My payment wasn't received.

[JaschaBull]

I had my credit card set to auto pay and this morning I got a message saying the payment wasn't received and that my account was on hold. The message said to click "reactivate account", but I couldn't find this on the main page, so I went to "payment" to send a manual payment of the phone bill, but I wasn't notified . I also noticed my plan is set to expire in a month, but there doesn't seem to be an option to renew this, as "change subscription" only gives the options to change to a costlier plan. I'm not sure how to renew the same plan I have to keep going after the month ends.

When looking at the payment history, I noticed the notes for this month and the notes for last month were the same, despite my phone working last month. I'm really stumped as to why this payment didn't take if apparently the same thing happened last month and it was fine. 

[hTideGnow]

hi @Jiliane PM is Prepaid carrier and sevice will stop if they cannot get the money to renew 

since it happened twice, ask PM support agent what was wrong, or maybe put in another card

to ask support agent  , please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

[Jiliane]

I switched to Public a month ago and this same problem happened to me today, during my first monthly renewal. I found out at 8am because my service was cut off! The payment was due to be taken automatically today using my card on file, but I was cut off instead. I couldn't even make a manual payment because I had a card on file, until 1pm when the app finally changed the payment page and a payment button appeared.

How do I know this won't happen every month? Seriously considering switching back to my old carrier if I can't trust I won't have my service cut due to system glitches 😞

[hTideGnow]

HI @JaschaBull 

if your PM services have no problem o, please ignore the message about the overdue issue.  It looks like there was a system glitch and those email were sent wrong, sent to the wrong group of customers

if you are concern, you can also  submit ticket with  PM support agent:

please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

[Handy1]

@JaschaBull i  If your services are still working . You can ignore this error message . A lot of complaints about this over the last 24 hours of error messages  to customers . Some sorta system glitch