re: Auto pay

[EvelynS5Ross]

I am registered for Auto pay but my cell phone was disconnected April until I checked my acct. history that nobody collected the payment. I would like to make sure that you guys collect my monthly payment as I am registered for Auto pay. Thank you.

[BKNS27]

@EvelynS5Ross 

Unfortunately there was an issue with AutoPay on April for some members.

Login to your account and check the lower left page and see if there is a comment “You are Currently Registered for Dynamic AutoPay”. If it shows then you are on AutoPay.

[JL9]

Unfortunately it seems like autopay failures are increasingly more common, once you reactivate your plan I would recommend manually adding the funds needed to cover the renewal anytime prior to the renewal date and you can avoid this going forward

[esjliv · Accepted solution]

@EvelynS5Ross  - you have been without services since April ? Must be a low use phone...

Well, you are not the only one. There was a wide spread Autopay failure on April 1, 2022 which affected a lot of customers.

Once an autopay fails you will need to manually add funds yourself, then reactivate your account. It won't reactivate on its own. 

Have you ever created a self serve account before, if not you can register for one here:

https://selfserve.publicmobile.ca/self-registration/

If still issues, contact CSA.

Methods to submit tickets to Public Mobile Customer Support Agents (CSA) found here: 
https://www.publicmobile.ca/en/ns/get-help/articles/contact-an-agent

[softech]

@EvelynS5Ross first, make a manual payment to resume the service.  It could be that  Autopay failed earlier.  But once autopay fails,  account goes into suspension, PM will not reattempt another Autopay.

To manually pay, login to My Account, click on Payment, One time payment.  Use the option "Other (Enter the desired payment amount)" and manually type in the plan amount and submit

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

Once payment goes through successfully, click "Reactivate current plan" if the button is there

Then logoff from My Account and reboot your phone