but click on Forgot Password and answer the security question.

If all fails, you will need the help of a CS_Agent to help you reset your password but their hours are 6:00 am to 10:00 pm EST.

Or you can purchase a voucher and dial 611 and enter the voucher code to prevent a suspension on your account and can’t use your phone.

[Dunkman · Accepted solution]

@stephen_ja 

If you are locked out, you can wait one hour and try again to reset your password.

https://selfserve.publicmobile.ca/forgot-password/

(Check your junk folder)

If you can't access your self service account or access 611 (using PIN), you will need to contact customer service agent to get access to your account to remove autopay.  

https://www.publicmobile.ca/en/on/chatbot.  Type: I can't login.  Follow the prompts to submit ticket.  

CSA may ask a few questions to verify account ownership and then should be able to help you. Response times can take a few hours.  Check your private message inbox (envelope in upper right corner of website).