topic Re: Payment issues, unable to process transaction in Get Support

Payment issues, unable to process transaction

nic_man — Wed, 05 Jan 2022 15:27:26 GMT

Hey there, I've made several attempts with my credit card to pay off my outstanding balance (The same card I have always used, that was already on autopay and had worked previously) but for some reason every time I try to pay I get the error "Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged." This doesn't appear to be a declining of my card so I'm a bit confused why this won't work. Appreciate the help!

Re: Payment issues, unable to process transaction

LovesToPM — Tue, 28 Jan 2020 18:07:59 GMT

@nic_man wrote:
Hey there, I've made several attempts with my credit card to pay off my outstanding balance (The same card I have always used, that was already on autopay and had worked previously) but for some reason every time I try to pay I get the error "Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged." This doesn't appear to be a declining of my card so I'm a bit confused why this won't work. Appreciate the help!

Make sure your name and address matches exactly what your credit card company has on file. Have you recently moved?

You can try updating your card info: https://www.publicmobile.ca/en/bc/get-help/articles/update-or-remove-your-payment-card

When entering your address, be sure to leave the apartment field blank. If you live in an apartment, enter your address as "1-123 Main St".

If you try the same card number 3 times, it can get locked/refused by PM.

You'll have to contact Moderators for help.

To submit a ticket to Moderators: Click the green question mark at bottom and enter your question into SIMon. Answer the prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear.

If you encounter problems with submitting a ticket, you can send a private message to Moderators, but this alternate contact method may have longer response time.

Re: Payment issues, unable to process transaction

geopublic — Tue, 28 Jan 2020 18:07:27 GMT

@nic_man wrote:
Hey there, I've made several attempts with my credit card to pay off my outstanding balance (The same card I have always used, that was already on autopay and had worked previously) but for some reason every time I try to pay I get the error "Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged." This doesn't appear to be a declining of my card so I'm a bit confused why this won't work. Appreciate the help!

@nic_man Common issue with PM's payment system. The problem is PM's system timing out and not your credit card. Try a one time payment but instead of accepting the auto amount enter the amount manually. Soemtimes that will allow payment to go through.

Re: Payment issues, unable to process transaction

gblackma — Tue, 28 Jan 2020 18:31:08 GMT

@nic_man was your credit card charged ? If not, your account is locked from too many attempts. Wait an hour, clear your browser history, switch to incognito/private mode and try again. Leave the apt field blank. Enter your apt # in the address field. Ie xxxx-street address.

If the problem persists contact a moderator and explain your situation . Click on the green questionmark in the white circle at the bottom right of your screen. This connects to the autobot Simon. Type moderator and follow the prompts to get to one. (CLICK on account specific question and human and submit a ticket )

@nic_man wrote:
Hey there, I've made several attempts with my credit card to pay off my outstanding balance (The same card I have always used, that was already on autopay and had worked previously) but for some reason every time I try to pay I get the error "Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged." This doesn't appear to be a declining of my card so I'm a bit confused why this won't work. Appreciate the help!

Re: Payment issues, unable to process transaction

totalUser — Tue, 28 Jan 2020 18:08:56 GMT

If you tried many times it may be flagged by the system

Best to contact moderators, response time is not that bad these days.

https://publicmobile.ca.ada.support/chat/

If you are due today you can also get a voucher so that you don't lose the service

Re: Payment issues, unable to process transaction

nic_man — Tue, 28 Jan 2020 18:16:53 GMT

I just submitted a ticket but is 48 hours really a normal wait window? I've already missed a day's worth of business calls that were critically important..

Re: Payment issues, unable to process transaction

mpcdesign — Tue, 28 Jan 2020 18:25:15 GMT

@nic_man I tried the chatbot, it's okay.

The moderator team may be back-up with the log. Typically, they are pretty good and the oracles and the community have been good. The moderator is your best bet.

If you go back to the Community page, and scroll to the bottom of the page, you would see which moderators are working online. They may be fielding tickets at the time, and I guess, you could follow-up with them there. But, if your ticket is in the queue, they should be able to locate it then. (again, am not sure if this is a wise choice but I also understand your predicament being a business!)

