My plan was cut off and not I am locked out and I am on automatic pay from my creditcard???

[dylan02]

Today it says my payment was not accepted. There are 4 people in my home all with individual plans and its automatic pay from the same creditcard.  Today it glitched on my account. I tried several times to get into my account and I am now locked out and it says contact Public Mobile.  I am at a loss...I have done nothing different and my creditcard is working fine for everything else...please help!!

[geopublic]

@dylan02  This is a known issue with Public's Auto-Pay system on occasion not working.

Public is aware of the issue and still hasn't been able to fix it. You are correct it's not your fault and hopefully Public fixes this issue one day.

In the meantime try the suggestions to get up and running again and definitely submit a ticket asking them to fix this issue. Hopefully if the get enough complaints they will address the issue.

[RosieR]

---

@dylan02 wrote:

Today it says my payment was not accepted. There are 4 people in my home all with individual plans and its automatic pay from the same creditcard.  Today it glitched on my account. I tried several times to get into my account and I am now locked out and it says contact Public Mobile.  I am at a loss...I have done nothing different and my creditcard is working fine for everything else...please help!!

---

HI @dylan02 sometimes autopay fail.  If you are locked out of your self serve account, try doing a manual payment using 611.

Main menu >> press 1 >> press 2 >>  enter your 4-digit account pin number

Pay amount due or choose a different amount

I hope this helps.  Season's greetings!  🎄🎄🎄

[esjliv]

@dylan02 

You may need to contact moderators like @RossN posts.

But while you wait for a response, try clearing your brower's cache and opening a tab in incognito mode then try logging into your SELF SERVE again. If having issues try the "Forgot my password" option.

Good luck!

[Gunner123]

---

@dylan02 wrote:

Today it says my payment was not accepted. There are 4 people in my home all with individual plans and its automatic pay from the same creditcard.  Today it glitched on my account. I tried several times to get into my account and I am now locked out and it says contact Public Mobile.  I am at a loss...I have done nothing different and my creditcard is working fine for everything else...please help!!

---

@dylan02  hi sometimes a cc is flagged if there are to many debits to the same vendor around the same time,contact a moderator as suggested

[esjliv]

Hello @dylan02 ,

Do you still have services this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew. So if this is the case, ignore these messages.

If you have no services, and it is past your renewal, maybe your autopay failed?

Try topping up your account in your SELF SERVE or by calling 611 to your plan amount. If still no service (still saying suspended) go into the lost/stolen feature in your SELF SERVE account and hit "Resume".

Reboot your phone. All okay now?

[RossN · Accepted solution]

---

@dylan02 wrote:

Today it says my payment was not accepted. There are 4 people in my home all with individual plans and its automatic pay from the same creditcard.  Today it glitched on my account. I tried several times to get into my account and I am now locked out and it says contact Public Mobile.  I am at a loss...I have done nothing different and my creditcard is working fine for everything else...please help!!

---

@dylan02 

contact a moderator you can do so by clicking the chat bubble at the lower right corner,to avoid going around in circles with Simon say that you want a human to speak to, a ticket will then be generated briefly mention your issue 

 you should get a response between 2 to 48 hours a reply should show up in your little envelope in the top right corner, you can also  send a private message to the Moderators by clicking here.