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popping
Oracle

Re: Autopay already set up


@Wakeman wrote:

Hello Community,

I am super confused I have had public mobile service for over a year and no issues with my autopay. I got a text this morning saying what rewards I qualified for but 30mins ago my cell has a voice message saying I have no account set up. telling me I need to pay. I am confused by what is happening 


PM only send text message.  PM have not call me for anything. 

 

Login to your self-serve account and check your account status.

Check the payment history to determine whether PM took any money from your account to pay for your renewal.  If not, that is the reason for the renewal failure.

 

Did you received a new credit card to replace your expired cc?

If yes,

1.  update you credit card info.

2.  Manually add fund from your new card

3.  Click on the reactivate your plan link to get your phone working again.

 

Staliger
Mayor / Maire

Re: Autopay already set up

@Wakeman Okay. If you couldn't reset your password, as was mentioned, there are 2 options: contact moderators through clicking on ? on bottom right of the page and following directions OR directly through the private message here  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Ask them for a temporary password. When you get access to your account, update info of your credit card. Then, do manual payment you need to pay according to your plan + $1 extra. Turn off your phone for several mins. Turn on. The procedure should help.

gblackma
Mayor / Maire

Re: Autopay already set up

@Wakeman Use @JoyLuck 's suggestion and contact the moderators ask them for a temporary password and to apply payment. In the meantime try these 2 tricks to restart/ reset 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.

 

What does your phone say when you dial 611? Thanks. 

 

Wakeman
Good Citizen / Bon Citoyen

Re: Autopay already set up

I tried restarting it and turning it off and leaving it then turning back on. nothing helped. 

When I dial 611 I followed directions to make payment but would not offer to put a new card on and declined the old one that is on there. Hoping I can get a temp password and get this figured out I have final exams in two days and being frustrated with my cell is the last thing I need to waste my studying time trying to figure out.

popping
Oracle

Re: Autopay already set up


@Wakeman wrote:

I tried restarting it and turning it off and leaving it then turning back on. nothing helped. 

When I dial 611 I followed directions to make payment but would not offer to put a new card on and declined the old one that is on there. Hoping I can get a temp password and get this figured out I have final exams in two days and being frustrated with my cell is the last thing I need to waste my studying time trying to figure out.


Since you did not remember your password and the answer to your security question, create a

moderator support ticket for help using the ? button at the right side bottom corner of this page.

1. Tell SIMon what is the issue
2. Ask for "moderator"
3. SIMon will give your 2 choices. Click on the "Account-specific question"
4. Then, click on "No, I want a human"
5. Click "Submit a ticket"
6. Follow instruction to create support ticket.
Good luck.

After submitted a ticket, members should check their private message SENT folder for their ticket which they just created.
If you cannot find your ticket in your SENT box, You did not create your support ticket yet. Also monitor your INBOX for any reply from moderator.
Click the envelop icon at the top right corner to access your private message mailbox.

You can also enable email notification after receiving a private message at your INBOX.
My settings --> PREFERENCES --> Private Messenger --> enable "Receive email notifications for new private messages' --> Save

 

After you get back to your account, change your security question so that the answer you know by heart from the question.  The security question is acting as a hint to your security answer.  Don't pick your question and answer out of thin air.  On the other hand, don't use any security question like the name of your pet which you posted the name of your dog on your facebook or other media pages.

mpcdesign
Deputy Mayor / Adjoint au Maire

Re: Autopay already set up

@Wakeman, have you tried looking at the security of your password in the web browser preferences? Do you normally save your passwords on your computer, tablet or phone?

 

Chrome > Preferences > Autofill > Passwords > Scroll down to see Public Mobile

 

Firefox > Preferences > Privacy and Security > Logins and Passwords > Saved Logins > Scroll down to see Public Mobile

 

Safari > Preferences > Passwords > Scroll down to see Public Mobile

mpcdesign
Deputy Mayor / Adjoint au Maire

Re: Autopay already set up

I know I shouldn't be saving my passwords on my computer or phone, but, there many ways to forget. Yes, I have also gone to old school ways by writing them down in a book too. And I also place them on a Google Docs too with secret codes that I would only know! 

@Wakeman, maybe it's time to do this once you get your passwords and pin number back!

 

 

geopublic
Mayor / Maire

Re: Autopay already set up

@Wakeman  Unfortunately you can't change or update credit card details using 611. The only way to do it by accessing your selfserve account online.

View solution in original post

Wakeman
Good Citizen / Bon Citoyen

Re: Autopay already set up

Lol Thank you.

I did manage to get back into my account and get everything sorted out. I don't save passwords on my computer. I have a book for them but for some reason I didn't have the pw written down. They are now.

 

gblackma
Mayor / Maire

Re: Autopay already set up

Out of curiosity @Wakeman how did you get back into your account?  And how did the answer you choosed help you to do it, and get your service back up and running over 3.5 yours after your post? Thanks.

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