Reason for account deactivation

[Dominica]

Hello,

I would like to know why my account was deactivated after having been connected to autopay? You have always withdrawn the monies from my account monthly, so why was it stopped this month?

This has been very inconvenient for me and has brought about interruptions of important things I had planned to do.

I have always trusted and relied on Public Mobile, since I joined. I hope what happened will not force me to think other wise, and to seek for more reliable sources I can trust,

[esjliv · Accepted solution]

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@Dominica wrote:

Hello,

I would like to know why my account was deactivated after having been connected to autopay? You have always withdrawn the monies from my account monthly, so why was it stopped this month?

This has been very inconvenient for me and has brought about interruptions of important things I had planned to do.

I have always trusted and relied on Public Mobile, since I joined. I hope what happened will not force me to think other wise, and to seek for more reliable sources I can trust,

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Hello @Dominica ,

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 Moderators know. And, also ensure all rewards were or will be provided to you.

To contact the Public Mobile Moderator_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 Moderators (PM Customer Service Representatives)

[hTideGnow]

@Dominica   this is an an open forum and we are customers like you.  if you want official reply from PM, you will have to open a ticket with Chatbot (bubble on the lower right)

however, we would like to help and hope you can have service back soon.

When did you last have your mobile service?  You mentioned your account was deactivated.  I am wonder if it is just Suspended instead of Deactivated.  Failing a payment would suspend an account.  The account will be deactivated if no payment for another 90 days.

If you have been using the service and just stopped working for couple days, likely the account just got suspended.    

try logging onto the My Account and make a manual payment.  If the manual payment goes through, click the "Reactivate current plan" button and reboot your phone.  You should be good to go after that.

[darlicious]

@Dominica 

Just to clarify.....your service has just been suspended but you can still access your self serve account? Rather than your service has been suspended for 90 days and your account has been deactivated and cancelled?

Your autopay has failed. There can be many reasons for this....the most common is an expired card. Check first by looking at your card's expiry date that is registered for autopay. Update if necessary and top up your account manually to reactivate your services.

If your card is not expired make a manual top up payment thru your self serve account or by dialing 611 from your phone and entering your 4 digit acct # and choosing one of the pre-selected amounts.

Here is some guidance to make a successful payment and reactivate your service.

Spoiler

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.

r 

[Triguy]

Sometimes Autopay fails.  It is not your fault.  Some people keep a balance in your account as backup way to make a payment.