topic Re: Problem with Auto Pay in Get Support

Problem with Auto Pay

samuelweng718 — Wed, 05 Jan 2022 11:02:10 GMT

Dear Public Mobile,

I have registered the autopay system for a long time and there was no problem until today. First of all, I received a text message and show me that the rewards have been applied to my account which makes me think that the payment was successfully done. Then another text message shows that my plan did not renew because you guys did not receive my payment. So I logged into the system and try to do a manual payment. I have checked my current credit card expired date and it is not expired. However, the system keeps showing me "Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged." I really don't think this is my problem as I have used this credit card to pay my previous bill and it is not expired yet. This is very frustrating that I cannot use my data. I wonder if you guys can fix this issue as soon as possible.

Thank you for your time,

Samuel

Re: Problem with Auto Pay

Anonymous — Thu, 01 Nov 2018 17:17:30 GMT

@samuelweng718:

You said you had done a manual payment. Did that re-activate your service?

If not then you might be able to get it going with one or two tricks that have been found to work.

One is the lost/stolen feature. The other is an extra $1 or small amount extra manual payment.

You could also try restarting your phone.

Re: Problem with Auto Pay

krazykiwi — Thu, 01 Nov 2018 17:18:36 GMT

@samuelweng718 wrote:
Dear Public Mobile,

I have registered the autopay system for a long time and there was no problem until today. First of all, I received a text message and show me that the rewards have been applied to my account which makes me think that the payment was successfully done. Then another text message shows that my plan did not renew because you guys did not receive my payment. So I logged into the system and try to do a manual payment. I have checked my current credit card expired date and it is not expired. However, the system keeps showing me "Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged." I really don't think this is my problem as I have used this credit card to pay my previous bill and it is not expired yet. This is very frustrating that I cannot use my data. I wonder if you guys can fix this issue as soon as possible.

Thank you for your time,

Samuel

Hi and welcome.

How many times has your plan been renewed using autopay?

You can dial 611 and topup that way.

Has all your services stopped working, I see you mentioned data?

Re: Problem with Auto Pay

Anonymous — Thu, 01 Nov 2018 17:21:47 GMT

@samuelweng718:

Sorry. In addition, check that your address exactly matches that of the credit card.

Failing that again, then try removing the credit card and re-entering it. If you have a unit number in your address then put it in the street address field...not the the unit number field.

Re: Problem with Auto Pay

stonechucker — Thu, 01 Nov 2018 17:27:14 GMT

@Anonymous, unless there has been an expiry of the card or a change in mailing address, there should be no reason to verify the information on the Public Mobile system.

@samuelweng718, I suggest you check with your credit card issuer, to ensure something isn't wrong on their end.

Re: Problem with Auto Pay

will13am — Thu, 01 Nov 2018 17:52:35 GMT

@samuelweng718, if you confirmed that the payment history shows funds taken, just reach out to the moderator team and have them investigate. The moderator team can be reached via private message using this link. Please include in the private message account number and PIN code along with a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

Re: Problem with Auto Pay

samuelweng718 — Thu, 01 Nov 2018 19:27:28 GMT

I removed my credit card and instead I am using my debit card to do the auto payment. It works now. Thanks all for replying me.

Cheers,

Samuel