Payment not working

[Ddufour1989]

So I’ve been with public over a year and used the same credit card the entire time on auto pay. Suddenly it doesn’t work and my service is expired. Card is not expired, yes there is enough on it, I know it works because I used it today. So I do not have a working phone now. I have appointments scheduled. I need this fixed by an admin like now. 

[popping]

@Ddufour1989 

Since you had use your cc today. cc expiry date is not the issue.  Sometime, PM autopay failed.  

Login to your self-server account and add enough fund to your account to renew your plan.  After checking your amount of available fund in your account is equal to or more than your plan renewal cost, click the "reactivate current plan" link to renew your plan.

[HALIMACS]

@Ddufour1989 

Just to ensure there's understanding - you are chatting with other customers on this community forum, not Public Mobile staff.

I might recommend you pick up a payment voucher at one of the locations below, apply it to your self serve account by dialing *611 (yes, it will work even if phone service is suspended), then reactivate.

After that, you can sort out the automatic payment issues.

[esjliv · Accepted solution]

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@Ddufour1989 wrote:

So I’ve been with public over a year and used the same credit card the entire time on auto pay. Suddenly it doesn’t work and my service is expired. Card is not expired, yes there is enough on it, I know it works because I used it today. So I do not have a working phone now. I have appointments scheduled. I need this fixed by an admin like now. 

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Hello @Ddufour1989 

If you have no services, are you able to make a manual payment by calling 611?

To get services going again:

1. Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
2. Go to “Plan and Add-Ons” TAB
3. Select "Lost/Stolen Phone" TAB
4. Select "Suspend Service" Button
5. Then, Select Resume/Reactivate Service
6. Reboot your phone.

If you cannot get your services back by either paying through Self Serve or by calling 611, i would suggest to contact the Moderator Team to check on your account.

Two ways to contact Modertors:

Put in a ticket through SIMon Bot (usually faster method to get in contact with the Public Mobile Moderators) by clicking on the bottom, right chat bubble.

OR

Private message the moderators here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437