Payment

[KirstenNewman]

My autopay has expired and I have been asked to renew my auto pay.  I am not able to do so and have been asked to contact my credit card company.  Of course I can't use my phone to contact my credit card company.  I have checked my credit card balance and there is certainly no issue with funds available in my account.  

Why can I not renew my autopayment plan?

[Luddite]

@KirstenNewman Until your PM service is restored, check out the apps from Fongo and Textnow for calling/texting while on wifi. Fongo is my backup for these situations.

[gblackma]

@KirstenNewman  to reactivate your service your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.

If this fails to a one time payment for the full amount of your plan and contact the moderators and ask them to apply the payment. Click on the green questionmark in the white circle at the bottom right of your screen.  This connects to the autobot Simon.  Type moderator and follow the prompts to get to one (CLICK on "Account specific question" and  "No I want a human" and "Submit a ticket Click me!")
Once connected, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

[JoyLuck]

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@KirstenNewman wrote:

Frustrating!

I pressed reactivate account.  Nothing happens.  I try to pay balance it says 'your account has already enough balance.'  This is online.  When I try to pay via phone, i get the message to contact my credit card.  All credit card information is accurate on-line; no changes have been made to the account.

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Hi please contact a moderator to assist you:

Please use the chatbot SIMon to help you solve your issue. If SIMon cannot solve your issue then you have the option to contact a moderator.

Step 1: Choose the ? button at the right bottom corner of this page or choose “Get Help” at the top of the page and then choose the “Chat with SIMon” button.

Step 2: Tell SIMon what the issue is and see if he can find a solution for you.

Step 3: If Simon cannot find a solution then type in “moderator” to connect to a Public Mobile customer service representative.

Step 4: Simon will present you with two choices. Choose “Account-specific question”

Step 5 Then choose “No, I want a human”

Step 6 Create your ticket

Check the sent folder to make sure your ticket was sent (envelope icon, top right) and the inbox for a reply from the moderators.

“To ensure the safety of our team members during the COVID-19 pandemic, our Moderator team is working at reduced levels. During this time, you may experience longer than normal wait times when contacting our Moderator team for help.”

Moderators are available:

Monday to Friday from 8 AM to midnight Eastern time.

Saturday and Sunday from 8 AM to 10 PM Eastern time

[KirstenNewman]

Frustrating!

I pressed reactivate account.  Nothing happens.  I try to pay balance it says 'your account has already enough balance.'  This is online.  When I try to pay via phone, i get the message to contact my credit card.  All credit card information is accurate on-line; no changes have been made to the account.

[gblackma]

@KirstenNewman did you receive a replacement card and forget to update it with PM?  Or did you move?  If it's any of the above, log into your self service account, go to

And update, delete or change your credit card. When entering your debit/ credit card information:
1. Enter the credit card address exactly as it appears on your statement ( capitalize all if necessary ).
2. Leave the apartment field blank, if applicable enter your apt in the street address field ie xxx - street address.
3. Enter your postal code without spaces ( if there is a space on the credit card statement then enter the first 5 digits only with the space).

Once this is done, if your autopay failed, your account is suspended and there is a reactivate account button,  you may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.
or can also use 611 to make your payment( once you know your 4 digit pin):
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Let us know if it works. Thanks. Stay safe 

[iliketotalk · Accepted solution]

@KirstenNewman is it possible you received a new card and need to update it in your account?