"Plan Expired" Help Needed

[ijeung]

Hello,

Wondering if I could get some assistance with the below. I'm setup on AutoPay so I guess the top message isn't relevant to me. However, in the second image, it shows my plan as expired. Does this mean I have to enroll in a completely new plan and cannot continue my current one? How come it suddenly expired without any warning?

Thanks!

[gblackma]

@ijeung is there a reactivate account button, wjen you log into your self service account? If there is, you may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.
or can also use 611 to make your payment( once you know your 4 digit pin):
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Let us know if it works. Thanks

If there isn't, try these tricks to restart your phone service. You could try in order:
1. Restarting your phone. Turn your phone off, wait 30 seconds and restart.
2.Putting your phone on aeroplane mode for 5 minutes. Take it off and restart.
3.From your self service account enable the lost/ stolen feature log out, wait 5  minutes, log in and take it off. Log out and restart your phone.
4. Add a one time payment and of $2 To your account and restart your phone .

If these tricks don't work contact a moderator and ask them to reset your SIM. Click on the green questionmark in the white circle at the bottom right of your screen.  This connects to the autobot Simon.  Type moderator and follow the prompts to get to one (CLICK on account specific question and human and submit a ticket)
Once connected, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.

Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent. Also keep an eye on the envelope, the mods answer will show up there.
You can also enable email notification to receive a private message notification sent to your email.
Go into your community account > my settings > PREFERENCES > Private Messenger > enable "Receive email notifications for new private messages" > Save

Stay safe. 

[ijeung]

Hi Everyone,

Thanks for all the replies, much appreciated. My service appears to be disrupted. I don't have data anymore and when I call my voicemail, it says I don't have an active plan. Any ideas how on what to do from here?

Thanks!

[Canlan54a]

Exact same experience for me with one of my accounts 2 days ago...service was never interrupted and everything else was back to normal and reading fine by or before lunch time...also sometime later you will probably get some sort of congratiatory text that your account has been renewed for another month.

[ddeep91]

@ijeung 

I would ignore the Message you see on  "self serve account" if your services are still working!.

I also recommend avoiding accessing your self serve account 1 days before your plan is about to renew as it will just freak you out.

Let your autopay do its thing. The account status will automatically change back to "Active" overnight.

When we see  "Expired" message we immediately freak out and start to make changes to the account/ credit card and then it really messes up.

So again, If your phone is working. You are good to go my friend!

Cheers

[will13am]

In the past by early morning of renewal day, the account would morph towards active status.  I had a renewal the other day that even surprised me in terms of slowness to complete.  At 9am, it was still in expired state.  A check of the payment history showed that renewal was complete. Regardless of all this, service was not affected.  I checked at lunch and active status was achieved by then.  Tempting to intervene, but don't if service is working.

[darlicious]

@ijeung  The first time you look at your account on renewal day public mobile likes to scare the daylights out of you. This is their way of making sure customers register for their community account so they know where to go for customer support and to reach the moderators.

    Not really....but this is normal on your renewal date. First it says expired. Then a little later it says suspended. It applies your rewards and takes any funds in your balance and applies it to your plan. Then if it's necessary it will charge any funds still owing for your plan to your credit card (autopay). After that ìt will change to active. Your data will be reset and any minutes if your not on an unlimited plan. Sometimes you might need to reboot your phone.

If your services are working its all good....just leave your account alone on your renewal day.

[gblackma]

@iliketotalk The normal PM renewal process is expired, then suspended, payment comes out at 2am est (on the self service account date) then the plan resets for the next 30 day cycle at 6am est. Once your phone is working properly ignore it. Just check for you 611 payment thankyou text message tomorrow.
Renewal process screenshots https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/If-I-have-a-credit-35-00-does...

[Triguy]

Does your service still work ?  Is your renewal date today ?  If it is then just ignore it and your your account will get updated back to active.

[iliketotalk]

@ijeung hi if you still have service please disregard message,everyone gets that on renewel day one of the little annoyances with the system