Your services are on hold

[beto83]

My account is on hold and do see a banner on the account overview page, I've clicked on the Pay Now and Resume Services followed the instructions to add funds and reactive my account, and do see a successful message indicating the payment has been processed and services will be resumed shortly, well it's been 3 days now, looking for urgent assistance with this.

[dust2dust]

I would take that in a heart beat. Say goodbye to the $13 plan. Count me in. Too bad I don't see that when I go to change plans.

[beto83]

Yes, it shows $25 balance, when you click on history you see an error message, but was loading previously, also when clicking on Pay Now and Resume Services, I get taken to a page where it says to change my $10 subscription, What is this, what $10 subscription, that doesn't exist it should be $45... 

[softech]

@beto83 

Again, login My Account using Incognito mode, just want you to check two more things

 on the same Overview page with your screenshot , do you see Available fund at the bottom? how much was it?

On Payment history page, https://myaccount.publicmobile.ca/en/account/payment/payment-history   , does it show your recent payment?

[beto83]

 

 

[softech]

@beto83   if it still show cycle ended June 21st, but not showing ON Hold, it is weird

How about payment history page https://myaccount.publicmobile.ca/en/account/payment/payment-history

Your recent payment was there?  

How about Available Fund, any amount there? Maybe the amount you put in didn't used for renewal?

https://myaccount.publicmobile.ca/en/account/overview

And you checked credit card and it shows your recent payment?

I would really message support and see what they see

[beto83]

I've submitted a ticket, thanks for the suggestions all.

[beto83]

I don't see the account status active but do see the cycle date with ended on Jun 21st, just tried this in incognito mode, same result.

I've restarted my phone but still no service, the reseat the sim didn't try, seems like a crazy combo move, i feel this
is an error at the service level as there are no network errors but the banner shows up, but very misleading if i'm told that payment has gone through and services would be restored shortly.

[hTideGnow · Accepted solution]

HI @beto83   

Service should resume after you paid.  Your credit card shows PM charged you? Reboot your phone 

and submit a ticket with CS agent  if still not working:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[softech]

@beto83   

if you login My Account again, but using Incognito mode, do you see the account status Active showing the cycle date?

did you reboot the phone since payment?

If reboot didn't work, try to reseat the sim card.  Power down phone first, take sim card out, wait a minute, then put it back and power on

Also, if you have another phone, best to test the PM sim card there.  If will force a sim reprovision and it could resolve your issue

If nothing works, yes, please message support here:

                 https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there