Funds taken from bank autopay but not applied to accounts

[Jigjeww]

I have 2 accounts set up for my kids that are on autopay. Funds were taken from bank on Sep 24, but both accounts are suspended due to lack of funds. How do I get this fixed??

[maggiemarie]

Could it be possible that it takes a few days for the bank to process the payment a few days later? I would call you bank as well make a manual deposit contact moderators so they can look into from there end 

[darlicious]

@Jigjeww 

Well that's weird. Autopay took the funds but did not apply the payment. However the payment doesn't show as a balance nor does it show in the payment history? I would make a manual payment and reactivate the plans/services and then have the  moderators sort out what happened to the autopay debits.

[LurganIeUk]

Are you a day or two on either side (or is this the day of payment due) of your payment date? I don’t remember what my account said...inactive or.......but I was told that was a normal thing here....a glitch. I just don’t remember the message....darn it. I use the hybrid pre payment plan and never look at my account on or near my payment date. 

[hairbag1]

---

@Jigjeww wrote:

Thanks for the suggestion but it did not work

---

Top of this page, click Get Help / Chat with Simon. Type "autopay failed" then "talk to a human" and you'll be able to start the process of moderator assistance.

Watch the little envelope icon on top right side of page...it'll be highlighted when they reply to you.

[Jigjeww]

Thanks for the suggestion but it did not work

[hairbag1]

---

@Jigjeww wrote:

no

---

I'd try logging in to one of the accounts and manually add $1, then reboot phone to see if that helps.

[Jigjeww]

no

[hairbag1]

---

@Jigjeww wrote:

No. My bank account shows the funds removed 2 days ago (set up on autopay), but the funds have not been applied to the public mobile account. Accounts have been suspended today as the payment is not applied.

---

When you log into each account, do you see the $$$ in Available Funds for each account ?

[Jigjeww]

No. My bank account shows the funds removed 2 days ago (set up on autopay), but the funds have not been applied to the public mobile account. Accounts have been suspended today as the payment is not applied.

[computergeek541]

@Jigjeww Are the funds actually shown as being in your Public Mobile account but the plan didn't renew?

[hairbag1]

---

@Jigjeww wrote:

I have 2 accounts set up for my kids that are on autopay. Funds were taken from bank on Sep 24, but both accounts are suspended due to lack of funds. How do I get this fixed??

---

When is / was their renewal dates ?

If the phone features are still working, then the renewal process hasn't completed yet.

If phones are NOT working, then contact moderators as suggested above.

[JoyLuck]

---

@Jigjeww wrote:

I have 2 accounts set up for my kids that are on autopay. Funds were taken from bank on Sep 24, but both accounts are suspended due to lack of funds. How do I get this fixed??

---

To prevent autopay from failing in the future, the recommendation is to add funds to the accounts a few days before renewal. You can just leave the cc on file for the autopay reward.

[gpixel]

@Jigjeww try manually making a payment to reinstate the accounts.

• call 611

or

• login to your self serve account
• click "make a payment"
• for preferred payment type select "other, enter the desired amount" do not choose "amount due"
• add the funds and click "reactivate" 
• restart the phone

[BeachNBeer · Accepted solution]

Speak to moderators. Click question mark to open a ticket through the chat bot or send them a private message

click to private message