Service suspended the day of autopay?

[Ray59]

My service and my wife's service were suspended even though I have autopay.  What do I do next?

[Anonymous]

@Ray59 

you can Remove your credit card and Logout and

close all Browser and do clear cache and cookies for any Browser,

how to clear cache and cookies in microsoft edge browser visit Here link

or you can try it for a different Browser

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.

for microsoft edge how to update your browser visit Here link 

and do Restart your computer, is will help a lot,

and if you use a home internet please do one thing 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 still not fix it please you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Explain your issue to Contact Customer Support Agent by CS_Agent ,
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,

• 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 Service by CS_Agent. Click Here link to get started.

• or you can send a private message to Customer Service by CS_Agent, by Click Here link. 
• You’ll need to be logged in to your Community account for the link to work.

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

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck

[esjliv · Accepted solution]

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@Ray59 wrote:

My service and my wife's service were suspended even though I have autopay.  What do I do next?

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Do you have working services or NOT?

If both of your services are working fine, ignore those Self Serve messages "Expired" and "Suspended" (silly messages that cause undue panic).

If you DO NOT have services, then make a manual top up payment by calling 611 or through Self Serve accounts, then let CSA know of the Autopay failures and ensure all rewards are given to you that may have been missed.

Two ways to contact CSA:

1- Put in a ticket through SIMon Bot (usually faster method to get in contact with the Public Mobile Customer Support) by clicking on the bottom, right chat bubble.
OR
2- Private message the Customer Support here (slower method): https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[softech]

@Ray59  are they both supposed to renewed on the same day?  Same plan amount?

If so, you might want consider using a different credit card.  When CC sees 2 "same" transactions, they might decline. (yes, they are different, from if it came from the same vendor and same amount, CC might thought they are duplicated)

As advised by above, try manual pay on My Account for now.

[Anonymous]

@Ray59 @lake 

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

and go to Payment

and try do a One Time payment. 

and use the option "Other" and pay the plan amount + $1 extra....