Subscription just activated and on hold

[tonyhadjis]

• I purchased a phone plan on Dec 26th and ordered the SIM card to be delivered, it arrived today (Dec 30th). I was charged for the plan thinking that it would start once I activated the SIM card today. After activating, the app told me the subscription was on hold and I needed to pay again to resume my service, which technically hadn’t even started yet. The cycle I was charged for was from November 30 to December 30 even though I only just activated the plan today and is charging me the full month and now I have to pay another month? Is there no way to just include that payment towards this coming month or waive the payment I made on the 26th? I’m not paying for next month until this is resolved. 

[tonyhadjis]

The CS Agent helped fix the error! All is good now! 

[tonyhadjis]

Thanks for your reply - I checked the statement and it was processed on the 27th so I don’t think it was pending when I activated my SIM today. I’ve reached out to a CS Agent to see what else I can do.

[BKNS27]

@tonyhadjis 

Check with your CC statement to see if the first charge is Pending. You should be charged once you activated your new SIM then the Pending charge will be removed and changed to a Posted charge.

You can also confirm this by contacting a CS_Agent directly by pm them.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

[eddieO]

@tonyhadjisI think this is just a caching issue so do not pay again. If you are accessing your account from the website, try signing in to your Public Mobile app on your phone, or you can try the website again but clear your browser's cache, or you can sign in incognito mode or trying a different browser

If you are still having issues reach out to a support agent. You will need to open a ticket through the Chatbot: 
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)
Or, if you are having trouble with the Chatbot try sending a private message to: 
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)