topic Re: Top Up Not Working in Get Support

Top Up Not Working

averyhorsman — Wed, 05 Jan 2022 08:25:24 GMT

I made an online payment with my debit Visa for a $40 plan. I rebooted my phone three times total and it's not working. Please help

Re: Top Up Not Working

mimmo — Wed, 20 Feb 2019 13:09:26 GMT

hi try the lost stolen trick:

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/SOLUTION-My-plan-has-enough-funds-but-will-not-renew-or-re/m-p/284552#M20518

Re: Top Up Not Working

Lieux — Wed, 20 Feb 2019 13:16:09 GMT

Hello @averyhorsman

Can you tell us what was the exact message? Is it a card with your SAME name and address??

Did you try a different browser or in private incognito mode?

Re: Top Up Not Working

averyhorsman — Wed, 20 Feb 2019 13:15:59 GMT

The payment went through. It shows I have to pay again March 22, 2019. Visa debit info matches my name and address on here. Never happened to me before, I always use this card! I dont get why it still doesnt work.

Re: Top Up Not Working

averyhorsman — Wed, 20 Feb 2019 13:14:04 GMT

Thanks, I'll try that now.

Re: Top Up Not Working

Lieux — Wed, 20 Feb 2019 13:14:27 GMT

Great happy for you!! Sometimes the site is finicky!!!

Re: Top Up Not Working

Alex888 — Wed, 20 Feb 2019 13:17:16 GMT

If it's still not working try adding $1 more to your account. Did you make sure to cover the tax on top of the cost of your plan? It doesn't display the total online.

Re: Top Up Not Working

averyhorsman — Wed, 20 Feb 2019 13:19:32 GMT

Yes, the tax was covered as well. I still have money in my bank account.. it doesnt make sense I did everything the same way I do it every other time

Re: Top Up Not Working

Lieux — Wed, 20 Feb 2019 13:22:07 GMT

It happened regularly... That's why it's better to have always funds in your available funds BEFORE the renewal date..just in case..

Re: Top Up Not Working

RobertQc — Wed, 20 Feb 2019 13:24:25 GMT

@averyhorsmanIs your account status currently active?

If the payment has gone through, but your phone not working can be taken as many different things, can you please be more specific about what is not working. Calls? Data? SMS? Are you connected to the public mobile network? Or is the screen just black and you can't even see the phones operating system?

Do you have another phone to try your sim card in?

Does your account history show the payment?

Re: Top Up Not Working

mimmo — Wed, 20 Feb 2019 13:31:20 GMT

@Alex888 all prices are pre tax, so if someone tops up with $40 they are charged $40+ tax. if they buy a $40 vocuher they are charged tax at time of purchase. so no matter which scenario tax has been paid no matter which method is used.

@Alex888 wrote:
If it's still not working try adding $1 more to your account. Did you make sure to cover the tax on top of the cost of your plan? It doesn't display the total online.

Re: Top Up Not Working

mimmo — Wed, 20 Feb 2019 13:37:12 GMT

@averyhorsman if payment history shows a payment and your phone is not working, (which is what your first post implied) and you have tried both the lost stolen trick and the 1$ trick I would contact the mods.

If you are unable to make a payment then, I would buy a voucher from recharge.com and top up that way. (getting confudes because you say you have money in account, which implies payment did not go through)

could you post a screenshot of your payment history?

Re: Top Up Not Working

Alex888 — Wed, 20 Feb 2019 13:40:19 GMT

@mimmoI was just asking him because it had sounded like he may have manually added $40 from his credit/debit card onto his account, so it wouldn't have included the tax.

Re: Top Up Not Working

stonechucker — Wed, 20 Feb 2019 13:41:26 GMT

@Alex888 wrote:
@mimmoI was just asking him because it had sounded like he may have manually added $40 from his credit card onto his account, so it wouldn't have included the tax.

@Alex888, as @mimmo has just explained, there is no way to not pay the tax. It's automatically charged when a payment is made, no matter how it is processed.

Please stop providing incorrect information. If you have questions, please research, or ask directly if you're unsure.

Re: Top Up Not Working

mimmo — Wed, 20 Feb 2019 13:47:04 GMT

@Alex888 wrote:
@mimmoI was just asking him because it had sounded like he may have manually added $40 from his credit card onto his account, so it wouldn't have included the tax.

@Alex888 there is no way to add funds pre tax, if you manually add $40 via selfserve your creditcard is charged 40$+tax.

the only way taxes could ever come into the equasion is if you deduct your tax rate from the anmout being paid. example in self serve pay 36, but your cc would show a $40 charge because of the added taxes.

Re: Top Up Not Working

Lieux — Wed, 20 Feb 2019 13:50:17 GMT

@averyhorsman if you need to contact the moderator because nothing works..here....

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 and explain with a lot of details what happened and what you tried...The waiting time is few hours to 2 days...Patience..