topic Re: Not able to process payment in Get Support

Not able to process payment

haseebahmed560 — Tue, 04 Jan 2022 10:21:01 GMT

Hi,

I wanted to pay my public mobile bill. I have tried paying by the visa card but it doesn’t process the payment I tried different cards but it doesn’t work. I also bought a $20 voucher to pay but i get the message the voucher can’t be verified.

Any help would be appreciated.

Thank you.

Re: Not able to process payment

computergeek541 — Mon, 25 Oct 2021 04:20:51 GMT

@haseebahmed560 wrote:
I wanted to pay my public mobile bill. I have tried paying by the visa card but it doesn’t process the payment I tried different cards but it doesn’t work. I also bought a $20 voucher to pay but i get the message the voucher can’t be verified.
Any help would be appreciated.

For the voucher, there can be a delay before the voucher's code starts working. Try it again a little later.

As for your credit card, usually a card being refused is a an issue with the way the billing address has been entered. If you have a unit number in your address, trying leaving that out.

Re: Not able to process payment

Anonymous — Mon, 25 Oct 2021 04:24:13 GMT

@haseebahmed560 : Try the voucher in the 611 service.

Your payment card entry may have become locked out due to fraud alert.

Re: Not able to process payment

haseebahmed560 — Mon, 25 Oct 2021 04:39:02 GMT

Tried calling *611 they don’t accept the voucher and ask me to enter in into the self serve portal instead.

Re: Not able to process payment

haseebahmed560 — Mon, 25 Oct 2021 04:41:35 GMT

For the voucher i has been more than 7 hours when I bought it but doesn’t seem to still work the only way i see is wait as the voucher is non refundable.

I tried without dashes with dashes the unit number but haven’t been successful.

Re: Not able to process payment

Anonymous — Mon, 25 Oct 2021 04:44:34 GMT

@haseebahmed560 : Dang it. Why do some vendors have to have a delay on the vouchers they sell? Some vendors have no delay. That means it's not this place. It's the vendor. Would you share the store you bought it from? (name, not location)

If the voucher has more than one 12 digit set of numbers then be sure to use the one labeled PIN#.

For the payment card entry:

try all upper case,

try no space in the postal code or drop the last digit,

match the address exactly to the billing address of the card.

Re: Not able to process payment

haseebahmed560 — Mon, 25 Oct 2021 04:47:56 GMT

Bought the voucher from real canadian store. Used the voucher number also tried to enter the pin. The three methods you mentioned i tried three of them no luck. Probably would have to get a new sim card I guess.

Re: Not able to process payment

Anonymous — Mon, 25 Oct 2021 04:51:31 GMT

@haseebahmed560 : I don't think this is a new SIM problem. The payment system has it's difficulties sometimes. I don't know why. The activation payment is much easier. But I would suspect it's locked out now. You'll need to contact the CSA's to sort that out.

Try that voucher PIN# again in the 611.

Re: Not able to process payment

darlicious — Mon, 25 Oct 2021 04:52:13 GMT

@haseebahmed560

Wait a full hour and try entering the PIN code # again via 611. There shouldn't be any dashes in the 12 digit pin code.

@Anonymous

Do you still have a RCSS pm voucher to show as an example?

Re: Not able to process payment

Anonymous — Mon, 25 Oct 2021 04:54:48 GMT

@haseebahmed560 : Also, listen to the balance on the account from the 611 recording. Maybe just maybe it's already worked.

@darlicious : Isn't there one in your catalogue? (without looking)

Re: Not able to process payment

darlicious — Mon, 25 Oct 2021 04:58:21 GMT

@Anonymous

Not an RCSS example.

@haseebahmed560

There are no RCSS pm vouchers in the voucher catalogue but the samples will give you an idea of which set of numbers you need to use. You only get 2 tries at entering a payment before you get locked out for an hour.

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Voucher-Catalogue/m-p/479165#M40236

Re: Not able to process payment

haseebahmed560 — Mon, 25 Oct 2021 05:05:57 GMT

Yes i do have the RCC’s voucher to show a moderator but not sure how to reach one.

I have already tried waiting and calling after 2 hours doesn’t really work. The due amount is same at every call. And i have tried the pin without the dashes doesn’t really make a difference.

Re: Not able to process payment

darlicious — Mon, 25 Oct 2021 05:06:26 GMT

@haseebahmed560

When you do try to add a credit card try this method....

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: Not able to process payment

haseebahmed560 — Mon, 25 Oct 2021 05:07:29 GMT

Yes when i try the credit card I didn’t place any dashes in the card number.

Re: Not able to process payment

darlicious — Mon, 25 Oct 2021 05:13:57 GMT

@haseebahmed560

Not having seen an RCSS voucher I don't know it's layout but it should have a 12 digit pin code # and then a 12 digit voucher or reference #. You want the PIN code # only. Then when you dial 611 press (1) and (1) again and then enter the 12 digit pin code #.

Not the best example but the slightly smudged out PIN# is what is entered vs the reference # or the UPS code both with 12 digits but of no use.

Re: Not able to process payment

haseebahmed560 — Mon, 25 Oct 2021 05:17:23 GMT

The RCC’s reciept is similar has a reference number then a PIN number and a voucher number i have tried the PIN number when calling *611 the voucher number at self serve but the same problem occurs can’t verify your voucher.

Re: Not able to process payment

darlicious — Mon, 25 Oct 2021 05:17:55 GMT

@haseebahmed560

Just to confirm you cannot enter your credit card to pay thru 611....just in case you tried.

Re: Not able to process payment

darlicious — Mon, 25 Oct 2021 05:20:38 GMT

@haseebahmed560

Ok only use the pin# thru 611 or self serve. But this is important you must wait a full hour after 2 attempts to pay either thru 611 or self serve as the system locks you out and just keeps giving you the same message. Is your renewal tonight?

Re: Not able to process payment

Anonymous — Mon, 25 Oct 2021 05:21:16 GMT

Yes, my recollection is that RCSS also uses the Blackhawk system. So yes, the PIN# and no spaces.

Actually the self-serve also only works with PIN#.

We'd really like to see you working with that voucher as the CSA's aren't around at this time of night.

Re: Not able to process payment

darlicious — Mon, 25 Oct 2021 05:22:50 GMT

@haseebahmed560

And you currently only have 611 to work with because self serve is down for unscheduled maintenance.