topic Re: Activation process stuck at Payment page in Get Support

Activation process stuck at Payment page

ryanan — Wed, 05 Jan 2022 15:58:50 GMT

I am doing online activating today but stuck at payment page. It says "Sorry, we are unable to verify your card at this time. Please ensure your card details are entered correctly and try again. If you continue to experience problems, contact your card provider for more information."

I actually tried both of my credit cards and none worked. I ensured all information is entered correctly.

Is there system issue?

I am trying to activate account today so that my referral can get her $20 referral bonus.

Re: Activation process stuck at Payment page

Daps — Sun, 31 May 2020 18:26:19 GMT

@ryananyou may get help with your activation thru live chat here:

https://www.publicmobile.ca/en/bc/get-started

If it errors out when entering your payment information, here are a few tips you can try:

Make sure the billing information you entered is exactly as shown on your credit card statement.
Do not include any apartment/condo/suite numbers, and do not enter any special characters or abbreviations in the address line.

Re: Activation process stuck at Payment page

RossN — Sun, 31 May 2020 18:24:53 GMT

@ryanan wrote:
I am doing online activating today but stuck at payment page. It says "Sorry, we are unable to verify your card at this time. Please ensure your card details are entered correctly and try again. If you continue to experience problems, contact your card provider for more information."
I actually tried both of my credit cards and none worked. I ensured all information is entered correctly.
Is there system issue?

I am trying to activate account today so that my referral can get her $20 referral bonus.

@ryanan hi check to see if your card was charged insert sim see if it works leave apt number blank that always screws things up make sure all else is exactly as on your cc

Re: Activation process stuck at Payment page

hairbag1 — Sun, 31 May 2020 18:24:50 GMT

Make sure to enter the postal code as V5N7Y1....not V5N 7Y1...no space between numbers.

Re: Activation process stuck at Payment page

Dunkman — Sun, 31 May 2020 18:26:16 GMT

@ryanan

If your credit card was not charged, you can try again. But, maybe use a different web browser, clear cache or incognito mode. Chrome incognito works well. Might want to give some time in between attempts

With credit card information, make sure name of the card and address exactly matches the billing address. If apartment number, leave the section blank.

Re: Activation process stuck at Payment page

ryanan — Sun, 31 May 2020 18:28:56 GMT

I didn't know I need to insert the new SIM card first. I will try again.

Re: Activation process stuck at Payment page

ryanan — Sun, 31 May 2020 18:31:23 GMT

Now it says I will have to try after 50 minutes.

Re: Activation process stuck at Payment page

hairbag1 — Sun, 31 May 2020 18:36:13 GMT

@ryanan wrote:
Now it says I will have to try after 50 minutes.

Maybe try using a different web browser too. Try using Firefox and use in Private Mode (or incognito if that's what you have.) Also, clear out your cache files.

Re: Activation process stuck at Payment page

Triguy — Sun, 31 May 2020 18:36:34 GMT

Trying using a different browser and incognito mode. Also clear your cache and cookies then reboot.

If you are using a payment card, leave the apartment/suite number in the payment information section blank.

Re: Activation process stuck at Payment page

RossN — Sun, 31 May 2020 18:39:26 GMT

@ryanan wrote:
I didn't know I need to insert the new SIM card first. I will try again.

@ryanan no you don't need to put sim in first necessarily it was just to check to see if you have service a lot of times it say cc failed but actually it goes through 😁

Re: Activation process stuck at Payment page

gblackma — Sun, 31 May 2020 18:48:51 GMT

@ryanan wait 1 hour from last attempt, clear your browser history, go to private/ incognito mode and try again to activate your account. When entering your debit/ credit card information:
1. Enter the credit card address exactly as it appears on your statement ( capitalize all if necessary ).
2. Leave the apartment field blank, if applicable enter your apt in the street address field ie xxx - street address.
3. Enter your postal code without spaces ( if there is a space on the credit card statement then enter the first 5 digits only with the space).

How to activate https://www.publicmobile.ca/en/bc/get-help/articles/activation-account-set-up

Re: Activation process stuck at Payment page

ryanan — Sun, 31 May 2020 20:24:52 GMT

I installed FireFox and used Private Window to activate.

I still got the exact same error message "Sorry, we are unable to verify your card at this time. Please ensure your card details are entered correctly and try again. If you continue to experience problems, contact your card provider for more information."

I checked my credit card company's transaction history and there was no charge at all.

Re: Activation process stuck at Payment page

Dunkman — Sun, 31 May 2020 20:30:47 GMT

@ryanan wrote:
I installed FireFox and used Private Window to activate.
I still got the exact same error message "Sorry, we are unable to verify your card at this time. Please ensure your card details are entered correctly and try again. If you continue to experience problems, contact your card provider for more information."
I checked my credit card company's transaction history and there was no charge at all.

@ryanan

Did you follow the instructions by @gblackma in previous post? The credit card entry system is finicky.

If you are still having issues, you can contact moderator to help or try the live chat feature (if available) for activation.

https://www.publicmobile.ca/en/ab/get-started

Moderators will take 1-2 days response time. If you really need to activate today, you could buy a payment voucher either in store or online (recharge.com - service fee applies) and activate right away and sort out the credit issues later with moderator.

Re: Activation process stuck at Payment page

hairbag1 — Sun, 31 May 2020 20:31:20 GMT

@ryanan wrote:
I installed FireFox and used Private Window to activate.
I still got the exact same error message "Sorry, we are unable to verify your card at this time. Please ensure your card details are entered correctly and try again. If you continue to experience problems, contact your card provider for more information."
I checked my credit card company's transaction history and there was no charge at all.

You can get a payment voucher at your corner Shell gas station or London Drug...or many other retail locations and use it for your account...then deal with credit card issue later on.

Re: Activation process stuck at Payment page

RossN — Sun, 31 May 2020 20:32:43 GMT

@ryanan hi have you tried the live chat?https://www.publicmobile.ca/en/ab/plans

Re: Activation process stuck at Payment page

popping — Sun, 31 May 2020 20:58:40 GMT

@ryanan

Make sure the credit card address matches what is on your statement.
1. If you live in multi-unit building, don't use the unit # or apt#. Just use the building number.
2. If the postal code on your statement has a space in the middle, left the last digit out. PM check the first 6 characters of the postal code only including the middle space.

1. You can try another credit or debit card if you have another one.

2. You can get a PM topup voucher. Some store does not activate them right away. But with member feedback, Shell gas station activates PM voucher right away. By the time you are back home, your voucher is ready.

3. Always restart your browser before trying again as PM server does not handle the session state correctly. Restarting browser will ensure you have a fresh session state.

Good luck and welcome to PM!

Have a better and better days!

Re: Activation process stuck at Payment page

ryanan — Mon, 01 Jun 2020 02:45:14 GMT

I used my wife credit card and succussfully activated SIM. Her card has the same address as mine. Not sure why hers worked but mine didn't.

I also bought payment voucher from Shell, just in case.

Anyways, thanks everyone for your help. I am excited to join PM.

BTW, later on, when I update credit card information to mine, will I see the same issue again?