New customer AutoPay not working

[LorrieB]

I joined last month with AutoPay. Now I'm being told that my account is deactivated due to no payment. I tried two credit cards, both were refused. My credit cards are not the problem. WHAT IS THE PROBLEM WITH AUTO PAY AND WHY IS IT NOT WORKING. I've had so many problems with cell phone providers, I was really hoping Public Mobile was different. PLEASE ADVISE ASAP.

[LorrieB]

No, they have AutoPay, I just didn't know how to set it up. Thanks!

[LorrieB]

I never thanked you for all that information - much appreciated! I worked out the problem for now.

[darlicious]

@LorrieB 

If you attempted a manual top up payment with the card already on file and it was one of your first two attempts then something is not matching what your card issuer has on file for your name and billing address on file. Do you have an apt. or suite number? Add it to your street address or drop it altogether and just use your street address. Did you check the language that your address is in with your card issuer? Or any of the other suggestions in my post/spoiler? It can be the most minor of differences in address that will deny the payment.

For clarification your account services were suspended. If your account was deactivated then it's gone forever....that occurs after 90 days without paid services. If auto pay fails or if you don't have auto pay and you have insufficient funds to pay your plan amount you are given a 4 hour window to manually top up your account and force payment (via lost/stolen) before your account services are suspended.

Generally that is between 2am and 6am eastern. If renewal debits/payments run late then that 4 hour window is extended from the time the renewal payments are processed. The payment system will allow you to top up your account but won't allow you to force payment until after renewal payments have occurred.....this is the only clue you are given that renewals are running late past the scheduled 2am eastern time.

Unless of course you manually pay for your renewal ahead of time then you have a 100% worry free renewal as an actual renewal failure is exceedingly rare. I only know if it happening once.....to me the same day pm launched the first "more is merrier" campaign.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[hairbag1]

Log in to your account...is there sufficient $$ in Available Funds to cover the plan costs ? When was renewal supposed to occur ? Double check to make certain the cc on file, has been entered correctly. (90% of these types of problems are because incorrect info)

[dust2dust]

This is a prepaid provider. There is no extra time to let you pay. The contract is for 30 days.

[LorrieB]

I received the message this morning and my service has been DEACTIVATED even though I signed up for Autopay. 

[LorrieB]

I did try to make a manual payment and it was refused. Unbelievable.

[LorrieB]

AutoPay fails sometimes? That's not what a new customer wants to hear, especially when they CUT OFF SERVICE.

[dust2dust]

The idea of buying a voucher just to get your account working again is better than stressing over this. Then you can get the card problem fixed while things are working.

[hTideGnow]

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@LorrieB wrote:

I paid when I signed up, and I registered for Autopay. It says it clearly on my contract, and there's nothing wrong with my credit card. AND NOW I HAVE NO PHONE SERVICE.

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HI @LorrieB Autopay fails sometimes.  Open a ticket with PM and have them to help to get the CC back on the account first

FYI, if it happens again next time, do not try to remove or update the card, just go to make a manual payment

[CountyDownIeUk]

What exactly is the message you are receiving? Are you a day or 2 before your next payment. If yes....that message can be ignored. What does the message say?

[LorrieB]

I paid when I signed up, and I registered for Autopay. It says it clearly on my contract, and there's nothing wrong with my credit card. AND NOW I HAVE NO PHONE SERVICE.

[hTideGnow]

HI @LorrieB   If you tried too many times, it might have trigger a lock on your account.  So, there is no credit card on your account now?  Contact CS Agent and have them to check if there is any lock and have them to add the card for you.  Once the card is added, you just need to make a manual payment to reactivate the service

To open ticket with PM Support,   Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. type: Contact CS Agent
2. Click "Contact Us"
3. Click "Other"
4. Click "Click here to submit a ticket"
5. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[darlicious · Accepted solution]

@Luddite 

Maybe you should edit this one too....thx!

@LorrieB 

There is likely an issue with your address not matching your billing statement exactly. For now you must wait one hour before trying again. In the meantime find out if your billing address with your card issuer is in French or English as that can be an issue as well...it has to be in the same language. Otherwise follow the tips in the spoiler below.

Spoiler

I just click on one time payment and in the middle of the page you can click on manage my card. Then I follow this procedure....

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.
   
   Also use the full name on the card.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from customer support.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[hairbag1]

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@LorrieB wrote:

I joined last month with AutoPay. Now I'm being told that my account is deactivated due to no payment. I tried two credit cards, both were refused. My credit cards are not the problem. WHAT IS THE PROBLEM WITH AUTO PAY AND WHY IS IT NOT WORKING. I've had so many problems with cell phone providers, I was really hoping Public Mobile was different. PLEASE ADVISE ASAP.  My email is xxxxxxxxx and my phone number is xxx-xxxxxx

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You can get a payment voucher at local 711, then dial 611 to add them to your account.

After that, reach out to CSA to see what the problem is with cc.

[JL9]

Sometimes there are errors that occur with Autopay and you can usually be resolved fairly quickly but double check the points below and if it is still not working reach out to PM agent to assist you with it

[pkaraa]

First please remove your email and phone number from your post.

Contact support agents and create a ticket for them to look into. In case there is a mismatch on postal code or something which is common error OR something else, they ll be able to help you.

Click on the bubble on the bottom right and create ticket OR send them a direct msg to CS_Agent. 

Keep checking the envelop sign on the right top area of this page.

[Meow]

Please edit your post and remove your phone number. This is public forum.

Do you see this on your account

It will tell you if autopay is active or not. First payment is always charged immediately and every other renewal should be through autopay.

Did you register your credit card with PM?