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09-26-2020 06:41 PM - edited 01-05-2022 01:21 PM
I have 2 accounts set up for my kids that are on autopay. Funds were taken from bank on Sep 24, but both accounts are suspended due to lack of funds. How do I get this fixed??
Solved! Go to Solution.
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09-26-2020 10:30 PM
Could it be possible that it takes a few days for the bank to process the payment a few days later? I would call you bank as well make a manual deposit contact moderators so they can look into from there end
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09-26-2020 08:57 PM
Well that's weird. Autopay took the funds but did not apply the payment. However the payment doesn't show as a balance nor does it show in the payment history? I would make a manual payment and reactivate the plans/services and then have the moderators sort out what happened to the autopay debits.
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09-26-2020 08:31 PM
Are you a day or two on either side (or is this the day of payment due) of your payment date? I don’t remember what my account said...inactive or.......but I was told that was a normal thing here....a glitch. I just don’t remember the message....darn it. I use the hybrid pre payment plan and never look at my account on or near my payment date.
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09-26-2020 07:39 PM - edited 09-26-2020 07:42 PM
@Jigjeww wrote:Thanks for the suggestion but it did not work
Top of this page, click Get Help / Chat with Simon. Type "autopay failed" then "talk to a human" and you'll be able to start the process of moderator assistance.
Watch the little envelope icon on top right side of page...it'll be highlighted when they reply to you.
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09-26-2020 07:33 PM
Thanks for the suggestion but it did not work
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09-26-2020 07:29 PM
@Jigjeww wrote:no
I'd try logging in to one of the accounts and manually add $1, then reboot phone to see if that helps.
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09-26-2020 07:27 PM
no
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09-26-2020 07:26 PM - edited 09-26-2020 07:27 PM
@Jigjeww wrote:No. My bank account shows the funds removed 2 days ago (set up on autopay), but the funds have not been applied to the public mobile account. Accounts have been suspended today as the payment is not applied.
When you log into each account, do you see the $$$ in Available Funds for each account ?
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09-26-2020 07:20 PM
No. My bank account shows the funds removed 2 days ago (set up on autopay), but the funds have not been applied to the public mobile account. Accounts have been suspended today as the payment is not applied.
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09-26-2020 07:17 PM
@Jigjeww Are the funds actually shown as being in your Public Mobile account but the plan didn't renew?
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09-26-2020 07:13 PM
@Jigjeww wrote:I have 2 accounts set up for my kids that are on autopay. Funds were taken from bank on Sep 24, but both accounts are suspended due to lack of funds. How do I get this fixed??
When is / was their renewal dates ?
If the phone features are still working, then the renewal process hasn't completed yet.
If phones are NOT working, then contact moderators as suggested above.
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09-26-2020 06:48 PM
@Jigjeww wrote:I have 2 accounts set up for my kids that are on autopay. Funds were taken from bank on Sep 24, but both accounts are suspended due to lack of funds. How do I get this fixed??
To prevent autopay from failing in the future, the recommendation is to add funds to the accounts a few days before renewal. You can just leave the cc on file for the autopay reward.
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09-26-2020 06:48 PM
@Jigjeww try manually making a payment to reinstate the accounts.
- call 611
or
- login to your self serve account
- click "make a payment"
- for preferred payment type select "other, enter the desired amount" do not choose "amount due"
- add the funds and click "reactivate"
- restart the phone
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09-26-2020 06:45 PM
Speak to moderators. Click question mark to open a ticket through the chat bot or send them a private message