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Good Citizen / Bon Citoyen

Plan expired on autopay

Account says plan has expired, and to ignore if on autopay, which I am ... What now?


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Mayor / Maire

Re: Plan expired on autopay


@fillione wrote:

@z10user4 

Phone is not working... Didn't want to pay manually to lose the autopay bonus... But if I don't have a choice...

Thx


@fillione  As long as you have AutoPay enabled then you will always receive the $2 reward, even if you pay with vouchers. Try the following to get plan re-activated again. (Just keep going down the list)

 

  1. Restart your phone
  2. Lost/Stolen trick 
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    wait a couple of minutes and then declare your phone found by using the same steps from above and restart your phone.

  3. Add plan cost + $1 to your account funds using a one time payment with the cc on file.

If none of the above methods work submit a ticket to the Moderator Team for help. To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking  here or the icon (bottom right of your screen).

 

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If you are still having problems contacting Public Mobile then click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team 

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Mayor / Maire

Re: Plan expired on autopay


@fillione wrote:

Account says plan has expired, and to ignore if on autopay, which I am ... What now?


What is the date on the top area of your self-serve page? Or what date does the 611 give you?

Are your services still working?

If the date is tomorrow and your services are working then just let it be and wait until tomorrow for your renewal to finish.

Highlighted
Mayor / Maire

Re: Plan expired on autopay

@fillione if this is your cycle renewal date and your services are working properly then ignore the status of your self service account. The normal PM renewal process is expired, then suspended, payment comes out at 2am est (on the self service account date) then the plan resets for the next 30 day cycle at 6am est. Once your phone is working properly ignore the mesage, leave your account alone. Just check for you 611 payment thankyou text message around 12.03pm est. tomorrow.
Renewal process screenshots https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/If-I-have-a-credit-35-00-does...

 

If your services aren't working properly and your account is suspended.  Then you may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.
or Using 611 to make your payment: ( you need your 4 digit pin to buy an add on)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Highlighted
Mayor / Maire

Re: Plan expired on autopay

It is normal on your renewal date to show expired.  If your service is working then ignore it.  It usually takes a few hours for your status to update back to active.

Highlighted
Oracle

Re: Plan expired on autopay


@Triguy wrote:

It is normal on your renewal date to show expired.  If your service is working then ignore it.  It usually takes a few hours for your status to update back to active.


It's normal during the night and early morning. However, seeing this during a mid day is not so normal. Looks like the account did not renew. 

 

@fillione Are you sure your credit card on file is valid? If yes, not sure what else gone wrong. Have you tried making a manual payment of plan cost - rewards? 

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Highlighted
Mayor / Maire

Re: Plan expired on autopay

@fillione  If your phone isn't working then Auto-Pay failed you will need to manually reactivate your account. If your phone is working leave it alone and let the plan renewal compete.

Highlighted
Good Citizen / Bon Citoyen

Re: Plan expired on autopay

@z10user4 

Phone is not working... Didn't want to pay manually to lose the autopay bonus... But if I don't have a choice...

Thx

Highlighted
Good Citizen / Bon Citoyen

Re: Plan expired on autopay

@NDesaiCredit card expires next month, but otherwise, yes it is valid (has been for a year now)... And plenty of space to spend on it, so this officially sucks! I guess I'll have to pay manually...

Highlighted
Mayor / Maire

Re: Plan expired on autopay


@fillione wrote:

Phone is not working... Didn't want to pay manually to lose the autopay bonus... But if I don't have a choice...

Thx


You won't lose the reward.

Highlighted
Oracle

Re: Plan expired on autopay

@fillione  wrote:

Phone is not working... Didn't want to pay manually to lose the autopay bonus... But if I don't have a choice...

Thx


You should not lose the AutoPay rewards when you make a manual payment. In fact, AutoPay and other rewards should already been applied to your Account Balance during the failed renewal. Please review your account balance and payment history to see any entry from yesterday and today. 

_________________________________________________________________________
I am not a mod. Do not send me private message with your personal info.

New Here? - Check out Knowledge Base Articles to learn more about Public Mobile.