topic Re: Visa Credit Card Not Working in Get Support

Visa Credit Card Not Working

JeremyKoch — Wed, 05 Jan 2022 17:31:32 GMT

I had a Visa credit card set up for auto-renewal. I just found out today that it did not renew and my plan hasn't been active for a week. When I delete the credit card and reput it in, it says:

"Unable to Process Transaction
Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged."

I have tried getting rid of my apartment number. I have also tried getting rid of the last digit of my postal code per another forum post. Nothing worked. I was able to put in an Amex credit card to get my plan running, but I really need the plan to go onto the Visa. I'm at a loss of what to do.

Re: Visa Credit Card Not Working

Jb456 — Tue, 21 Jul 2020 17:33:27 GMT

Contact moderators for assistance. Two ways to reach them.

If you're having difficulty opening a ticket with Simon the chat bot then see 2.

2- via private message at link below

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Visa Credit Card Not Working

JeremyKoch — Tue, 21 Jul 2020 17:36:08 GMT

I tried to open a ticket through Simon, but it never gave me a place to actually explain my issue. So there is an open ticket, but it doesn't explain anything. Should I just wait for a mod to respond and then explain my issue? Or should I send a private message?

Re: Visa Credit Card Not Working

gblackma — Tue, 21 Jul 2020 17:36:22 GMT

@JeremyKoch try to add it one more time. When entering your Visa 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).

If this fails, contaxt the moderators and ask them to add it for you. There are 2 ways to contact the Moderator Team:

Faster response- 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 the Moderator Team. Click here to get started.
Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password. Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen. The mods answer will show up there. When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.

Welcome to PM .

Re: Visa Credit Card Not Working

Jb456 — Tue, 21 Jul 2020 17:38:24 GMT

@JeremyKoch id send a private message. At least this way you can explain all the details to them. Ensure you provide verification info in the private message..Name, Email on account, PIN.

On the chat bot if you select "other" I believe there's one you can write the problem out.

Re: Visa Credit Card Not Working

Jb456 — Tue, 21 Jul 2020 17:42:50 GMT

@JeremyKoch

On chat bot. If you select "other" from drop down then "something else" it lets you type the issue.