Re: Payment issues, unable to process transaction

gblackma — Tue, 28 Jan 2020 18:25:39 GMT

If you are unable to get a voucher in store, you can get one online here and add it to your account . There is a small charge. https://www.recharge.com/en/canada/public-mobile-top-up?aid=125&gclid=CjwKCAiA1L_xBRA2EiwAgcLKA4GnR2VjLrcVVjqbodzz5Itc8Ew23kOWVBszfYZUN8f0rFH89Yc6BRoCRd8QAvD_BwE

@nic_man wrote:
I just submitted a ticket but is 48 hours really a normal wait window? I've already missed a day's worth of business calls that were critically important..

Re: Payment issues, unable to process transaction

mpcdesign — Tue, 28 Jan 2020 18:28:47 GMT

I just realized something, Do you live in a condo? Townhouse? Apartment? Suite? If so, I think I know why.

Please read this, this was my issue when I first started, it's the suite number that screwed me up. Once I fixed that, my payment went through.

Re: Payment issues, unable to process transaction

nic_man — Tue, 28 Jan 2020 18:42:39 GMT

No I live in a house, the card was already on my account for autopay (Although I did remove it to try and re-enter the info and it now won't add the card) and the information is definitely correct

Re: Payment issues, unable to process transaction

nic_man — Tue, 28 Jan 2020 18:45:56 GMT

I'll keep that as a backup if the moderator team isn't able to get back to me, as getting 150 in recharge comes with a fair amount of fees

Re: Payment issues, unable to process transaction

gblackma — Tue, 28 Jan 2020 18:47:25 GMT

@nic_man are you on a 90 day plan?

@nic_man wrote:
I'll keep that as a backup if the moderator team isn't able to get back to me, as getting 150 in recharge comes with a fair amount of fees

Re: Payment issues, unable to process transaction

mpcdesign — Tue, 28 Jan 2020 18:50:22 GMT

Have you tried clearing the simple things such as the cookies and cache in your browser? I doubt that work, but it's worth a shot. Do the simple things on your end to make sure. Who knows.

As well, did you do a search on the community? Try this, and click on the solution?

Re: Payment issues, unable to process transaction

LovesToPM — Tue, 28 Jan 2020 18:51:37 GMT

@nic_man wrote:
No I live in a house, the card was already on my account for autopay (Although I did remove it to try and re-enter the info and it now won't add the card) and the information is definitely correct

You are likely locked out. Do you have another card you could try?

While waiting for Moderator response, you can get a payment voucher to top-up your account and reactivate your phone service: https://www.publicmobile.ca/en/bc/get-help/articles/retail-faqs

Re: Payment issues, unable to process transaction

nic_man — Tue, 28 Jan 2020 19:03:51 GMT

I don't I got a response from a moderator and it seems like its going to be another 24 to 48 hours... I don't have another card to try as public mobile has never accepted my visa/debit for some reason. Additionally I have a $150 plan so I'm still going to end up getting gouged by tax that I honestly can't afford either

I find it really weird that PM would lock a card out of my account that was already on file

Re: Payment issues, unable to process transaction

LovesToPM — Tue, 28 Jan 2020 19:06:00 GMT

@nic_man wrote:
I don't I got a response from a moderator and it seems like its going to be another 24 to 48 hours... I don't have another card to try as public mobile has never accepted my visa/debit for some reason. Additionally I have a $150 plan so I'm still going to end up getting gouged by tax that I honestly can't afford either

I find it really weird that PM would lock a card out of my account that was already on file

If it's a VIsa Debit card, it can't hurt to try it now.

PM accepts credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S.

Re: Payment issues, unable to process transaction

nic_man — Tue, 28 Jan 2020 19:07:04 GMT

Yes, and I would temporarily switch to a 30 day plan to pay my account off but they don't offer the 90 day plan I have on PM anymore

Re: Payment issues, unable to process transaction

nic_man — Tue, 28 Jan 2020 19:08:22 GMT

I definitely would, but I no longer have the money in that account since I transferred it into my credit card (The card that is now blocked)

Re: Payment issues, unable to process transaction

LovesToPM — Tue, 28 Jan 2020 19:09:19 GMT

@nic_man wrote:
Yes, and I would temporarily switch to a 30 day plan to pay my account off but they don't offer the 90 day plan I have on PM anymore

Yes I agree. Don't do that. You won't be able to switch back via self-serve account.

The lock out is a safe guard against possible fraud, but it has been known to cause headaches.

Re: Payment issues, unable to process transaction

mpcdesign — Tue, 28 Jan 2020 19:12:25 GMT

Can you buy a pre-paid credit card sold in the grocery stores? It a small amount for the month, at least you can have a phone that is active versus inactive for 48 hours.