topic Re: Not able to add payment in Get Support

Not able to add payment

mcgrathstephenp — Tue, 04 Jan 2022 09:48:31 GMT

My account has been suspended, I have money on my card, but every time I go to reactive account make payment of amount due it says your account already has enough balance but the balance is $3? I don't get it.

Re: Not able to add payment

darlicious — Mon, 20 Dec 2021 16:08:03 GMT

@mcgrathstephenp

Choose other amount and add the necessary funds.

Re: Not able to add payment

t_p — Mon, 20 Dec 2021 16:17:30 GMT

@mcgrathstephenp wrote:
My account has been suspended, I have money on my card, but every time I go to reactive account make payment of amount due it says your account already has enough balance but the balance is $3? I don't get it.

@mcgrathstephenp

Try using a browser in private/incognito mode to log in and make whatever amount necessary to pay for the plan renewal..

If you see a reactivate button, click on it too.

Re: Not able to add payment

Anonymous — Mon, 20 Dec 2021 16:58:22 GMT

@mcgrathstephenp

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or 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,

go sign in to Self-Serve, to review your account,

1. Click on Payment

2. Make a Payment

3. one Time Payment

4. you will see your Amount Due:$$

5. Payment Type: selected other ( Enter the desired payment amount )

6. you will do manually enter Amount:$$ + $1 extra

7. Tax: will collect automatically,

8. Click ‘Submit’,

9.after payment successful, you have to do Rebooting your phone
what is meant by rebooting the device turn off and turn it back on.

10. and how much you pay the extra is will going to your account Available funds:$$ has the amount left,

and for next bill cycle the will take it from there automatically,

and if still not fix it follow this,

Add Funds to your Plan Amount through Self Serve
Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Reboot your phone,
what is meant by rebooting the device turn off and turn it back on.

Re: Not able to add payment

malloryharrigan — Mon, 20 Dec 2021 17:03:06 GMT

I'm also having this problem and cannot make a payment no matter what I do.

I've tried choosing other amount, and using an incognito browser and it will not accept my payment.

Been trying to update my info on autopay and will also not accept my CC info.

I even tried calling *611 to make a payment and the automated service will not accept my PIN.

Payment was due today and service is already suspended.

Calling my CC provider to check in, but this seems to be an issue with public mobile.

Anyone have any more advice?

Re: Not able to add payment

t_p — Mon, 20 Dec 2021 17:05:44 GMT

@malloryharrigan wrote:
I'm also having this problem and cannot make a payment no matter what I do.
I've tried choosing other amount, and using an incognito browser and it will not accept my payment.

Been trying to update my info on autopay and will also not accept my CC info.
I even tried calling *611 to make a payment and the automated service will not accept my PIN.
Payment was due today and service is already suspended.
Calling my CC provider to check in, but this seems to be an issue with public mobile.

Anyone have any more advice?

@malloryharrigan

If nothing works for you, contact CS for 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.

After sending the message, watch your community inbox for their reply.

Re: Not able to add payment

Anonymous — Mon, 20 Dec 2021 17:06:34 GMT

@malloryharrigan

Accepted payments (publicmobile.ca)

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to
them can solve your issue, they are nice Service Team they will help you 100%.

Here’s How To Contact Customer Support Agent by 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. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
Click here to submit a ticket↗↗.

or you can send a private message to Customer Support Agent by Click Here link,

please include in your message,
phone number,
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
- Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
Check your private message inbox (click on the envelope top right of your screen)

Good Luck....

Re: Not able to add payment

esjliv — Mon, 20 Dec 2021 18:24:54 GMT

@mcgrathstephenp wrote:
My account has been suspended, I have money on my card, but every time I go to reactive account make payment of amount due it says your account already has enough balance but the balance is $3? I don't get it.

@mcgrathstephenp - I don't think I read if you actually had any services or not...did I miss that somewhere?

If your services are WORKING - ignore those Expired/Suspended messages on your Self Serve account. Unfortunately, we all get a scare the first time we see this upon renewal. These are 'normal', ignore those messages.

If your services are NOT WORKING - then a manually payment and a resume/reactivation option needs to be selected. See other posts to help you with that.