Plan is expired but it won’t let me top up

[midfak]

Hi there,

My plan is expired but when I try to top 

up it says ‘your account has already enough balance.’

Has anyone dealt with this issue before?

 

 

 

 

[Naepalm]

@dblock14 if you are really frustrated you can contact the miderators and they will help you. 

Click in the question mark in the right corner, explain Can not top up my account. Then type contact us. Then ipen a ticket. 

They will be able to solve your issue in a decent amount of time. 

[dblock14]

I'm having the exact same issue and now the same method I use to top up every single month is not working and it sucks because I have no phone and theres no actual person I can speak with to assist in rectifying the issue.

[josh11]

When you set up your phone, did you not set it up for automatic renewals? If you did it will renew on its own. Also Public Mobile will notify you a day or so prior as a reminder with a text message that your plan is about to expire or renew automatically. Hope that helps!

[hairbag1]

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@ChristinaAdjei wrote:

• My name is Xxxxx xxxx phone number xxx-xxx-xxxx my plan  has expired and l want to renew it

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You can get a payment voucher from many retail locations like Canadian Tire, London Drugs and Loblaws. Then dial 611 to add those funds to your account.

[Dunkman]

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@ChristinaAdjei wrote:

• My name is Christina Adjei phone number xxxxxxxxx my plan  has expired and l want to renew it

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@ChristinaAdjei 

Here is starting point to pay for your services:

https://www.publicmobile.ca/en/on/get-help/articles?category=paying-for-your-service

If you are having trouble, please tell us more details with your issues.  

[JoyLuck]

@ChristinaAdjei 

Choose 3 vertical dots and edit out your number. This is a public forum.

[iliketotalk]

@ChristinaAdjei Hello please delete your personal information you were on a public forum click on the three dots top right corner edit your post If your account has been suspended less than 90 days then go into your self serve account and either pay with a credit card or a voucher and then click reactivate button Then reboot your phone

[ChristinaAdjei]

• My name is Christina Adjei phone number 647xxxxxxx my plan  has expired and l want to renew it

Ph number removed by NDesai

[Naepalm]

@hyT This thread is definetly helpful! Thanks @NDesai for pointing out incognito. If I ever have an issue like this I'll make sure to walk through this process first. 

@midfak can you update us on whether it worked or not? 

[hyT]

Thank you very much JoyLuck for the link. It is definitely useful information to know. I have learned something new again.

It explains how it is good to use incognito/private browsing mode of browsers to help maintain privacy, but it does not explain specifically why it would help reload the self-serve account to allow online payment. May be it's just like resetting my internet router to clear unknown network problems. Clear all cookies and settings to default. Start fresh then things would work.

I would definitely use the incognito/private browsing mode when paying online from now on..

[JoyLuck]

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@hyT wrote:

I often see the advice of "using incognito/private browsing mode" as a solution when having trouble with using the self-service account for payments or reactivating plans. Would someone explain why and how it works? Or direct me to where I can read about it please. Thank you.

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Have a look at this article:

https://www.fouche.net/always-use-private-browsing-mode-to-conduct-online-financial-transactions.htm...

[hyT]

I often see the advice of "using incognito/private browsing mode" as a solution when having trouble with using the self-service account for payments or reactivating plans. Would someone explain why and how it works? Or direct me to where I can read about it please. Thank you.

[midfak]

Thanks for your advice 🙂

[midfak]

Thanks for your advice 🙂 

[NDesai · Accepted solution]

From looking at the screenshots, I can see that your account didn't load correctly as it is not showing plan details. Using incognito/private browsing mode usually loads correctly. Then try making a manual payment if you don't have enough funds to renew. You can also call 611 to make a payment if you already have valid cc added. 

[computergeek541]

@geopublic @iliketotalk @gblackma 

From the screenshot, renewal would have previously been scheduled for April 19th. I believe that this question could be about reactivating a legitimately suspended account.

@midfak I suspect that you need to go into the payment options to tell the self serve system to top up a manually entered amount.

[gblackma]

@midfak if its your renewal day, and your service is working properly then ignore the status of the account. The normal PM renewal process is expired, then suspended, payment comes out at 2am est (on the self service account date) then the plan resets for the next 30 day cycle at 6am est. Once your phone is working properly ignore it. Just check for you 611 payment thankyou text message tomorrow.
Renewal process screenshots https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/If-I-have-a-credit-35-00-does...

[iliketotalk]

@midfak Hello is your phone still working if it is disregard the message every 30 days just before the end of the cycle it says that in your self serve account if you have enough funds you can disregard that message

[geopublic]

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@midfak wrote:

Hi there,

My plan is expired but when I try to top 

up it says ‘your account has already enough balance.’

Has anyone dealt with this issue before?

 

 

 

 

---

@midfak  Looks like your plan is currently going through renewal. If your phone is working stay away and let the renewal complete.

If it's not working report back. Also try the following to get plan re-activated again. (Just keep going down the list)

1. Restart your phone
2. Lost/Stolen trick 
   

   wait a couple of minutes and then declare your phone found by using the same steps from above and restart your phone.

3. Add $1 to your account funds

[Staliger]

@midfak Clear your cache and cookies, use incognito mode, and try again. Add $ needed for your plan +1$ extra just in case. Then, restart your phone.

[dabr]

@midfak   Try clearing your cache/cookies and use a different browser with incognito/private mode and retry making your payment.