01-02-2022 04:44 PM - edited 01-04-2022 04:42 AM
01-02-2022 05:47 PM - edited 01-02-2022 05:48 PM
Take this moment as "I learned something new today!" A large part of public mobile's business model and your so named "self serve" account is the idea that when something isn't right or you want something changed with your mobile service you don't have to wait til you have time to call up your phone company, or drop of the kids at soccer practice and drive home or wait until they open in the morning or get yourself in the right frame of mind to talk to a CSA.....at pm you can do almost everything yourself.
With a little guidance from the community you can quickly fix this issue yourself. Less than 5 minutes for most. While not necessary sometimes the website can be a bit glitchy if you have a little too much going on with your device you are using to log in. So when you need to take action in your account be it a payment, a plan change or maybe purchase an add on its best to follow this procedure to avoid any error messages or weird glitches occurring when you go to do stuff in your self serve account.
Log in. If your account status is expired/suspended and you do not have working services go to the payment page. Choose "other amount" and enter enough funds to cover your plan amount +$1. Confirm and submit your payment. Your plan should automatically reactivate. If so log out and reboot if necessary.
If your payment just went to your available funds in your balance. Then you have to take an extra step and go to the plans or usage page. Click on lost/stolen. Suspend your service. Log out/in. Resume your service. Your plan amount will be taken and your service reactivated. You can double check your transaction history if you like to see the 30 DAY PLAN.....$10 charge and the 100 MINUTES....$5 or the 1GB+ OF PLAN DATA AT 3G SPEED.....$15+ charges with today's date showing that you have successfully paid and reactivated your plan. Log out and get on with enjoying your day.
And feel pleased with yourself that if it ever happens again....probably not but maybe when you get a replacement card with a new expiry date that you forgot to update you will know how to reactivate your plan after you update your credit card. No panic, no worries....5 minutes and you are all done and good to go!
Welcome to the community! We are always happy to help!😊
01-02-2022 05:42 PM
if your service not working try this,
close all Browser and do clear cache and cookies for any Browser,
and try open one Browser incognito mode,
go sign in to Self-Serve, to review your account,
1. Click on Payment
2. Make a Payment
3. one Time Payment
4. you will see your Amount Due:$$
5. Payment Type: selected other ( Enter the desired payment amount )
6. you will do manually enter Amount:$$ + $1 extra
and if still not fix it follow this,
and if can't fix it you need To Contact Customer Support Agent by CS_Agent, and Explain your issue to them can solve your issue, they are nice service Team the will help you 100%.
Here’s How To Contact Customer Support Agent by Submit a Ticket,
Good Luck..
01-02-2022 05:04 PM
@pbkind13 wrote:
Why does my plan auto-expire instead of auto-pay? I checked my credit card number and expiry date. They are good. Get my phone working!
If you have no services (which is sounds like you don't since you say Get my phone working) due to an Autopay failure, you are going to have to make a top up payment by one of different methods: https://www.publicmobile.ca/en/bc/get-help/articles/top-up-your-account
Then services should resume, or you need to choose the reactive option on your Self Serve account.
But, if you are interrupting those Expired or Suspended messages you see on your Self Serve the day before and the morning of your renewal as your phone not working, but you services are actually working, then ignore those Self Serve messages. Happens to all of us.
01-02-2022 04:55 PM - edited 01-02-2022 04:57 PM
@pbkind13 wrote:
Why does my plan auto-expire instead of auto-pay? I checked my credit card number and expiry date. They are good. Get my phone working!
Firstly, you're chatting with other customers here, NOT public mobile staff.
WE can't get your phone working, but most likely you can.
If this occurred on your renewal date, it's almost always due to an auto-pay failure (which very rarely does happen around here)
Make a manual payment as indicated above - this will enable you to reactivate. Afterwards, you may need to reboot device, toggle airplane mode on/off, the usual stuff which tends to allow devices to 'reconnect' to Public Mobile's networks.
Kindly feedback if this worked.
01-02-2022 04:49 PM - edited 01-02-2022 05:46 PM
@pbkind13 : Yes it's frustrating for a small minority of customers. I don't think you need to re-do your payment card. Make a manual payment using the "Other" option and deposit enough to get your balance up to your plan cost.
Or use the 611 service with your 4 digit PIN and the same.
01-02-2022 04:47 PM - edited 01-02-2022 05:40 PM
you can Remove your credit card and Logout and
i suggest you close all Browser and do clear cache and cookies for any Browser,
and try open one Browser incognito mode,
or try it for a different Browser and open incognito mode,
how to open Browser incognito mode visit Here link,
how to clear cache and cookies and History visit Here link,
and use a Browser from your computer,is better
use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.
how to update your Browser visit Here link,
and Restart your computer, is will help a lot,
and log in and re entered your credit details,
just make sure your credit card number and your address match the same,
sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.
How To Update or Remove Your Payment
Follow these steps:
1. sign in to Self-Serve. Once signed in,
2. click on the ‘Payment’ tab,
then scroll to the bottom of the page and select ‘Manage my card’.
you will have the option to either select ‘Replace this card’, or ‘Remove this card’.
You will need to review and confirm this change to your account,