Your services are on hold due to the expiration of your subscription. And also can't pay

[zaraH]

Can anyone please help? I have been cut out of service for almost half of day. Didn't login my account for a while and when I did suddenly my service has been on hold (see message below). Can't use the phone at all. I have auto top-up set up for a long time and never had any issues until now. I followed the "pay now and resume service" prompt and trying to pay but keep on getting "Sorry, we're not able to process your payment at this time. Please try again later." I tried changing to upgraded subscription plan but also not working. Is there anyone I can talk to and look into my account? This is very frustrating.

Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number [Pay Now and Resume Services]

[zaraH]

Turned out I only need to re-enter my card details, but I can no longer have my cheaper plan - a bit sus. 

[Dunkman · Accepted solution]

@zaraH 

CSA likely will respond by tomorrow morning.  CSA work on everyday but only to 10 PM ET and usually slower response times on weekends.  

Website is finicky.  Maybe try to clear cache first, incognito mode or a different web browser . Or try the PM app itself. 

You could also try re-entering the same credit card information again in your payment section. 

Or dial 611 on your phone to manually load up funds via 611 menu. 

[zaraH]

Hi thanks for the reply, I'm able to login and I have submitted a ticket. Maybe didn't get any respond yet because it's Sunday? Thanks for the link to CS, If I already submitted a ticket do you think I need to also send a private message to the CS?

I've never tried buying voucher as I have a credit card set up for auto top up since I opened an account with PM (about 1.5 years ago). Seems like they suddenly have payment processing issues now. I may try this method tomorrow. Thanks for the suggestion!

[slusagm]

For login, ask PM to help.   Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:

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

But for renewal, quicker to buy a voucher from Shoppers Drug Mart and load the voucher using *611