Subscription Paused — Promotional Discount Not Applied During Payment

[AdnanKhan47]

I have a 24-month subscription that started two months ago, and I originally applied a 50% promotional discount.

Recently, my credit card payment was declined due to a technical issue, and my subscription is now showing as paused in the app. The subscription details still indicate that my plan includes the 50% discount.

However, when I try to make the payment to resume my subscription, the final payment amount does not reflect the promotional discount, even though it appears in the subscription information.

I would like to continue my existing subscription with the original 50% promo applied and reactivate my number as soon as possible.

Could you please review my account and help restore the correct discounted payment amount so I can complete the payment?

[AdnanKhan47]

Update: I haven’t got helped. I don’t know what you guys doing? If I can’t login to my bank account and pay for my bills, who’s fault is this? I have never missed a payment. It’s ridicules that for this simple help i have been waiting for two days. I’m going to get another provider tomorrow. I’m kinda done with you guys! Thanks for your ridiculous service 

[CSA_PM]

We appreciate your escalation. An agent is already assisting the customer and will ensure they receive the support they need.

[AdnanKhan47]

I’m good with PM account. I am trying to login to my bank account which has mfa with my number 

[slusagm]

@AdnanKhan47 

not bank app, i meant Public Mobile. 

Actually, use the browser to login My Account https://myaccount.publicmobile.ca

When you are on the 2FA step, click Didn't Receive code or Resend code.  You should see Send email as an option.

if you get the code via email and can login, then you can use this link to load funds to renew.  Remember to add E911 fess as well if you are one of those provinces that has the E911 fees
https://myaccount.publicmobile.ca/en/account/payment/funds/card

[AdnanKhan47]

There is no other option from my bank app. 

[slusagm]

@AdnanKhan47 

you can get the code via email.  Click Didn't Receive code or Resend code , and you should see Send email as an option.

[AdnanKhan47]

Thank you for making the ticket for me. I have been keeping an eye on to my inbox but haven’t got any reply from CS agent.

[softech]

@AdnanKhan47 

with your discount not applied on renewal issue, I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

And as mentioned, it is best for you to make a full payment first, and PM CS agent will for sure put the discount back as a credit to you account.  This is the best way to avoid service interruption

[Chalupa_Batman]

---

@AdnanKhan47 wrote:

Is there anyone to help here or this is a joke? If no one to help im going to cancel my subscription. I have had enough. What a worst experience ever. 

---

Hello @AdnanKhan47 

Public Mobile is a self serve service. This forum is your first line of support from other customers. If you had taken the time to go through some of the threads here, you would have seen several of them that show a contact link to reach a CS Agent.

What issues are you having, maybe the community can help?

[AdnanKhan47]

Yes i did, i messaged cs_agent last night. I didn’t get any reply till now. 

[slusagm]

did you check your Community inbox here?
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

and if no reply, message them once more, they will reply today.  I see agents responding customers today 

[AdnanKhan47]

Is there anyone to help here or this is a joke? If no one to help im going to cancel my subscription. I have had enough. What a worst experience ever. 

[AdnanKhan47]

I still didn’t get helped 

[AdnanKhan47]

I didn’t wanted that much of hassle for a simple tho. But it’s okay, let’s wait for the reply. 

[softech]

@AdnanKhan47 

sorry, PM does not have a number to call, it's online support only

if you want the service resume now, you can pay full price first and PM will give you back the credit after

[AdnanKhan47]

How can fix the issue now? I need to call. 

[softech]

@AdnanKhan47 

Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

(Since it is a bit late tonight, they might not reply you until tomorrow morning)

[softech]

@AdnanKhan47 

simply message them.  Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there   

[AdnanKhan47]

In the ticket, it wants my promo code but I don’t see any promo code but in the details it shows I still have 50% off. But just where can i find the promo code to make the ticket. 

[softech]

@AdnanKhan47 

there seems to be renewal problem for some of those with the 50% discount, especially for those accounts that were suspended due to payment issue.

But no worries, PM will still honour the discount.  You will just need to engage support to get that resolved

Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Ticket", click "Contact Us"  then choose a topic, click "Login", finally click "Click here to submit a ticket ↗" 
    (if unable to receive 2FA via SMS when login, click "Didn't Receive code" or "Resend Code")
     then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there