rewards not applied but i should still be in rewards (not points) program

[solidhollow]

Was receiving rewards for loyalty, auto-pay and referrals for more than a year. Got them Feb and March 2022 like usual. My April monthly fee did not have the rewards applied. I didn't join points as far as I can tell in my account and also do not remember signing up for it. It says the next rewards cycle is May 27, but why did it skip April?

[softech]

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@solidhollow wrote:

yes, that's what i saw

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@solidhollow   So, you see everything shows $?  And the $2 Autopay is still there?

Yes, since you clicked Lost/Stolen lately, it could mess up the rewards a bit, open ticket with PM Support to get it sorted out:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

[solidhollow]

ah yes, that is helpful. i had to suspend b/c my bag/phone was stolen recently. 

[solidhollow]

yes, that's what i saw

[JL9]

Hope fully for your sake it wasn't an inadvertent opting into the poimts program, because they are adamant there is no way back no matter what. 

[popping]

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@solidhollow wrote:

Was receiving rewards for loyalty, auto-pay and referrals for more than a year. Got them Feb and March 2022 like usual. My April monthly fee did not have the rewards applied. I didn't join points as far as I can tell in my account and also do not remember signing up for it. It says the next rewards cycle is May 27, but why did it skip April?

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Login to your self-serve account and check your payment history. 

Is the amount you paid equal you plan cost?

If yes, click on the "Access Reward" link on your overview page after login.  Use your self-serve usename and password to login to you reward account to find out you are on the old reward system or the new points system.  If you are on the new point system and you did not switch to the new points system, create a support ticket to find out why.  

If no, create a support ticket to find out why.

[softech]

@solidhollow   to confirm, login to My Rewards  https://www.publicmobile.ca/myrewards.  if you see everything refer to $ value and not points, you are on the old reward system.

See if you have something like this:

https://publicmobile.ca/en/on/myrewards/dashboard

[Spudster · Accepted solution]

@solidhollow 

If you enter the rewards site, does it encourage/prompt you anywhere to join Public Points?

If not, then you're on the new system. 

Another explanation may be if you recently suspended service or labeled it as lost or stolen...  sometimes the following renewal misses rewards. 

Contact CSA to get em back:

Customer Support Agents can help.  There are 2 ways to reach them:

1. Create a support ticket by clicking  here , then type Support Ticket, then select Contact Us, then select the topic that more closely matches your request.  Then click  Click here to submit a ticket , or,
2. Send a private message to them by clicking here  

You’ll see their reply in your Community private mailbox in the envelope to the left of your avatar.