Subscription not renewing

[Ecameron]

Hi

My subscription isn't automatically renewing, and my debit card has been updated so I need to update my payment method with the new expiry date and cvv.

I'm trying to do this through the website but it is persistently not loading. See photo attached.

 

[Peter27]

Thank you so much have phone back now. 

[Handy1]

@Peter27  Reboot the phone once and try again 

[Peter27]

So everything works except incoming calls. Says calls cant be completed as dialed.

[Handy1]

@Peter27  Awesome we all happy to hear it 🙂

[Peter27]

Thanks for all your help up and running

[Handy1]

@Peter27  so you can log in to your account ? Credit card is now unlocked . And still can’t make payment ? Maybe try the app if your trying on website .You might want to contact support to help if not 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[Peter27]

It turns out my credit card was locked now unlocked but i still cant seem to make payment. Will automatics payment now kick back in. ??

[Peter27]

Cant us *611 phone off line com on guys

[dust2dust]

Somebody suggested the voucher method yesterday. You can buy those online and in lots of stores. You can also use the real time payments method from one place online and a few stores.

[Peter27]

Yes i checked and still no answer

[softech]

@Peter27 

did you check the Community inbox to confirm if Support replied?

Message them again, usually it is better to message in the morning 

To resume service first, get a voucher from SDM/London Drugs/711/Shell and then load the voucher using *611 or via My Account 

[Peter27]

Not answering

[JRod]

@Peter27 

I am so sorry to hear you’re still having issues getting this solved. If you have already messaged support, can you confirm you’re looking at your messages on the community? 

Here is a direct link:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

If I were in your shoes I’d be going to purchase a voucher at this point and adding it to your account using *611 to resume service. You can purchase these at shoppers, gas stations, or from on online service like Muskbird (I believe they also might have one that instantly adds to your account).

[Handy1]

@Peter27  If you have already submitted a ticket to support please keep an eye on your community in box for their reply or use this link to it 

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Handy1]

@Peter27  You can also buy payment voucher and load them *611 to resume services right away and worry about log in  and credit card updating later . If still no luck you can also get support to help you 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[Peter27]

Agent not replying to my inquiry ?????

[Peter27]

Day later and still no service. Payment not working and billing not showing up on bank statement. What is going on. Sons wedding tomorrow need phone.

[Peter27]

No service and payment usually shows up on credit card but nothing there.

Very strange never happened before

[hTideGnow]

HI @Peter27 

if August 22, then it should have renewed earlier today.  You have no service now?

[Peter27]

August 22

[hTideGnow]

HI @Peter27 

so, look like your plan will be renewed after midnight in couple hours

can you go back to Payment history and confirm when was the last payment date? Aug 22?or 23?

[Peter27]

OK went there and it says

You are currently subscribed and service will renew on sept 21

Card up to date to 26

[Peter27]

When i try to pay now it boots me over to change subscriptions ???

[hTideGnow]

HI @Peter27 

Yes, update credit card was in Payment, Manage Subscription and Update card information

But if you got the error, wait an hour and try again. If still cannot update, submit a ticket with CS agent

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

And if you want your service back first, get a voucher from Shoppers Drug Mart and load the voucher via *611

[Handy1]

@Peter27  

Update credit card info

In your my account go payment tab >manage subscription >manage payment method or use this link

https://myaccount.publicmobile.ca/en/account/my-payment/manage-subscription

[Peter27]

In payment section were is manage subscriptions cant locate it 

[Peter27]

OK now it wont let me do anything. Whats going on. I need my phone back.

[Handy1]

@Peter27  Check your credit card has it possibly expired 

[JRod]

@Peter27 

I would wait an hour, clear the cache on the browser or app and then try again. If nothing is working support can help you. Make sure the payment method isn’t expired since it was working previously and now is causing issues. 

Please click this link to contact customer service:

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

They will answer you on the mailbox of the community so please keep an eye on this (envelope icon on Desktop, click your avatar on the right and then on messages if on mobile).

[Peter27]

I am having the same problem and have tried everything but it keeps saying cant process payment at this time.Very strange since i have had automatic payment for years and now i have no service.