autopay problem

[xdragon]

Hi:

   I'd been using auto pay for my public mobile phone for several years and never had problem.  I always keep my credit card information up to date, updating the card information whenever I'd activated the replacement card.  Today when I tried to use my phone got a message stating that my account was suspended.  Checking my account it shows that I didn't pay my fee.  So I just manually issue a payment using the same credit card information stored in my account and that payment was accepted, which means the credit card information stored in my account hasn't expired.  I then checked my auto pay information and it's showing that autopay is active.  So why did my account suddenly got suspended?  Autopay is active, and credit card hasn't expired, so I can't think of any other reason why the payment didn't go through.  Any help is appreciated.

[Korth]

@xdragon 

Contacting the CSAs is best.

In the meantime, just keep AutoPay "enabled" with your existing credit card info but also deposit funds (payment vouchers) before payment is due. It'll ensure you get uninterrupted service, you don't miss out on any Rewards issued on days your account is "suspended/expired", and you continue collecting the $2 AutoPay Reward (plus the AutoPay bonus data). You could continue doing this indefinitely, every month or a few months at a time (because less hassle), even if your AutoPay automation (on PM's side of your account) is broken.

You could also ask the CSAs to credit you for the $2 AutoPay Reward you didn't get this cycle, if it matters.

The good news is that broken AutoPay only affects "few" customers. "Most" customers never experience any problems with AutoPay.

The bad news is that the "few" customers who are affected often suffer from (complain about) broken AutoPay over and over again at seemingly random intervals. So if it happens to you once then you might want to assume it'll happen to you again, unless Public Mobile can give you absolutely confident assurances that it's been properly fixed and won't ever happen again.

[xdragon]

Thank you all for your suggestions/help.  I think comment from @esjliv is most likely cause of my problem.  I'll contact CSA as suggested, so they could take a look at it to see what could had caused the problem.

[esjliv · Accepted solution]

@xdragon ,

This is likely nothing from your end, Autopay with Public Mobile sometimes fails unfortunately.

It is good that you know how to top up your plan manually and get your services working again.

Any time an Autopay failure happens I would suggest to contact CSA and let them hear it...I mean know about this. Also, ensure you are awarded any rewards that may have not been given to you.

[Anonymous]

@xdragon 

you can Remove your credit card and Logout and

you can try it for a different Browser and incognito mode,

close all Browser and do clear cache and cookies for any Browser, 

how to clear cache and cookies in microsoft edge browser visit Here link

or you can try it for a different Browser

and use a Browser from your computer, is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

for microsoft edge how to update your browser visit Here link 

and do Restart your computer, is will help a lot,

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and log in and re entered your credit details,

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

How To Update or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to  Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

and if still not fix it please you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Explain your issue to Contact Customer Support Agent by CS_Agent ,
they can solve your issue, they are nice service Team the will help you 100%.

Here’s how to contact Customer Support Agent by CS_Agent,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Service by CS_Agent. Click Here link to get started.

• or you can send a private message to Customer Service by CS_Agent, by Click Here link. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck

[Anonymous]

 @xdragon : What is your plan? What is in your Available Funds? Is the account showing as active? What is the pay before date up top?