Data stopped working

[jace8290]

My plan is supposed to renew today, but this morning my data abruptly stopped working.

I recently had my credit card stolen so the payment method I had on file was no longer valid. I just changed my payment method and restarted my phone but it's still not working. What do I need to do now?

[jace8290]

Okay, maybe it just hasn't shown up yet. I changed it to my debit card before I made the top-up, but I don't see that charge anywhere...maybe it takes a while

[computergeek541]

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@jace8290 wrote:

Okay, so my service is working again after using that link, but for some reason, I don't see any charges to my debit card...the receipt on the self-serve also doesn't indicate to which card the payment was made...

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The payment would have been charged to whichever card is saved in your Public Mobile account.  Public Mobile doesn't allow multiple cards to be saved.

[jace8290]

Okay, so my service is working again after using that link, but for some reason, I don't see any charges to my debit card...the receipt on the self-serve also doesn't indicate to which card the payment was made...

[jace8290]

Thank you! This worked! It's strange that I couldn't access this screen from anywhere without that link

[computergeek541]

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@hairbag1 wrote:

@jace8290 

looks like a partial payment was deducted anyhow. Did that come from new payment card or..?

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The screenshot shown isn't a payment history.  It only shows that the customer has $45 in the Public Mobile available account balance and that an additional $30 will be needed to renew the plan. Also, as of the time of the screenshot, the renewal process has not yet completed.

[Dunkman · Accepted solution]

@jace8290 

Try the following link:

https://myaccount.publicmobile.ca/en/account/payment/funds/card

Try to load up $30 and that should restart your plan

[Meow]

This is strange as systems says he has 45 available funds and 45 has been deducted with 30 owning. If he has 45 available then all should be taken from it?

Use computer to log in, clear cache, try incognito mode to confirm you do have available funds. It that is correct open a ticket so agent can sort this out.

[jace8290]

No payment has been deducted yet...it just says how much is due

[hairbag1]

@jace8290 

looks like a partial payment was deducted anyhow. Did that come from new payment card or..?

[jace8290]

I don't see that option under Payment...

[hairbag1]

@jace8290 

log in to your account > Payment > Add Funds with Payment Card...make payment to Resume service.