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Da6s
Good Citizen / Bon Citoyen

Plan expired - auto pay didn't work and manual payments failed

We've been on auto-pay for months now and haven't had any issues, however, this time we got a "plan expired" message and the phone is unusable with a recording to call *611. I've called *611 and attempted to add funds three times (used both our credit cards) and they "failed at this time". I also tried to submit a payment online through our account, ALSO a no go. I even tried the "lost and found" phone trick... didn't work either.

 

On my profile I have a message saying:
"Please disregard this message if you have enough funds in your balance or are on AutoPay.
 Your account has been suspended. Make a payment to reactive your current plan. Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service."

BUT... the "autopay" date was last night and the phone is still giving us the "call *611" message. I can't seem to get a human to ask for assistance through *611 either.

Help?!


Accepted Solutions
shep22
Deputy Mayor / Adjoint au Maire

Re: Plan expired - auto pay didn't work and manual payments failed

@Da6s you could try buying a voucher at your local walmart  contact the moderator  click the question mark bottom right corner to contact the moderators ask Simon the robot to speak to a human to generate a ticket mention credit card issues check envelope top right for a response they usually reply between 2-48 hours

View solution in original post


All Replies
shep22
Deputy Mayor / Adjoint au Maire

Re: Plan expired - auto pay didn't work and manual payments failed

@Da6s you could try buying a voucher at your local walmart  contact the moderator  click the question mark bottom right corner to contact the moderators ask Simon the robot to speak to a human to generate a ticket mention credit card issues check envelope top right for a response they usually reply between 2-48 hours

View solution in original post

hairbag1
Mayor / Maire

Re: Plan expired - auto pay didn't work and manual payments failed


@Da6s wrote:

We've been on auto-pay for months now and haven't had any issues, however, this time we got a "plan expired" message and the phone is unusable with a recording to call *611. I've called *611 and attempted to add funds three times (used both our credit cards) and they "failed at this time". I also tried to submit a payment online through our account, ALSO a no go. I even tried the "lost and found" phone trick... didn't work either.

 

On my profile I have a message saying:
"Please disregard this message if you have enough funds in your balance or are on AutoPay.
 Your account has been suspended. Make a payment to reactive your current plan. Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service."

BUT... the "autopay" date was last night and the phone is still giving us the "call *611" message. I can't seem to get a human to ask for assistance through *611 either.

Help?!


No human to "talk to" at Public Mobile. Log into your account to confirm if your plan is Active or Suspended. Do you have sufficient $$ in Available Funds to cover cost of renewal ?

Is your phone features working right now ?

Staliger
Mayor / Maire

Re: Plan expired - auto pay didn't work and manual payments failed

@Da6s Make a manual payment through self-service account and reactivate you plan. Then restart your phone. It should help.

Danchvn
Model Citizen / Citoyen Modèle

Re: Plan expired - auto pay didn't work and manual payments failed

@Da6s At times the auto pay does fail, requiring users to make a manual payment.

After a number of attempts of entering card information the system will lock you out for approximately 1 hr. At times Public Mobile will also block your card, requiring you to contact the moderators. You can do this by clicking on the question mark in the lower right of the page and raising a ticket.

What some pers have found works is waiting an hour for the system to reset and trying again using incognito mode and clearing cache in your browser.

Make sure you enter CC address information exactly as indicated on your CC bill including capitalization. Do not put anything in the apartment field if that applies to you.

Da6s
Good Citizen / Bon Citoyen

Re: Plan expired - auto pay didn't work and manual payments failed

Thanks for the reply @hairbag1, the plan has "expired" I have a credit balance of $4 and my account looks like it's in good standing (not suspended). When attempting to pay with credit cards, it's failed on both types of cards.

I may have to try to use the Walmart prepaid card (that @shep22 recommended) to get things going again...

 

as for the phone itself, the hardware is functioning normally (for the most part). Now that I'm on wifi at home I can surf the web and whatnot but can't even make phone calls over wifi.

Da6s
Good Citizen / Bon Citoyen

Re: Plan expired - auto pay didn't work and manual payments failed

Thanks @Staliger, but that has failed also. I think I might go and buy a prepaid card and see if that works.

Da6s
Good Citizen / Bon Citoyen

Re: Plan expired - auto pay didn't work and manual payments failed

Thanks @Dan, I didn't try the incognito mode trick. 

I'm thinking that going "incognito" might be something I should do more often than not! Part of the whole keep-my-privacy-my-own type idea.

totalUser
Mayor / Maire

Re: Plan expired - auto pay didn't work and manual payments failed

Seems to affect lots of people today.

Please contact moderators

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

Da6s
Good Citizen / Bon Citoyen

Re: Plan expired - auto pay didn't work and manual payments failed

I think this is all I have left to try @shep22! I started a ticket and send the moderator_team a private message. Thanks for the prepaid card idea. 🙂

===UPDATE===
I purchased a prepaid PM card at my local Walmart and loaded it using the *611. It was simple and fairly easy process to get the phone going again, thanks for the advice!

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