Plan Expired-funds available

[Edna1]

My account is saying that my Plan is Expired.  There are sufficient funds available.  I'm on autopay.  I've tried making a payment.  My account says that balance is $0.  I'm out of things to try.

[dust2dust]

v123l: Use the other payment option rather than amount due. You have $2 now.

[v123l]

I have the same issue. Service is NOT working for me.

Rebooted phone and still no data on my phone. I'm on auto-pay so this is very weird. I tried to add funds but get a message "Your account has already enough balance.". Good thing I'm not traveling ATM!

Seems like there may be a system issue affecting customers on the same cycle date (May 4).

edited by computergeek541: screenshot shows information that is not allowed to be shown here

[alifarooq]

yep the service is working. ok will ignore for now then. thanks everyone!

[dust2dust]

Are your services working now? If so then just let it be.

[softech]

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@alifarooq wrote:

Looks like the payment went through but my plan status is still expired. is there a mod here that can help me reinstate my plan?

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@alifarooq   is your phone service working?  if it is working, you can ignore the status Plan Expired for now.  it will change to Active soon.

But if you don't have the service, please open ticket with PM Support

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

[alifarooq]

Looks like the payment went through but my plan status is still expired. is there a mod here that can help me reinstate my plan?

[alifarooq]

Just tried that and boom!

[dust2dust]

Try to use the other payment option rather than amount due.

[alifarooq]

Seeing the same issue. Account expired. (had to renew cc). seeing "Your account has already enough balance." when trying to pay for my account.

Please help.

[softech]

@Api   Are you on the same $10 plan?  If you login to My Account, does it show you have a $10 plan or $13?  PM has increase the plan price from $10 to $13 so it should be showing $13.

Can you provide a screenshot like this show us your Available Fund, Plan details like this one but please remove your person  info like account number:

https://selfserve.publicmobile.ca/Overview/

Also, did PM charged you some money already?  Can you post your transaction log as well ?

[Edna1]

Thank you.  Pics deleted and PM sent.

[Api]

Of,i have the same prob.

[dust2dust]

Which plan are you on? If the $15 plan then reboot phone. You might need to do a lost/stolen workaround to kickstart the plan. If you're on the $25 plan then use that payment screen and the Other option to add another $9.

Adding - it's odd that the automatic top-up charged $11. It seems you were on the $15 plan. Then it looks like you manually added another $1 which is also a workaround.

Did you do a plan change sometime in all this?

[softech]

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@Edna1 wrote:

It says that I have $16 balance and owe $10.  I'm confused.

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@Edna1 Please go back to your image library here and remove the 4  screenshots , you have an account number there which you don't want to show us.  When you post screenshot , make sure to have your  phone number and account removed:

All Images for Edna1 - Community (publicmobile.ca)

just hover your mouse over to the top right of each picture and click x to remove

For your issue, I think it is because PM has change the plan from $10 to $13 but it is still showing $10 on your account.  So, PM system likely unable to renew because of that.

Please open a ticket with PM Support and have them to fix:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

[BKNS27]

@Edna1 

Are you on a $25/month plan? It seems there was a glitch with AutoPay again for some members. On the bottom left, does it indicate that you are Registered on Dynamic AutoPay? It might have switched off, turn AutoPay back on.

Contact a CS_Agent if you are having problems.

[Edna1]

It says that I have $16 balance and owe $10.  I'm confused.

[Yummy]

If you see this

but you have service, you are OK.

When was your renewal?

Did you get SMS 611 that you paid your bill and renewed service?

If still have no service, try rebooting your phone.

[softech]

@Edna1   Reboot your phone once and see if phone service is working after

Also, do you see if PM got the money from your credit card already?

do you mind to post screenshots for the transaction log?

https://selfserve.publicmobile.ca/Overview/payment/Payment-History/

would like to see at which stage the renewal got stuck

[Edna1]

Services are not working...

[HALIMACS]

Does it look like this , @Edna1 

If so, ignore and let process (as silly as it is) complete, if you’re services work.

[softech]

@Edna1   is your phone service working?  If so, DO NOT do anything

Plan Expired just mean PM is renewing your account.  Usually during Plan Expired, it won't affect your phone service.  Once it completes the renewal process , it will change back to Active.