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My account has enough funds, but it says it's suspended..

buddy128
Great Neighbour / Super Voisin

So my account has the required amount of cash sitting in it, today is the due date. But it doesn't show the payment having gone through, and that my plan is suspended. My next move after some page refreshes was to go to payment and try to pay it off. Says the money due is already in there. Any help???

10 REPLIES 10


@Pascontente wrote:

For emergency I'm talking more about if the school is trying to reach me or if my sick mother needs to call me 😞

The amount due is 0$

So I can't make a payment. 

I'm soooooo unhappy with public mobile now.

I have important phone calls to make and I'm waisting time trying to fix this


Do you see any money in your Available funds?

If there is enough there to pay for the plan , try to Suspend then Reactivate the account.

If there is no money there, then make a payment equal to or a bit more than the plan cost. If you see a Reactivate button, click on it.

 

Note: Try using a browser in incognito mode if the website is buggy.

Anonymous
Not applicable

 @Pascontente : The amount due is buggy. Choose "Other".

Pascontente
Great Neighbour / Super Voisin

For emergency I'm talking more about if the school is trying to reach me or if my sick mother needs to call me 😞

The amount due is 0$

So I can't make a payment. 

I'm soooooo unhappy with public mobile now.

I have important phone calls to make and I'm waisting time trying to fix this

Anonymous
Not applicable

 @Pascontente : Any modern phone even without a SIM in it can call 911.

Manually add in an "Other" amount to get your balance up to your plan cost. It should renew. If you have no services.

Pascontente
Great Neighbour / Super Voisin

Same here and I'm not happy about that as I need my phone now. This is ridiculous and not safe in case of emergency... 

 

Any help?

buddy128
Great Neighbour / Super Voisin

Definitely what happened. I was up on a late nite when my paycheque came, and the first thing I do is top up my account, and make sure I've left enough to pay my internet bill as well. Appreciate the help from not only you, but everybody else

 

@buddy128 

The general rule of thumb is if your services are working then do nothing but if you depend on autopay or you topped up your account after 2am eastern there is a possibility that you could have your services suspended if autopay fails or your top up was late but lately renewals have been running 6 hours behind so it's hard to tell when and if your services will be suspended other than checking your transaction history to see your 30 day plan ($10) and your 100 minutes($5) or data amount ($15+) debited from your account balance. 8am eastern has been of late the time debits have been occurring.

 

You cannot force the renewal system to take your plan amount until after it attempts to debit your available funds or autopay attempts to charge your card once that happens missed payments can be manually paid.

 

In a perfect pm renewal world the following timeline applies...

Spoiler
Spoiler

3 days before your renewal you will get a reminder to pay text from pm (611). You will get this text whether you have paid ahead of time or not or whether or not you are set up for autopay. You can use this as your reminder to top up your account.

 

At about 6pm on the evening before renewal your account status will change to expired as your 30 day plan is about to expire. Unless you have no services this is perfectly normal.

 

On the day of your renewal at midnight eastern your plan will renew and any counters ( like data) in your account will reset to zero (0/1024mb). Rewards will be converted and applied to your balance as available funds.

 

At 2am eastern your plan amount will be debited from your available funds in your balance. If there is insufficient funds in your balance to cover your plan amount the difference will be charged to your autopay card as an automatic top up. Your card statement will show this amount+taxes.

 

Your payment history will show 30 DAY PLAN....$10 and depending on your plan either your applicable data amount 1 GB OF DATA AT 3G SPEED....$15  or 3GB/$25 or 5GB/$30 and so on or for the $15 plan the talk portion 100 Minutes Talk Booster......$5.

 

If an automatic top up and/or the plan/data/minute debits/credits do not show in your payment history by 3am eastern you have likely suffered an autopay fail. You will have until 6am eastern to make a manual top up and reactivate your plan. If reactivate does not take your plan amount from your balance then briefly suspend your service via lost/stolen. This forces the payment and the transactions will show up in your payment history.

 

At 6am eastern any account  that has not paid for their plan amount in full will have their services suspended or if its been 90 days these accounts will be cancelled and deactivated and lose their phone number. Active accounts will change from expired/suspended to active status. Occasionally this process is delayed up to 6 hours or so....check your transactions in your payment history for confirmation.

 

At noon eastern you will recieve two texts from 611. The first confirms your rewards were successfully applied to your account. The second confirms your plan has successfully renewed. Not recieving the second text indicates an autopay failure.

Triguy
Mayor / Maire

It is part of the renewal process.  It should show active later today.  As long as your services work then ignore the suspended status.


@buddy128 wrote:

Stranger yet, is that my data and calling work as if it is paid


Your account is going through renewal.

If your service is working, all is good.

Just be patient, it will fix itself after a few hours.

 

Usually, when accounts undergo renewal, they will show "suspended" for roughly a 24 hrs period, starting on the eve of renewal date and ending the next morning. Just ensure that there is money in Available Funds. However, if one pays by credit card with Autopay activated, it's a good idea to keep an eye on the process because autopay sometimes fails. In that case, a manual payment is needed to reactivate the account.

 

Note: If you encounter website errors, try  using a browser in incognito/private mode.

buddy128
Great Neighbour / Super Voisin

Stranger yet, is that my data and calling work as if it is paid

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