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NancyJac
Great Neighbour / Super Voisin

plan expired even though am on auto-pay

Is there a current problem with auto-pay? My account says it has expired due to non-payment but I am on auto-pay. I cannot use any of my services. Can you please advise.


Accepted Solutions
HALIMACS
Mayor / Maire

Re: plan expired even though am on auto-pay

@NancyJac 

 

After manually paying to restore services, double check your credit card expiry date.

 

In any case, I would report this to the public mobile moderators as there seems to be an excessive number of cases happening in the last several hours.

 

To contact a moderator, there are 2 methods:

 

  1. Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now.  Follow the prompts to submit a ticket,  or, 
  2. Send a private message to the moderator by clicking here  You’ll need to be logged into your Community account for the link to work.

 

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

View solution in original post


All Replies
Dunkman
Oracle

Re: plan expired even though am on auto-pay

 

@NancyJac 

Sometimes autopay pay fails unfortunately.  A few customers this morning had similar issues.

 

You can manually load up funds equivalent to your month's plan fee and it should reactivate.  Either via your self service account or by dialing 611 on your phone.  

 

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

Triguy
Mayor / Maire

Re: plan expired even though am on auto-pay

Log into your account to check the status.  Try making a manual payment of a $1.  Try rebooting your phone.  If you still need assistance then submit a ticket to a moderator by clicking on the bubble on the bottom right corner.

softech
Mayor / Maire

Re: plan expired even though am on auto-pay

Yes, look like there is issue today.

 

did you try what suggested by other members above?  Would like to see if that resolves the issue.

jojo9
Good Citizen / Bon Citoyen

Re: plan expired even though am on auto-pay

I've read this issue a few times since switching to PM a couple of months ago, it'd be suggested PM do a real fix to this please, thanks.

softech
Mayor / Maire

Re: plan expired even though am on auto-pay

@jojo9 , yes, PM occasionally has issue with different users with Autopay.  I don't think the number is too bad.  We aware of this because we follow the Community closely.

 

However, I believe today is a bigger issue.  Look like we have a quiet some users with issue today.

HALIMACS
Mayor / Maire

Re: plan expired even though am on auto-pay

@NancyJac 

 

After manually paying to restore services, double check your credit card expiry date.

 

In any case, I would report this to the public mobile moderators as there seems to be an excessive number of cases happening in the last several hours.

 

To contact a moderator, there are 2 methods:

 

  1. Use the ticketing system for a faster response time. Click here and type moderator assistance, then select account-related issue, then select you need a human now.  Follow the prompts to submit a ticket,  or, 
  2. Send a private message to the moderator by clicking here  You’ll need to be logged into your Community account for the link to work.

 

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

View solution in original post

esjliv
Mayor / Maire

Re: plan expired even though am on auto-pay


@NancyJac wrote:

Is there a current problem with auto-pay? My account says it has expired due to non-payment but I am on auto-pay. I cannot use any of my services. Can you please advise.


@NancyJac -

 

So if you cannot use any of your services, this could be an autopay failure or something else; it seems others today are experiencing similar issues.

 

Ensure you have added sufficient funds to your account, and if you still have no service, try going into LOST/STOLEN status.

Just follow these steps:

  1. Log into your Self-Serve account
  2. Go to Plan and Add-Ons > Lost/Stolen Phone
  3. Select Suspend Service

Then reactivate your account, hit "Resume". This is intended to initiate services.

 

I would suggest letting the Moderators know about this, since this seems to be affecting others.

 

DELETED: @HALIMACS provided methods to contact Moderators.

 

 

natewu
Good Citizen / Bon Citoyen

Re: plan expired even though am on auto-pay

I have same problem here, I am also unable to access the self serve website .. seems like it is down? Are any other users unable to access the website?

fredfor
Good Citizen / Bon Citoyen

Re: plan expired even though am on auto-pay

"Sometimes autopay pay fails unfortunately.  A few customers this morning had similar issues."

 

Dunkman, you gotta be kidding.

 

*LOTS* of customers are having this issue due to the failure of public mobile to charge credit cards on autopay.

 

Call public mobile to complain. Oh wait, you can't call them. Create a ticket and hope they fix it soon...

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