Subscription Renewal & Payment

[OGG]

Hi, my Public Mobile subscription ended sometime in January, and I manually paid to renew it on January 12th, 2024, but I still have no service. I assumed that since the payment was made on Sunday, that's why I didn't have cellular service.

Please can someone look into this for me because the receipt is available in my payment history

[will13am]

---

@OGG wrote:

Sorry, there is no receipt in my payment history for January 2025. The most recent receipt there is for December 2024

---

You should be fine to select pay now to resume the service.  Be sure to check that you have the subscription setting to ON so that there won't be future service disruptions.  

[hairbag1]

@OGG 

if you want service immediately, click on that link and pay. If your $$ eventually show up in your account, they'll get used for next renewal.                Why not go in to your account and enable SUBSCRIPTION (autopay) and never have to go through this problem again.

[OGG]

Sorry, there is no receipt in my payment history for January 2025. The most recent receipt there is for December 2024

[OGG]

Under the payment history in the photo, it shows December 12th as my last payment because the one I made on January 12th, 2025 hasn't been confirmed by Public Mobile 

[OGG]

I will get charged again if I click on that and there are no refunds. Like I said, I made a payment on the 12th of January, 2025 and the money has been deducted from my bank account but it shows as a pending transaction. Usually, it is immediate and then my service resumes. 

[kb_mv]

Your photo shows you need to pay $17.25 now to reactivate your service. Look under payment history to see if it shows the funds you say you recently paid.

[hairbag1]

@OGG 

so what happens when you click the "Pay Now and Resume Services" link ?

[OGG]

I am using a Visa prepaid Debit Card

[OGG]

I am logged in and no funds are waiting because I didn't load any funds to my account. This is what my account looks like when funds aren't loaded on the account and have been making payments this way for a while to have service

[kb_mv]

---

@OGG wrote:

No, no, no. The funds do not have to be added to the account before my subscription renews. That's a different thing entirely. I have made payments that way and have also made a payment without funds being loaded into my account before I get service

---

@OGG You said your service expired sometime this month. In order to reactivate it you need to add funds (by whatever means) and then reactivate your service. Are you using a Visa/Master card debit card or other valid Canadian credit card? You can't add funds directly from your bank account with Public Mobile.

[OGG]

I already did, using the link you provided. Thanks

[OGG]

No, no, no. The funds do not have to be added to the account before my subscription renews. That's a different thing entirely. I have made payments that way and have also made a payment without funds being loaded into my account before I get service

[hairbag1]

@OGG 

please...log in to your account either on the web or mobile app. Just to confirm if those funds are in your account waiting for you to resume your service.

[eddieO]

@OGG this might be the problem, making the payment outside of the account/app. I would contact the support agent using one of the links already provided... hopefully they should be able to assist you

[kb_mv]

---

@OGG wrote:

No, they weren't loaded onto my account. it was a direct payment from my bank(KOHO) to the merchant (Public Mobile)

---

@OGG That's not how it works. Funds are loaded into your account and then applied towards your plan. If you loaded funds (doesn't matter how) you still need to use those funds to reactivate your service. Did you go into your account to see if any funds are showing?

[OGG]

No, they weren't loaded onto my account. it was a direct payment from my bank(KOHO) to the merchant (Public Mobile)

[OGG]

Hi I tried this but it didn't

[kb_mv]

@OGG Are the funds you loaded into your account still there as funds available? If yes, you still have to reactivate the service. If there are no funds available and your service still doesn't work after a restart, contact customer service via the chat icon or a direct message here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[eddieO]

@OGG try restarting your phone to see if that helps. If not, you can open a ticket to message a support agent:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)