Account Suspended - Autopay failed?

[spmckinnon]

Been a PM customer for several years now. I've never had a problem with the auto pay system. My credit card info is up to date and hasn't changed.

Just received a txt message today:

Public Mobile here. Your plan did not renew because we did not receive your payment. Make a payment at publicmobile.ca/selfserve. If you have recently made a manual payment, please ignore this message.

Logged into the My Account section and see this warning at the top:

Just tried to make a call and my service is definitely suspended.

So do I 

A) Make a manual payment and hope I don't get double charged.

B) Disregard this situation as the message says.

C) Message a mod and hope they respond in a timely manner?

Please help!

[Fireice2035]

I am having the same issue. I wish I could help 😞 

[zinat-somji]

my a/c suspended and can not be activated what ever i do

[stonechucker]

Thanks for letting us know!  I bravoed for the response, not for the user error 😞

[spmckinnon · Accepted solution]

Looks like my credit card expiry # needed to be updated. I received a new credit card a few months ago and guess I never updated the expiry date with the credit card on hand for PM. Re-added the credit card, topped up payment and all is well again. 

"User error"

[Luddite]

If you are sure a private message was delivered just hang tough. Otherwise, click this: message to moderators to send a private message to the moderator team with your phone number and an explanation. In the subject line say "SERVICE DOWN".

[spmckinnon]

4hrs later.......no response. No service.

[stonechucker]

Grrr.... I love (read hate) when these things start to happen a week before my renewal 😞

Fingers, toes, eyes, knees, feet, chin hair crossed, things go well!

[spmckinnon]

Thanks guys, I'll wait a bit to see if they respond. I'd hate to top up only to have this happen again next pay cycle.

[closng]

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@spmckinnon wrote:

How long does it take them to usually respond?

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They are usually pretty quick, ranging from a few minutes to within a few hours, depending on how busy they are with other members' issues.

[AlexOfAnders]

There's a thread explaining the private message error you encountered here https://productioncommunity.publicmobile.ca/t5/Self-Serve/New-account-problems-and-private-message-l...

You should be able to private message @CS_Agent still

[spmckinnon]

How long does it take them to usually respond?

[closng]

If your service is suspended, I would do as @JDT suggested and send a message to the Moderators.

[spmckinnon]

Tried that and got an error message saying invalid HTML in the message body.

Fixed the message and tried to resend, then got this error message:

You have reached the limit for number of private messages that you can send for now. Please try again later.

How long do I need to wait before I can message the mods now?

[JDT]

Go with C).  Contact a moderator to see what's up with your account.