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Sheela
Great Neighbour / Super Voisin

Topped up but plan expired???

I successfully topped up with a voucher before deadline and received a message from Public Mobile confirming it. Later the same day I got a message saying my payment is due and there's not enough in my account. I logged in and it shows my voucher payment with more than enough available balance and it says "PLAN EXPIRED". What is going on?! 

Re: Topped up but plan expired???


@Sheela wrote:

I successfully topped up with a voucher before deadline and received a message from Public Mobile confirming it. Later the same day I got a message saying my payment is due and there's not enough in my account. I logged in and it shows my voucher payment with more than enough available balance and it says "PLAN EXPIRED". What is going on?! 


Does your service still work?

 

If your service is still working and you have enough funds in your account balance, ignore the message. That messages shows on everyone's account near the time of renewal.

Dunkman
Oracle

Re: Topped up but plan expired???

@Sheela 

Is your phone working?  If still working, no worries. 

 

On in the evening of plan renewal, the account will give multiple warnings including expired. As long as enough funds, your plan will renew overnight. 

geopublic
Mayor / Maire

Re: Topped up but plan expired???

@Sheela If your plan was up for renewal and your phone is still working you can ignore this message. The temporary plan suspension although confusing is a normal part of Public Mobile's renewal process and in many ways it's best to simply not monitor the account during the renewal process.

If you are not familiar with the Public Mobile renewal process the temporary suspended status could easily cause concern and panic and and cause the customer to take uncecessary actions (Making onetime payments) that ofter result in account suspension possibly requiring moderator intervention and uncessary downtime.

The way the PM renewal process works is as follows:

1. Plan will show "expired" sometime before midnight.
2. Rewards get converted to available funds at midnight, rewards reset and account shows Suspended (temporary).
3. In the early hours, if there any available funds they are credited first then if necessary the AP credit card gets charged to cover the plan cost renewal.
4. Plan gets renewed and the account status changes back to Active.

mpcdesign
Deputy Mayor / Adjoint au Maire

Re: Topped up but plan expired???

Be forwarned with regards to vouchers. I had noticed if you buy a Public Mobile voucher, it sometimes could take 24 hours to 72 hours for the merchant to activate the voucher. To be honest with you, that is way too stressful for me. Especially, if one buys $120 worth for the 90-day plan.  Instead, I now pay with a credit card. And I make sure I have available funds in my account two weeks prior when it is due. The main reason for paying a couple of weeks in advance just in case Public Mobile systems are down for maintenance and your bill is due (you could lose your autopay rewards). But, it also re-assures you know your account will always be in good-standing whenever you may have an issue (and the moderators will be more than happy to help). 

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