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Plan Expired? But on auto pay?

catmother11
Great Neighbour / Super Voisin

Am on Auto Pay. Suddenly couldn't even make a phone call. Says plan expired - not enough funds in account. But I'm on auto pay. What's going on?

 

7 REPLIES 7

Staliger
Mayor / Maire

@catmother11 Even if you are on Autopay, it may fail to work properly. As a result, your plan may be expired. I recommend doing manual payments even if you have Autopay enabled to prevent such issues and keep the Autopay discount at the same time.

Anonymous
Not applicable

@catmother11 

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment 

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. how much you see at Amount Due:$ ! you will do manually enter Amount:$$ + $1 extra

7. Tax: will collect automatically,
8. Click ‘Submit’,
9. after payment gone through, you have to do Rebooting your phone

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

 

10. and how much you pay the extra is will going to your account Available funds:$ ! has the amount left, and for next bill cycle the will take it from there automatically,
 

and if still not fix it follow this,

  1. Add Funds to your Plan Amount through Self Serve  
  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.
  7. what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

pkaraa
Deputy Mayor / Adjoint au Maire

Any change in your credit card info since last autopay charge?

 

a few issues to look for 

 

Credit card expired and you have received a new card where CC number is the same but expiration date and CVV are different. 

Address/phone number on CC changed.

CC has high balance.

 

If none of these and you are able to use the same CC at other places as before then top up your account manually and contact support for them to take a look. 

 

t_p
Mayor / Maire

@catmother11 wrote:

Am on Auto Pay. Suddenly couldn't even make a phone call. Says plan expired - not enough funds in account. But I'm on auto pay. What's going on?

 


@catmother11 

Autopay is not failproof.

It could be a glitch on PM side but it could also be your cc has expired, as noted by @stevenanto 

In that case you have to login and make a manual payment as suggested by @Dunkman.

Some users like to use a "hybrid" payment method where they keep a card registered to get the $2 credit but at the same time put enough money in their account to cover the next plan renewal to avoid unpleasant surprises (well,...almost)

stevenanto
Model Citizen / Citoyen Modèle

maybe your credit has expired. happened to my wife a few years back 

Triguy
Mayor / Maire

You can also purchase a voucher and call 611 to make a payment or use recharge.com or ding.com but there is a service charge.

Dunkman
Oracle
Oracle

 

@catmother11 

Unfortunately, autopay fails sometimes.  

 

Via your self service account, try to manually load funds equivalent to your plan fee.  That should re-activate your account.  

 

 

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