My service is suspended

[behnam]

Hi,

My service is suspended and I noticed the reason is that I my account balance is not paid. I have registerred for the autopayment and don't know why you couldn't charge my credit card. I have been using autopayment for over 3 years. Even I tried to log into my account and couldn't do that. I tried to pay my balance calling *611, but it didn't help. Would you please tell me what's the problem and how can I solve it

[dust2dust]

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@Yummy wrote:

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You can pay by voucher via 611 or RTP (real time payments) to reactivate your account and recieve the 2FA verification code via SMS text message to your phone. You should then be able to access your account and update your card details. Here is some updated info you may find helpful.....

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How one is supposed to receive 2FA verification IF account is suspended??????

Suspended account = no service; no service = no SMS. Am I missing something???

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@Yummy- You are. I bolded the keywords.

[Yummy]

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@darlicious wrote:

@behnam 

You can pay by voucher via 611 or RTP (real time payments) to reactivate your account and recieve the 2FA verification code via SMS text message to your phone. You should then be able to access your account and update your card details. Here is some updated info you may find helpful.....

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How one is supposed to receive 2FA verification IF account is suspended??????

Suspended account = no service; no service = no SMS. Am I missing something???

[HALIMACS]

@darlicious 

Dang it, a missed word changes everything!

i wrote “remove the card all together, and then re-enter all the information”

 should have read “remove the card information all together, and then re-enter all the information”

I am aware we cannot remove the card all together, otherwise the folks who ask about doing this when leaving would have that option instead of just unticking the enable auto pay field.

 Thanks @darlicious  🙏 

[darlicious]

@behnam 

You can pay by voucher via 611 or RTP (real time payments) to reactivate your account and recieve the 2FA verification code via SMS text message to your phone. You should then be able to access your account and update your card details. Here is some updated info you may find helpful.....

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

@HALIMACS 

You cannot remove the card info on file only replace it.

[esjliv]

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@behnam wrote:

Thanks for your reply. You are right and the problem is my credit card's expiry date, but how can I change my credit card for the autopayment. I tried to log into my account and couldn't and now it is blocked for 3 hours. are there any way for me to change my credit card by phone?

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@behnam no, you cannot update your credit card by phone. You will need to do this through My Account, or ask a CSA to help you update it.

Reach out to CSA by methods provided by @Yummy above if still having issues logging into your My Account. 

[BKNS27]

@behnam 

Your CC normally expires after 4 years so 
unfortunately AutoPay sometimes fail but what you could do to access your account to change the CC.

First you need login to your account and have the 2FA code sent to your email because it won’t sent it by text since your account is suspended.

Once you are in your account, enable AutoPay button in the Payment section.

[HALIMACS]

@behnam 

I figured it might be that. Those things tend to sneak up on us every few years.

when updating the credit card expiry, you’ll need to make sure to remove the card all together, and then re-enter all the information.

once you make the payment required to restore service this time, your subsequent renewals should function as they have before.

[hTideGnow]

HI @behnam   there is no more lock on My Account on this new site

just close the browser windows, reopen and open Incognito mode and try again

If you can login , just go to Payment & Add-ons page, then select Manage Payment Method and the Update Card information to update the card

once updated, make a manual payment to resume service

[esjliv]

We are customers like you here on the forum @behnam .

Are your services working? If so, and today is your renewal day then, let the plan go through its renewal process and the suspended status should clear up soon today.

If you have no services, then see other posts to help you get back into your My Account to make a manual payment to reactivate it.

[Handy1]

@behnam  First try loggin in again incognito mode / private mode clear web browser cache / cookies there’s terrible cache issues on pm website once logged in go to payment tab make payment and update cc info 

[behnam]

Thanks for your reply. You are right and the problem is my credit card's expiry date, but how can I change my credit card for the autopayment. I tried to log into my account and couldn't and now it is blocked for 3 hours. are there any way for me to change my credit card by phone?

[hTideGnow]

HI @behnam   Yes, Autopay might fail.  It does not work well all the time

you can login to My Account , then manually pay by clicking on Reactivate my plan 

or you can use *611 to manually pay (but using *611 to pay requires the 4 digits pin)

[Yummy]

Sometimes autopay fails. Nobody knows why...

Try to log in using computer and manually pay.

Try calling 611 and pay that way.

If everything fails, contact agent for asssitance.

To Contact CSA-agent; there are 2 methods:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly.

- Send a private message to the CSA - agent by clicking (Ctrl+)Here

[HALIMACS]

Have you checked the expiry on your credit card? And I presume you’ve tried all calling and texting services and none of them work. If this did occur around your renewal, it’s likely your auto pay has failed, which is rare, but does happen around here.

[Handy1]

@behnam  If you get a voucher and 611 no pin is needed 

edit try again in incognito mode /private mode there are cache  issues