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hairbag1
Mayor / Maire

Re: Payment/service issues related to auto-pay renewals

@Brian_J....

I've been with PM for 3 or 4 years now. Rarely does this current "Autopay crash" happen...but it can happen alright. I'm sure it'll be addressed in short order today.

If you have wifi, you can download the free TextNow app to make free local / long distance call and texts until PM is solid again.

Hang in there friend.

Canlan54a
Great Citizen / Super Citoyen

Re: Payment/service issues related to auto-pay renewals

I definitely agree! With the amount of time and opportunity they have had to fix this problem once and for all (months/years even) and all the regular "down for maintenance/scheduled or otherwise" opportunities they have had what is the problem. This is not a major engineering feat! I can accept period glitches etc do come up...this is not one of those! Please address this properly and once and for all and spare the platitudes!

 

NoseyNick
Good Citizen / Bon Citoyen

Re: Payment/service issues related to auto-pay renewals

Dial 611, choose option 1, follow the prompts to pay using the card already on file, enter your PIN, confirm that you want to pay the full balance, only takes a minute...

 

... BUT should NOT be needed when we have a perfectly good card on file for AutoPay. If PM has problems processing auto-payments for a while, they should be allowing service to continue until they can sort out THEIR problem, NOT deactivating people who have don nothing wrong and making it our problem.

 

😕

natewu
Good Citizen / Bon Citoyen

Re: Payment/service issues related to auto-pay renewals

Totally agree with this, its been happening for a few hours now and they should've announced something about this. I saw a mod reply to another post of the same issue and only told the user to "make a ticket"... Nothing addressing the issue...

Masterandy80
Good Citizen / Bon Citoyen

Re: Payment/service issues related to auto-pay renewals

For sure, I have definitely noticed how laggy the site is, especially considering it's mostly self-serve online. This morning I tried on my phone and my desktop computer and both hung up but the desktop eventually went through.

 

To PM's credit, I also got a reply to my ticket already, which is very quick ..but I had already managed to get a payment in via 611 so I guess we are square

HALIMACS
Mayor / Maire

Re: Payment/service issues related to auto-pay renewals

@Spudster 

 

Moderators replied to an earlier thread - see below.   It appears they ARE aware.

 

 

HALIMACS_0-1617383691634.jpeg

 

  
Moderator
 
 
36m ago
Re: my plan went inactive this morning

Hello there! 

 

Thank you for reaching us and bring this matter to our attention! 

 

In order to help you with your concern you can create a ticket and one of our moderators will provide you with assistance and review the details on your account.

 

Best Regards 

PM Team 

View solution in original post

hairbag1
Mayor / Maire

Re: Payment/service issues related to auto-pay renewals


@NoseyNick wrote:

Dial 611, choose option 1, follow the prompts to pay using the card already on file, enter your PIN, confirm that you want to pay the full balance, only takes a minute...

 

... BUT should NOT be needed when we have a perfectly good card on file for AutoPay. If PM has problems processing auto-payments for a while, they should be allowing service to continue until they can sort out THEIR problem, NOT deactivating people who have don nothing wrong and making it our problem.

 

😕


We all agree...but strange thing happen in the Public Mobile realm. I'm certain that Autopay will be up and running shortly. Then we can all get back to stressing about covid instead of autopay.

😎

Brian_J
Good Citizen / Bon Citoyen

Re: Payment/service issues related to auto-pay renewals

Like others have said, I have never had a bill declined through an auto payment. NEVER, until today. But, PM is a budget service and putting up with Telus's games is something people will just have to put up with...

darlicious
Mayor / Maire

Re: Payment/service issues related to auto-pay renewals

While it is unacceptsble to have autopay fail and to have a larger autopay failure affecting many more customers happening along with issues with the ability to log in to self serve is a larger disaster! Inundating the moderators ( on a statutory holiday no less!) with requests will certainly slow down wait times. Affected customers can try to log into their self serve accounts. If they are unable to do this then a payment thru 611 should activate your service again.

 

  1. Credit cards on file can be used for payments via 611 but the 4 digit pin code is required to access and authorize credit card charges of pre-selected amounts only.
  2. Voucher payments can be made via 611. Once dialed and connected Press ( 1 ) then ( 1 ) again. Enter the 12 digit pin code from the voucher. Once successfully entered the account will immediately reactivate and service will resume.
  3. Remember not all vouchers are immediately valid after purchase. Vouchers purchased from 7/11, London Drugs, SDM and Shell stations are all immediately valid and loadable onto your account via 611 so can be done "in-store" after purchase.
  4. Real time payments by giving your phone number to the clerk are available at Canadian Tire gas bars ( not in store at customer service those vouchers have delayed validity) and Mobil gas stations for a $1 RTP fee.
  5. Instant top ups are available at some retailers ( east of the Rockies?) at retailers such as SDM but I have no knowledge to impart on these payments.
  6. Online payments can be made thru recharge.com or ding.com for a small fee. They may take up to 3 hours to register in your account.

Further community member contributed info on vouchers can be found in the voucher catalogue....

 

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Voucher-Catalogue/m-p/479165#...

 

For additional help if you are able to access your account but are getting error messages or other issues adding a payment via credit card follow these instructions :

 

Spoiler

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

 

  1. Reboot your device.
  2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
  3. Choose replace card rather than remove card.
  4. Copy your address from your billing statement.
  5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
  6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
  7. USE ALL CAPS if necessary.
  8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

 

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

 

 

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot

 

Canlan54a
Great Citizen / Super Citoyen

Re: Payment/service issues related to auto-pay renewals

If it is a known and ongoing problem it should be fixed and we SHOULD NOT have to put up with it budget service or otherwise!!!

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