Plan renewal

[Clark1]

My bank statement shows I paid my bill but my plan won’t renew. Says I still owe. How do I get my plan turned back on and prove I paid it?

[Mark_C]

Public Mobile is prepaid, whereas paying bills are postpaid. If you set up autopay your account should remain working, as long as your bank payment is in good standing. 

[esjliv]

---

@Clark1 wrote:

My bank statement shows I paid my bill but my plan won’t renew. Says I still owe. How do I get my plan turned back on and prove I paid it?

---

@Clark1 

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.

[darlicious]

@Clark1 

Some questions...

1. When is your renewal? Last night? Tonight/tomorrow?
2. What is your account status? Active? Expired/suspended?
3. How much is in your account balance/available funds?
4. Did you manually top up your account? If so when?
5. Do you have services? Data? Texts? Calling in/out?
6. What is your plan amount? Are you on the $15 plan?
7. What does your transaction history list? 
8. Manual top up amount? 30 DAY plan/$10? 100 minutes/$5 or ?GB at 3G SPEED/$15+?
9. What are the dates of the most recent transactions?
10. Did you upgrade your plan and rely on autopay to pay for your plan?

If your renewal date has not passed and you have services and you manually topped up your account your overview page will still say you owe your plan amount. Go to your rewards page and see what it lists as your estimated payment. If it says $0 then you manually paid enough into your available funds for your next renewal. You just have to wait for your renewal to occur for pm to debit your account your plan amount and renew your 30 day plan.

If this is not the case then answer the other questions for us to help you.

[pkaraa]

you might be able to make calls and send/receive texts while your plan showed expired if you just renewed it today and the transaction went through without a glitch.

The my account details page will be updated tonight so check back tomorrow.

Keep us posted.

[dabr]

---

@Clark1 wrote:

My bank statement shows I paid my bill but my plan won’t renew. Says I still owe. How do I get my plan turned back on and prove I paid it?

---

@Clark1   Login into your account after clearing cache/cookies and use incognito/privacy mode and if you see the Reactivate button, try clicking it to push the payment or select the Payment tab and then manually add the amount due if there is no funds shows in your account.

[Anonymous]

@Clark1 

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

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

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

• 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 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
  • Note: For public mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[HALIMACS]

@Clark1 

you have no services?

Try:

• toggling Airplane mode on and off
• reboot your device
•  resetting network connections

[hTideGnow]

HI @Clark1   , can you check your My Account, Transaction History and did it show PM got the money?

Also, what is it showing for your account status ?

[t_p]

---

@Clark1 wrote:

My bank statement shows I paid my bill but my plan won’t renew. Says I still owe. How do I get my plan turned back on and prove I paid it?

---

@Clark1 

Do you see the money still sitting in your PM balance?

If yes, try to Suspend then Resume service (Lost/Stolen phone page) to reactivate account.

If you don't see the money, check your Transaction history to see if the payment has been processed.