question about autopay

[Nazra_f]

hello there , 

About a year ago I made my  mom switch to public mobile  and I made her subscribe to autopay so she could save 2 $ every month . Just last month , I  replaced her visa card with mine in order to pay for her mobile plan but I noticed that she's not autopay anymore and that I payed the full price on April  and that I will also be charged fully on her next billing cycle which is  May 1st   without the 2 $ discount . Could it be possible to put her on autopay on your end ? 

her phone number is xxxxxxxxxxxxxx and the email address linked to her account is xxxxxxxxxxxxxxxxxx

Thank you 

[softech]

@Nazra_f   I guess the key to your situation is whether the account has migrated onto the new Rewards system or not.  Check it and confirm.  If it shows $ value everywhere in your My Rewards, then the $2 Autopay was missed.  But if it shows Points, then it is on the new system and you cannot migrate back unfotunately.

[Nazra_f]

hi guys , 

thank you for pointing out that  I wrote my personal information , i thought that my question was sent to a moderator lool 

[darlicious · Accepted solution]

@Nazra_f 

When you changed the payment card to your visa did you use "remove this card" instead of "replace this card"? If so that removes autopay. However as long as you register for autopay before midnight eastern on day 30 before renewal the $2 autopay will be applied upon renewal. If renewal occurred and the transaction history shows an automatic top up but no $2 autopay reward then you may contact customer support to have it applied manually. If lost/stolen was utilized that will cause a glitch I with rewards not applying upon renewal....again contact customer support to have any missing rewards applied.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[JL9]

This looks like she may have inadvertently opted into the new points program if she is not receiving the $2 anymore. 

[BKNS27]

@Nazra_f 

Please remove the personal information…phone number and email as this is a public Community forum and not PM staff.

There was an AutoPay glitch on April 1 but it should have been fixed by now.

Login to your mother’s account and check on the bottom of the account page and see under AutoPay if it is Currently Registered for Dynamic AutoPay.

If it is, contact a CS_Agent to look into the AutoPay issue and fix the $2/month credit.

If not, click on Make a Payment and turn on AutoPay and change the CC information.

[hairbag1]

Log in to her account / Payment / Automatic Payments...fill it in and enable Autopay.

Perhaps you or her opted out of old Rewards program in favour of new Points program. If that's true...you can't go back to Rewards unfortunately.

[softech]

@Nazra_f   This is an open forum, please remove your phone number and email for your own protection

(or @computergeek541 , do you mind to update OP post and remove the personal info?  thanks)

When did your mom joined PM?  Since Jan 25, PM has rolled out a new rewards system for anyone joined after that date.  The $2 Autopay rewards was replaced with 5% points back in Public Points.   

https://productioncommunity.publicmobile.ca/t5/Announcements/Introducing-Public-Points-Rewards/td-p/...

And even your mom might have joined before Jan 25, any chance she migrated onto the new reward system and hence collecting Public Points?    Please login to My Rewards (https://www.publicmobile.ca/myrewards)  on her account.   If you see everything referring to $ , then she is still on the old rewards system and supposed to get $2 Autopay reward.  if you only see it referring to Points, then she already migrated to the new system and hence getting 5% points back instead of $2.  Please check and let us know

[JK8]

@Nazra_f 

First of all, edit your post to remove phone number. This is a public forum.

You can log into self service and choose the Payment tab to put the account on autopay.