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Great Neighbour / Super Voisin

URGENT - My auto-pay got disabled due to outdated credit card, now I can't pay to regain my services

Timeline of what happened:

1. My credit card got lost so my auto-pay was disabled.

2. I missed this month's auto-pay, so my service was suspended.

3. I tried paying with my debit card, the submit fails with an error message "Your account has already enough balance."

 

However, I checked my bank account and no payment went through, and my account status is "Plan Expired".

 

Another note: On the 'make a payment' page, the "Amount Due" section is BLANK. Is this a possible bug? Because of this I can't pay at all.

Town Hero / Héro de la Ville

Re: URGENT - My auto-pay got disabled due to outdated credit card, now I can't pay to regain my serv

Quickest way is just get a voucher with enough balance use *611 and pay.. then figure out the autopay portion once your phone is active again.

Model Citizen / Citoyen Modèle

Re: URGENT - My auto-pay got disabled due to outdated credit card, now I can't pay to regain my serv

Is it possible that the plan you were previously on no longer exists? And that's why it's showing the amount due as a blank? Which plan were you trying to reactivate?

 

As a side note, maybe the more experienced here can answer this for me: Can you even reactivate a lapsed plan? I still have so much to learn lol...

 

Hope you get it sorted though!

Mayor / Maire

Re: URGENT - My auto-pay got disabled due to outdated credit card, now I can't pay to regain my serv


@MandyJ wrote:

Is it possible that the plan you were previously on no longer exists? And that's why it's showing the amount due as a blank? Which plan were you trying to reactivate?

 

As a side note, maybe the more experienced here can answer this for me: Can you even reactivate a lapsed plan? I still have so much to learn lol...

 

Hope you get it sorted though!


I think the terms they use here are suspended and then deactivated.

Suspended happens by lack of payment (or these ridiculous endless autopay problems) OR suspending yourself with the lost/stolen feature. From that point on the account is in limbo until paid up or until 90 days. Up until then the account is revivable.

After 90 days the account becomes deactivated. The SIM is dead, no longer usable. The number is gone back to the pool or the original provider of the number. Any remaining Available Funds are forfeited to the company.

 

Tech...nic...ally, it _could_ all be revived but no company that I know of, do.

Great Neighbour / Super Voisin

Re: URGENT - My auto-pay got disabled due to outdated credit card, now I can't pay to regain my serv

Thanks for the *611 tip, I paid using the line using my debit card and it was successful!

 

My plan was "4.5GB at 3G Speed, Unlimited Canada-wide Talk, Unlimited International Text" for $40.

 

Not sure if something special about the plan caused the payment page to be buggy... or if it's buggy for expired users in the first place.

 

 

Re: URGENT - My auto-pay got disabled due to outdated credit card, now I can't pay to regain my serv

*Bugginess* is ongoing around here... Since before I joined Summer of 2016.  These quirks should all be fixed, but Public Mobile just doesn't have the power to get the available resources from the parent company Telus to fix these overly outstanding issues.

 

@Alan_K, can you please try to dedicate more financial resources to fixing these ongoing issues?  Maybe you need a programmer to write a query to get reports when AutoPay failures occur, activation failures due to AutoPay, failures due to payment card expires, etc.

 

Something is causing these issues.  frankly, it's about time you get things corrected.

Great Neighbour / Super Voisin

Re: URGENT - My auto-pay got disabled due to outdated credit card, now I can't pay to regain my serv


@krzheng3150 wrote:

Timeline of what happened:

1. My credit card got lost so my auto-pay was disabled.

2. I missed this month's auto-pay, so my service was suspended.

3. I tried paying with my debit card, the submit fails with an error message "Your account has already enough balance."

 

However, I checked my bank account and no payment went through, and my account status is "Plan Expired".

 

Another note: On the 'make a payment' page, the "Amount Due" section is BLANK. Is this a possible bug? Because of this I can't pay at all.


Hey I'm just new here but have not registered any credit card for auto pay...did you try with a voucher? When I tried to pay with a credit card it said I have not registered my credit card so...try with a voucher?

Great Neighbour / Super Voisin

Re: URGENT - My auto-pay got disabled due to outdated credit card, now I can't pay to regain my serv


@krzheng3150 wrote:

Thanks for the *611 tip, I paid using the line using my debit card and it was successful!

 

My plan was "4.5GB at 3G Speed, Unlimited Canada-wide Talk, Unlimited International Text" for $40.

 

Not sure if something special about the plan caused the payment page to be buggy... or if it's buggy for expired users in the first place.

 

 


Could you please mark your urgent problem as solved now?  Your post has me wondering how long is it that an account goes unpaid that it is terminated. 3 months is the norm for most carriers. 

Town Hero / Héro de la Ville

Re: URGENT - My auto-pay got disabled due to outdated credit card, now I can't pay to regain my serv

@TrishdIt is 90 days of inactivity for Public Mobile.

Mayor / Maire

Re: URGENT - My auto-pay got disabled due to outdated credit card, now I can't pay to regain my serv


@GinYVR wrote:

@TrishdIt is 90 days of inactivity for Public Mobile.


90 days of suspension to be maybe a little more precise. Smiley Happy