I had $7.00 on my account and I bought vouchers

[edmunday35]

I Had $7.00 balance on my account and I bought $10 & $20 to top up my account to pay for my April service.

Much to my surprise, the funds were applied leaving $2.00 but no service on April 2-4 I just bought $40 so I could have services so, I'm wondering what happened

[darlicious]

@edmunday35 

Ok so your new 30 days of service started today. That makes things easier. So your $35 original payment got caught up in the April Fools Day renewal system issue. So contact customer support to credit your account the missing....ish $35. It will pay for your next renewal. If you feel really put out ask for a data add on or a international calling add on as compensation for your hassle and loss of service over the weekend.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[edmunday35]

40 did reactivate the service but for the weekend I didn't have it available(though I had paid the 2 vouchers and it took money from my available funds in my account)

[darlicious]

@edmunday35 

Did the $40 voucher reactivate your plan services? If not then log in. Go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. This should reactivate your plan. Check your transaction for your plan amount and today's date. Log out and reboot.

Then contact customer support to properly credit your account for the rest of the snafu.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[edmunday35]

2 vouchers and remaining account funds applied to service April 1, no service available until I bought another $40 voucher this AM to allow me to use the phone services

[edmunday35]

Already applied for the 35 Plan, but the previous money(including the previous 7 in my account plus the 10 and 20 are AWOL)

[darlicious]

@edmunday35 

I take it that you have the $35 plan. From your description does your transaction history look something like this?

• $7       available funds
• $10+  voucher top up amount
• $20+  voucher top up amount
• $37=  available funds
• ?? Now do you also see the following:
• $10 -  30 DAY PLAN
• $25 -  2.5 GB OF DATA AT 3G SPEED
• $2 =   Available funds

If this is what you see then you need to reprovision your sim card to get your services working. If you have another $40 voucher you were planning to load onto your account I suggest you try the following:

Log out of your self serve account and reboot your phone. Call 611 and press (1) and (1) again. Enter your 12 digit PIN # from your pm voucher. 611 will verbally confirm if you successfully added a payment and send you a confirmation text. Your plan should have automatically reactivated once the payment was added from your pm voucher.

Log back in and check your account status on the overview page and your available funds in your account balance. Then check your transaction history to see if your plan amount was charged twice or not and if the reactivation has changed the start of your 30 DAY PLAN from April 1st to 4th. If a credit for unused service or double plan amount charge is showing contact customer support to credit your account.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[Meow]

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@edmunday35 wrote:

Transactions show 20 and 10  vouchers being applied on april 1

---

So far so good!

Do you see these $30 (+ whatever you had on your account) on your account?

[Meow]

What do you see on your Transaction History?

On April 1st PM had massive autopay outage and manual payments so your transaction might be affected.

[softech]

@edmunday35   there were some issues with renewal on April 1st.  Although it is now resolved, selected customers still have service/renewal issue and you could be one of them.

https://productioncommunity.publicmobile.ca/t5/Announcements/Resolved-System-Issue-Accounts-in-Suspe...

Please open a ticket with PM Support and have them to fix it on the backend:

1. If you have access to Self-Serve My account: 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. If you don't have access to My Account or have trouble with above method: 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

[edmunday35]

Transactions show 20 and 10  vouchers being applied on april 1

[edmunday35]

Showing I have a balance of $7 after adding a $40 voucher to get it active the 30+ i added on April first just disappeared

[CountyDownIeUk]

@edmunday35 

Look at your My Account “transactions” and will tell you more accurately that we can tell you. 

[JL9]

Did the suggestions below get you back on track? If not, there are a few customers who are still affected and have been getting it resolved by CS Agents, that would be your best bet.

[Meow]

If you paid your plan in full, try to manually reactivate your service go to the plans or usage page and click on the lost/stolen feature. Suspend your service. Log out/in. Resume your service. Your plan should automatically reactivate.

[darlicious]

@edmunday35 

Does your transaction history show your plan amount debited from your manual top up payment? What is the date of your plan amount being debited? Take a screenshot of your transaction history and your overview page. Then go to your plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service.

Has your account status changed? Any changes in your transaction history? If there are updated changes screenshot both of those pages again. Log out and reboot your phone. Do you have any working services?

If yes....rejoice! If no and/or your service is active but with your 30 DAY PLAN  starting on April 1st contact customer support to adjust your plan dates or credit your account for the lost days of service. Alternatively if you still don't have service get the CSA to reprovision your sim card and reset your account.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[softech]

@edmunday35   There were some issues with Public Mobile about renewal on April 1st, not sure if you were part of it

So, you still have no service now?  What is the account status showing on your My Account?