topic Re: I have a similar problem in Get Support

Unable to process transaction

rootsmith — Tue, 04 Jan 2022 17:59:36 GMT

Trying to activate an account and it is becoming quite a saga.

Firstly, would not accept credit card with error message, "Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged" despite having used this credit card with two other activations and balance well below limit. Then support worked around issue to port number successfully. But then couldn't set up self-serve account because it said it didn't recognize phone number. Finally, support resolved that issue but now I am back at the first issue - I cannot change plan to put a proper talk, text and data plan on the account because it won't recognize the credit card.

Obviously the first issue was never really fixed. Only a work around found. And now I am fearful of my other accounts failing renewal if there is a major issue with PM's payment processing. I am seeing a lot of issues raised from others regarding "unable to verify your credit card" as well. Is there an ETA on when this issue will be fixed?

Re: Unable to process transaction

BrrMcGrr — Mon, 22 Aug 2016 19:13:25 GMT

@Shazia_K @Mary_M

These 2 Mods will be able to assist furthur.

Re: Unable to process transaction

Shazia_K — Mon, 22 Aug 2016 19:16:26 GMT

Hello @rootsmith,

I'm sorry about this,

Is it possible to get your Public Mobile phone number via private message?

I will look into this for you.

Thanks,

Shazia

Re: Unable to process transaction

rootsmith — Mon, 22 Aug 2016 19:39:55 GMT

Hi @Shazia_K and @Mary_M,

The phone number is 6**-***-****

To recap, the number has successfully ported into PM. The initial 10 day talk and text plan is working. I have successfully logged into the self-serve account.

However, I am still unable to change the plan because the credit card is not verifying. Note that this is a credit card I used to setup up two other accounts and use on a daily basis for everything. I assure you, there is nothing wrong with the credit card nor the details I enter. The balance is well below the limit. I have phoned the credit card company and they say there is nothing wrong and they do not see any failed transactions on their side.

Thanks for helping.

Re: Unable to process transaction

Shazia_K — Mon, 22 Aug 2016 19:45:18 GMT

Hey @rootsmith,

Please do not post private info here, as this is a public forum.

Can you try using a different credit card instead please?

Thanks,

Shazia

Re: Unable to process transaction

rootsmith — Mon, 22 Aug 2016 20:28:01 GMT

I do not have another credit card therefore I would prefer to see the problem fixed. I think its clear that PM has a problem processing credit card transactions.

I used this card just this morning for another on-line purchase for a much larger amount and it was successful.

Re: Unable to process transaction

Shazia_K — Mon, 22 Aug 2016 20:44:26 GMT

@rootsmith,

Can you please send me a private message with your Public Mobile phone number?

Thanks,

Shazia

Re: Unable to process transaction

rootsmith — Tue, 23 Aug 2016 03:36:11 GMT

Note that in the end I was able to use another credit card successfully. This is not an acceptable solution as far as I am concerned, however. There is still an issue with your payment gateway and I am worried that when my other two accounts go to renew the credit card will be declined.

Re: Unable to process transaction

Shazia_K — Tue, 23 Aug 2016 15:21:03 GMT

@rootsmith,

There is a possibility that the credit card is blocked due to too many transactions.

The credit card will be good to use after 14 days.

Thanks,

Shazia

Re: Unable to process transaction

rootsmith — Tue, 23 Aug 2016 16:53:13 GMT

No, your statement is absolutely false. I just used the card within the last half hour. I use it multiple times a day and only PM is failing the transaction. I sincerely hope that PM is working hard to fix the problem because I am not the only one affected. PM has an issue with payment transactions and needs to fix it.

I have a similar problem

dpfv1106 — Fri, 02 Dec 2016 07:20:03 GMT

I cannot change my credit card to make a payment,

Re: I have a similar problem

Sna_ke — Fri, 10 Nov 2017 21:31:11 GMT

I see this is still an issue. Any plans on getting it solved?

I have a CC that has available balance and I just used it. PM hasn't been able to charge it, and now my service is suspended. I don't have another credit card to use.

Re: I have a similar problem

Shazia_K — Fri, 10 Nov 2017 21:35:23 GMT

@Sna_ke,

Sorry to hear about this 😞

Please send me a private message with your Public Mobile phone number so that I can take a look into this and fix this for you.

Thank you,

Shazia

Re: I have a similar problem

danielsound — Sun, 12 Nov 2017 01:36:34 GMT

I have the same problem 😞 going to pm you

Re: I have a similar problem

Dunkman — Thu, 14 Jan 2021 13:40:42 GMT