Plan expired due to non-payment, autopay active and credit card working

[esaad86]

Hi,

I got the message "Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service."

My credit card is working fine and it's been on autopay for the past 4 years without issues. When I attempt to pay manually from my account as well, it doesn't go through, and I called my bank and they said the charge doesn't even appear to reach them whatsoever, so it is a problem on Public Mobile's end. 

Anyone know how to get this fixed? I have no other card to use unfortunately and my phone is not working now.

I am on the Fall 2016 promo plan for $120 12gb 3 months so I don't want to lose the plan by having the account expire.

[esaad86]

I just submitted a ticket. Hopefully I hear back from them soon.

[darlicious]

@esaad86 

Its definitely time to contact the moderators as per @gblackma  instructions as its seems its your account but there have been similar issues lately....it could still be solved by you ahead of a moderator getting back to you. If you send a private message include the card info along with name on account, email, pin # and phone number and an explanation of the issue and everything you have already tried. Authorize the moderator to add your card, make your payment, reactivate your service and reregister you for autopay.

[esaad86]

Still the same error message whenever I go to pay.

[kselmak · Accepted solution]

If you think your card may be flagged by the systeml pleasecontact moderators

https://publicmobile.ca.ada.support/chat/ 

Cheers

[gblackma]

@esaad86 can you do a manual deposit via the one time payment option? If you can do it for $1 more than the cost of the plan and got the reactivate button. 

[esaad86]

I checked and it's all fine. The card has been working for the past 4 years on autopay as well without any issues and no changes have been made to my account or address or credit card.

[darlicious]

@esaad86 

Check your billing address for your card has there been a subtle change in your billing address compared to what's been registered in your account? ALL CAPS or St. ST. or street or 123 1st AVE W. Instead of 123 WEST 1st AVE? Look carefully it could be the tiniest change.

[esaad86]

I just tried on my wife's account to make a payment with my same credit card and it worked. If I try to register her credit card on my account though, I get the same message when registering the card "Unable to process this transaction.
Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged."

[esaad86]

I tried calling in to 611, it says it doesn't go through and contact my credit card company. When I contact the credit card company, they say nothing is being attempted to be charged.

[darlicious]

@esaad86 

As per @gblackma suggestion try paying with your credit card via 611. Do you know your pin#?

Edit: Actually if you call your number from another phone you don't need your pin # either.

[esaad86]

I get the message "Unable to process this transaction.
Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged."

[darlicious]

@esaad86 

Are yoh getting an error message or a greyed out screen? Is the payment being submitted but not registering a transaction amount and not adding an amount to your balance?

[gblackma]

@esaad86 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 Using 611 to make your payment: ( you need your 4 digit pin to buy an add on)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Stay safe. 

[esaad86]

I checked and card is valid, even just used it 5 minutes ago. Tried manual pay again, still not working. 

[darlicious]

@esaad86 

It sounds like an autopay failure. Double check that your card has not expired. Then try again to make a manual payment but first clear your browser, open one tab only in secret/incognito mode in chrome, Firefox or safari.