auto pay

[jeff13]

my auto pay didn't go thru and my phone was put on hold? 

[darlicious]

@jeff13 

That is the number one reason autopay fails but hey you are good for another 5 years...set a reminder for Canada Day 2026 to update your credit card with public mobile.

[jeff13]

Thank you all!

My bad I think, I believe my CC expired last month and I never updated so the payment

didn't go thru, I'll do better in the future!

Thanks again.

[Anonymous]

@jeff13 

If you have no services, and it is past your renewal, maybe your autopay failed?

1. Add Funds to your Plan Amount through Self Serve  
2.  (or by calling 611 if you have a card registered)
3. Go to “Plan and Add-Ons” TAB
4. Select "Lost/Stolen Phone" TAB
5. Select "Suspend Service" BUTTON
6. Then, Select Resume/Reactivate Service
7. Reboot your phone.

8. what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.

and also  i suggest you can Remove your credit card and re entered.

How To Update Or Remove Your Payment Card

To update or remove your credit or Visa debit card details, sign in to  Self-Serve.  Once signed in, click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here, you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..Remember, we accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S. If you are using a payment card, leave the apartment/suite number in the payment information section blank.

and do again rebooting your phone

Good Luck

[hairbag1]

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@jeff13 wrote:

my auto pay didn't go thru and my phone was put on hold? 

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Try dialing 611 and pay with your on-file credit card.

[JK8]

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@jeff13 wrote:

my auto pay didn't go thru and my phone was put on hold? 

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Can you log into self service and make a manual payment for the cost of your plan and then select the reactivate button if there is one.

[darlicious]

@jeff13 

Log into your self serve account and...oops sorry about that freaky cat Marcus prematurely posted for me! Do this....

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot