topic Re: Speak to human in Get Support

Re: Speak to human

taviab — Tue, 04 Jan 2022 10:17:25 GMT

Hello,

I have a phone xxx-xxx-xxxx. My credit card says declined and I confirmed that I have room on it and tried multiple cards and it still says declined. I tried my husbands card and it worked for his phone but wont work on my mine. I have not had a phone for three days and need help please. If it can't be resolved I will have to switch providers. I have missed 2 doctor appts already...

I love your service and would hate to leave.

Thanks

Tavia xxxx

Edit by Dunkman: removed personal information

Re: Speak to human

softech — Wed, 03 Nov 2021 13:44:06 GMT

@taviab Please update your post to remove your phone number and email address. This is a public forum and we are all customer like you. You don't want your info posted here

for you payment issue, did you try to logon to My Account and try Manual pay?

At the Payment page (https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/) click One Time Payment,

First try to pay manually using Amount Due.

If it does not work, try to use Other and put in your Amount due +$1 and see if it goes through.

Once payment goes through with either way above, check if there is a Reactivate Current Plan button , if so, click on it

Then logoff from My Account and Reboot your phone

If if still not work and you really need to contact customer support, you will have to open a ticket with them instead of live support on phone

To contact Customer Support:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.
Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: Speak to human

Dunkman — Wed, 03 Nov 2021 13:50:26 GMT

@taviab

The payment system is finicky. Sometimes you get locked out from payment system. Might want to try again in one hour. Maybe clear cache, incognito mode or different web browser. When you enter the credit card information, make sure the address exactly matches your credit card billing address.

If you need service right away, you can purchase a payment voucher either online (recharge.com - service fee applies) or in store and load up the funds and get service right away.

Then wait for CSA response after you submit a ticket (as described above).

P.S. I will start your own thread/topic.

Re: Speak to human

t_p — Wed, 03 Nov 2021 14:17:44 GMT

@taviab wrote:
Hello,

I have a phone xxx-xxx-xxxx. My credit card says declined and I confirmed that I have room on it and tried multiple cards and it still says declined. I tried my husbands card and it worked for his phone but wont work on my mine. I have not had a phone for three days and need help please. If it can't be resolved I will have to switch providers. I have missed 2 doctor appts already...

I love your service and would hate to leave.

Thanks
Tavia xxxx

Edit by Dunkman: removed personal information

@taviab

Have you tried making the payment via 611 on your phone? You'll need the account PIN if you want to use the credit card on file but won't need it if you pay with vouchers (keep in mind some vouchers bought at certain places need a few hours before becoming active) or instant top up (canadiantire gas bars...).

If you don't succeed in re-registering your cc in your account, you'll need CS help:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

Note: There are no humans to speak to at PM, everything is done online.

Re: Speak to human

Anonymous — Wed, 03 Nov 2021 17:10:04 GMT

@taviab

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 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 if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

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 Card

To update or remove your credit or Visa debit card details,

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,

and if can't fix it you Have To Submit a Ticket To Contact Customer Support Agent by CS_Agent, and Explain your issue to
they can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
Check your private message inbox (click on the envelope top right of your screen)

Good Luck..

Re: Speak to human

darlicious — Wed, 03 Nov 2021 18:12:49 GMT

@taviab

The main issue you are probably having now is getting the error message after two attempted payments. This is will continue if you don't wait an hour for this temporary lock out to clear. Read thru the spoiler below to avoid all of the tiny errors you can make that will cause the error message in the first place and then reoccurs by the third attempt. This rule also applies to payments via 611 but the errors thru 611 commonly occur by a mistake in a voucher number or accidently reusing a previously loaded voucher.

I just click on one time payment and in the middle of the page you can click on manage my card. Then I follow this procedure....

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

Reboot your device.
Clear your browser, use secret/incognito mode in firefox, chrome or safari.
Choose replace card rather than remove card.
Copy your address from your billing statement.
Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
Do not put a space in the postal code. X0X0X0 not X0X 0X0.
USE ALL CAPS if necessary.
Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from customer support.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.

Re: Speak to human

pkaraa — Sun, 07 Nov 2021 23:10:29 GMT

Try registering credit card after clearing the cache or in incognito mode in a new browser window.

There is no one to talk to, CSA and community will help.

October

darlicious — Fri, 12 Nov 2021 20:06:46 GMT

Oops

Edit:

Geez you are too quick! I haven't double checked yet!!😀