Plan is on autopay but expired!

[Edison53]

My daughter’s plan is on autopay using Visa. But PM says it is expired. WTH?

[HALIMACS]

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@Edison53 wrote:

Credit card expires in 24. No excuse for this. Have contacted CSA but frankly advising my daughter to go elsewhere. As a former PM customer, they have had years to figure these things out and clearly have not. 

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@Edison53 

It does appear that 3rd tier services (such as those supplied by Public Mobile) may not meet the expectations you may have for your daughter when it comes to mobile phone service.

I know several people on PM for well over a year, never once hear or had an auto-pay failure.

Ya pay for a Cadillac, you get Caddy.

Ya pay for a K-car, well, you get what ya get.

This prior pic from them kinda says it all:

[Anonymous]

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@Edison53 wrote:

No, no service. What is the point of autopay if it is not “auto”?

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@Edison53 

you can Remove your credit card and Logout and

Spoiler

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and log in and re entered your credit details,

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

How To Update or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

and if can't fix it you Have To Submit a Ticket To Contact Customer Support Agent by CS_Agent, and Explain your issue to 
they can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

Spoiler

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
• phone number,
• account number, 
• account 4 digit pin,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[Edison53]

Credit card expires in 24. No excuse for this. Have contacted CSA but frankly advising my daughter to go elsewhere. As a former PM customer, they have had years to figure these things out and clearly have not. 

[HALIMACS]

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@Edison53 wrote:

No, no service. What is the point of autopay if it is not “auto”?

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@Edison53 

Follow @esjliv advice above re if you "have no services".

Autopay can (and does) fail for various reasons.   You may wish to check your credit card expiry date - it sometimes slips by some users on Public Mobile.   Other times, it just happens.   

Be assured, it is very rare.

[esjliv · Accepted solution]

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@Edison53 wrote:

No, no service. What is the point of autopay if it is not “auto”?

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@Edison53  Yeah, it can be a pain, and I hear yah - it should not fail!

Get the services going again by making a manual payment.

Choose the "other" amount instead of picking amount due, this seems to be less finicky.

Then hit the Reactivate option.

Reboot phone.

You can let CSA know about the failure - I would if it happened to me.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

[Edison53]

No, no service. What is the point of autopay if it is not “auto”?

[Anonymous]

@Edison53 

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.

[HALIMACS]

@Edison53 

Indeed, this messaging in the evening hours prior to an account renewal causes A LOT of undue stress for customers.

If the messaging looks like the below, DON'T worry if you have working calling and texting service.  It is as @esjliv  indicates above, 'normal' renewal messaging.

[esjliv]

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@Edison53 wrote:

My daughter’s plan is on autopay using Visa. But PM says it is expired. WTH?

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@Edison53 

Do you still have services? If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So, if this is the case, ignore these messages on your SELF SERVE account.

If you have no services, and it is past your renewal, maybe your autopay failed?

1. Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
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.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.