Payment

[LeahMiddleton]

My payment is automatic and to be taken out today so why is my phone cut off.

[Chalupa_Batman]

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@LeahMiddleton wrote:

My payment is automatic and to be taken out today so why is my phone cut off.

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Hello @LeahMiddleton 

If you dial 611 from your phone, what does it say? Your account is active or not? It may be just a glitch and you just need to put your phone into airplane mode for 5 minutes and restart your phone and then turn airplane mode off. That will reconnect you to the network. No need to reset your network settings as account issues like this clearly isn't a network issue on your phone. It's an account issue. I understand you have autopay set on your account, however, there have been several people coming here to the forums having the same concern as you. All they have to do is make a manual payment and everything is back  up and running. It's a known bug that PM can't seem to pinpoint nor fix.

[hTideGnow]

hi @LeahMiddleton 

Autopay is setup but it could fail. 

please login My Account using a browser and confirm if account is active or suspended

if account is suspended, you should see a button "Pay and Resume services now" and you can make payment to resume service.  But if no such button and account is active, use this link to load funds to resume service:
https://myaccount.publicmobile.ca/en/account/payment/funds/card

if account is active, then you need to reboot your phone and reset network settings and test.  But if that does not work, open a ticket with PM agent and they need to check the account

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage