topic Re: Unable to Process Transaction in Get Support

Unable to Process Transaction

gbnichol — Thu, 06 Jan 2022 06:42:54 GMT

Unable to Process Transaction
Sorry, your credit card transaction was denied by your card issuer, so this purchase could not be completed. Your credit card has not been charged. Please contact your card issuer for more information.

I have received this error message when trying to make a payment or change my autopay credit card. I have tried multiple credit cards on multiple operating systems with multiple browsers. I have contacted my credit card issuer and they tell me they see the successful transactions.

Something is clearly wrong with the Public Mobile payment service.

I know that I am not the only person experiencing this issue. How do we get it resolved???

Re: Unable to Process Transaction

JK8 — Sat, 02 Jan 2021 18:02:29 GMT

@gbnichol

Clear your browser cache/history/cookies. Close browser and open a new browser in incognito/private mode. Also, you can try a different browser.

Enter the credit card address “exactly” as it appears on your statement.

Note: The credit card will get locked after a few failed attempts. You will then have to contact a moderator for assistance to have it unlocked.

If you continue to have problems with your credit card contact a moderator:

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.
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.

Re: Unable to Process Transaction

gbnichol — Sat, 02 Jan 2021 18:05:27 GMT

Thanks for the quick reply but I think there is something else going on here. A actually have 3 separate account and they are all behaving the same way, even on the first attempt.

I am awaiting a response from a moderator.

Again, thanks!

Re: Unable to Process Transaction

Triguy — Sat, 02 Jan 2021 18:15:08 GMT

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

Re: Unable to Process Transaction

gbnichol — Sat, 02 Jan 2021 18:46:19 GMT

Thanks for the suggestion.

I have confirmed with the credit card company that the transactions are successful at their end. All of my credit card information is accurate. Public Mobile is dropping the ball.

Re: Unable to Process Transaction

hTideGnow — Sat, 02 Jan 2021 19:02:49 GMT

@gbnichol wrote:
Thanks for the suggestion.

I have confirmed with the credit card company that the transactions are successful at their end. All of my credit card information is accurate. Public Mobile is dropping the ball.

so, they actually charged your money?

contact moderator and get this sorted out. They likely will ask if you want to refund or have the fund stayed in the account for next month/future use

something similar happen to me..(but that was from activation, they activated twice) i asked them to refund.. but it was going no where after 2 weeks.. i have to reopen a ticket and ask them to leave the fund to my account.. then bingo, i see the money within a day or 2. So, if you are here anyway, i think ask them to leave the fund there for future would be easier.