Late by a day on my auto enroll and now they removed my promotuon

[Mrs1]

I was late by a day on my auto enroll because my card declined. I reactivated with a new card and my $3 that was deducted each month dissapeared. I had gained this when I signed someone on. How do I get this back?

[darlicious]

@Mrs1 

What plan do you have? Do you have the $10 50/50 plan? Unless you suspended via lost/stolen your rewards are applied well before autopay would have been triggered and failed.

[JL9]

As mentioned it was most likely in your available funds so while semantics, it worked out to the same 

[softech]

@Mrs1   If you have just paid the Full Plan amount, check if there is still a $3 sitting as Available Fund in your account before you open the ticket

Best is to check the Transaction log first

[RossN · Accepted solution]

@Mrs1 contact a cs agent

1. you can open a ticket through Simon here https://publicmobile.ca/chatbot.

2. alternatively you can private message them here

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

check your community envelope for a reply

[softech]

@Mrs1 the $3 should have already credited to your account when PM tried to renew.   That $3 should be in your Available Fund before you manually paid 

Usually PM will deposit the $3 reward credit to your account first (assuming you are on the old reward system, and you got it from Autopay discount ,  friend referral and Community reward) .   Then PM will try to use Autopay to get the rest of the money. 

Your credit card was declined but when you manually pay after, you should be just paying your $Plan Amount - $3 (because the $3 should be in your Available Fund already, your Amount due would have been reduced by $3 already).  

Please go through your Transaction log.

https://selfserve.publicmobile.ca/Overview/payment/Payment-History/

 Maybe post us a screenshot for the payment this time and last month for us to compare and advise