topic Re: Couldn't make payment in Get Support

Couldn't make payment

WEIDONGWANG — Wed, 05 Jan 2022 16:16:48 GMT

hello there,

we set up auto payment. but it didn't charge to the card on the due date/ we tried to pay with visa and Mastercard, none of them were accepted. i used both Microsoft Edge and Internet Explore to try, but no luck. please help.

Thank you,

Re: Couldn't make payment

ddeep91 — Tue, 31 Mar 2020 20:25:41 GMT

@WEIDONGWANG

Please edit your personal information because it's visible to everyone here.

Try calling 611 from your phone and making payment that way.

If your service working?

If it just ignores the message you see online.

Re: Couldn't make payment

gblackma — Tue, 31 Mar 2020 20:28:15 GMT

Is your account suspended? And your service not working properly @WEIDONGWANG ? You may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and amount due.
3. Select the reactivate account button.
4. Restart your phone.
or can also use 611 to make your payment( once you know your 4 digit pin):
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

Let us know if it works. Thanks

Re: Couldn't make payment

kselmak — Tue, 31 Mar 2020 20:41:03 GMT

If you need to restart your service you can do it with vouchers sold on had stations or recharge.com

Then you can try adding your card in incognito mode, don't use apartment number field and don't use the space for the postal code

Re: Couldn't make payment

mpcdesign — Tue, 31 Mar 2020 20:43:49 GMT

@WEIDONGWANG, to make a credit payment, you need to make sure the fields are correct when entering the address in the form, especially if you live in an apartment, condo, suites, units or townhome. I know it may seem redundant but this is how Public Mobile systems work. A bit quirky? Yes, but we love it here!

Steps to changing payment information

Log in to Self-Serve account, and click on the Payment tab
Scroll down a bit until you see 'Manage my card,' and click on this link
A pop-up message may pop open, just wait for the system to find your information
Click on either replace this credit card or remove this credit card as shown in the screenshot.
If you live in a townhouse, apartment, condo, and so on, I input my address as Apt#-Street#, simply because it is the preferred addressing method as advised by Canada Post. And now by Public Mobile.

This is how you should do it! By leaving the Apt# dialogue box empty, and entering your address like a letter, will work in the payment system
Click on Save when ready.
Do watch your email icon at the top of the page here, because if you don't respond when the first contact you, they will cancel the ticket, and you will have re-do the ticket again

*Note: Mastercard Debit seems not the best choice to use. You could use vouchers, but I have a negative experience while others in the forum have pleasant experiences.

**Note2: Make sure you set up Autopay to get the convert $2 savings!

Re: Couldn't make payment

geopublic — Tue, 31 Mar 2020 20:50:56 GMT

@WEIDONGWANG

IMPORTANT WARNING: This is a public forum. You should remove your p# and a# immediately otherwise you are in danger of SIM jacking. Click on the 3 dots edit your post to remove that info!!!

Re: Couldn't make payment

JenL — Tue, 31 Mar 2020 21:18:42 GMT

@WEIDONGWANG As well, when you register your card make sure your addresses match to your public mobile account.

Re: Couldn't make payment

gblackma — Tue, 31 Mar 2020 21:21:21 GMT

@WEIDONGWANG When entering your 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).

Re: Couldn't make payment

popping — Tue, 31 Mar 2020 21:22:37 GMT

@WEIDONGWANG wrote:
hello there,
It's for phone number 5*8 account 1*7.
we set up auto payment. but it didn't charge to the card on the due date/ we tried to pay with visa and Mastercard, none of them were accepted. i used both Microsoft Edge and Internet Explore to try, but no luck. please help.
Thank you,

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.

You can also buy a PM topup voucher to add fund to your account and get your phone working ASAP. Then ask moderator to fix your autopay issue.

If you don't want to go out during the physical distancing request by our government, you can purchase voucher online using recharge.com, ding.com or muskbird.com. These site will charge convenience fee. But it is money well spent to keep the spread of COVID-19 from spreading.

Re: Couldn't make payment

WEIDONGWANG — Tue, 31 Mar 2020 21:32:17 GMT

i tried with calling 611, since i removed auto payment method, it doesn't work anymore

Re: Couldn't make payment

JenL — Tue, 31 Mar 2020 21:44:20 GMT

@WEIDONGWANG Try to click on the question mark and ask a mod, you can submit a ticket to talk to someone.

Re: Couldn't make payment

gblackma — Tue, 31 Mar 2020 21:59:04 GMT

@WEIDONGWANG have you tried re-adding your credit card? When entering your 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).