Unable to Process payment

[michellehsa]

say payment unable to be processed, weird reattempted same issue, added a 2nd card and same thing says plan expired could this be the case if the PLANN NO LONGER exists??

on a 100min 250 megs plan per month for my daughter

[hairbag1]

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@michellehsa wrote:

long story wasted an hour finally was able to remove card and re add card it in now works! issue n publics end.......nutty

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The Autopay process isn't super reliable. Some seasoned PM users will manually pay for their plan costs, a few days ahead of time. At any time, you can add $$ to your Available Funds.

It's not the ideal situation but it seems to make the renewal process happy and you still get the Autopay rewards.

[michellehsa]

long story wasted an hour finally was able to remove card and re add card it in now works! issue n publics end.......nutty

[will13am]

@michellehsa , you current plan is grandfathered and so you can still renew to it regardless of whether it is still being offered.  So this is not what is affecting your renewal.  The self serve portal is finicky.  I suggest clearing browser cache and giving it another.  Using incognito mode works well for this kind or problem as well.  

[michellehsa]

not willing to buy a voucher ....this is not acceptable

[Dunkman]

@michellehsa 

That plan is still available.  That should not be the issue.

Payment system is finicky at times.  If you did enter another credit card, make sure that the address matches exactly the credit card billing address.  If apartment number, keep that section blank.  Try to manually load funds equivalent to your month's bill.  

If still issues, you can try a different web browser, clear cache or incognito mode.  

You can even try dialing 611 on the phone to renew.

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

[computergeek541]

@michellehsa 

If payment is due, you could buy a voucher from a store or from ding.com or recharge.com to keep the service going. Aftewards, you can then figure out what's going on.

As for plan expired, does the service work? If it does, the account isn't really suspended.  During renewal time, the self serve site displays this mesaage to everyone.  However, there obviously is a payment issue as it doesn't seem to be allowing you to make a manual payment.