Available Now: Buy the new iPhone 14, iPhone 14 Pro and iPhone 14 Pro Max from AT&T!
Enjoy 16GB of high-speed data for $25/mo.
myminimonk's profile

New Member

 • 

2 Messages

Wed, Jun 15, 2022 5:33 AM

Prepaid phone on auto-pay stops working when new billing cycle starts

I have a prepaid plan, along with 4 other phones (husband and kids).   We've had it for years on auto-pay.  The payment is taken out of my bank account and paid to AT&T on time.  My AT&T account shows it was paid and my balance as "$0.00".  But on the day it renews we lose service from midnight to around 8 or 9am.  We've tried all the usual fixes; restart our phones, remove the SIM card, turn phone off for 10 or more minutes, etc.  Nothing works.  We have no data, no texting, nothing.  We get the screen that says we have no data left and has the link to the AT&T prepaid website to pay our bill (which was already paid).  Numerous phone calls to AT&T have been unhelpful, as everyone we talk to hasn't a clue what I'm talking about.   Why are we losing service every single month, with AT&T telling us we need to pay our bill?  This has been every month when the period renews for the past 4 years.  

ATTHelp

Community Support

 • 

200.2K Messages

3分前

Hello @myminimonk, we're happy to help resolve your Prepaid auto concerns. 

 

Your AutoPay payment is automatically set for one day before the payment due date. For non-monthly plans, frequency is automatically set for one day before the balance expires. The bank issuing the prepaid credit card determines if recurring charges are allowed.

 

An option to correct the renewal of your plan to match your Auto pay is to turn off Auto pay and then back on after the start of your next monthly cycle, to have your plan go from the end of the month to the beginning of the next month so that there is not a delay in your Prepaid plan renewal.

 

You can do this by following these steps:

  1. Sign in to your AT&T PREPAID account.
  2. Select Profile & Settings, then Payment Options.
  3. Follow the prompts to edit payment details and confirm your changes.

 Keep in mind:

  • If you're on a non-monthly plan, you can set up AutoPay for a fixed amount.

Once you have made a payment on your Prepaid account and are still without data, reach back out to us here and we can meet in a DM to take a closer look into your Prepaid account. Thank you for contacting AT&T Community Forums.

 

Alasani, AT&T Community Specialist 

ACE - Sage

 • 

100.2K Messages

3分前

Hmm.  Worth a try, would like to know if that fixes it. 

New Member

 • 

2 Messages

3分前

ATTHELP, I'm not using a prepaid credit card.  It's a regular checking account (not Chime, Venmo, Greendot, etc).  And we've tried what you suggested several times in the past.  It didn't resolve the issue. 

ATTHelp

Community Support

 • 

200.2K Messages

3分前

Thank you for reaching back out @myminimonk. We want to get you into a DM to take a closer look into your Prepaid account. Check the message icon in the upper right portion of the page and reply. 

 

In the meantime, gather your Prepaid account and plan details, and we'll get started working towards a solution. Again, keep an eye out for the DM. 

 

Alasani, AT&T Community Specialist 

Need help?
Fix, replace or check device delivery
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.