topic Re: Funds did not top up in Get Support

Funds did not top up

th3count — Thu, 06 Jan 2022 07:09:03 GMT

Hello I am having trouble. I used a voucher to add funds to my account. There was no error and seems to have taken successfully. However my funds on my account have not increased and the voucher is now reporting invalid.

Re: Funds did not top up

JK8 — Sat, 20 Feb 2021 05:24:31 GMT

@th3count wrote:
Hello I am having trouble. I used a voucher to add funds to my account. There was no error and seems to have taken successfully. However my funds on my account have not increased and the voucher is now reporting invalid.

Can you call 611 from your phone to see what it says about the balance?

As well have a look at your transaction history in self service to see if it was added.

Re: Funds did not top up

Anonymous — Sat, 20 Feb 2021 05:57:32 GMT

@th3count : Were your services suspended at the time? Not self-suspended. Was the voucher amount enough to get your balance up to cover your plan cost? Are your services now working? Did you have other intentions for adding money?

Re: Funds did not top up

LovesToPM — Sat, 20 Feb 2021 11:58:53 GMT

Hi @th3count

You can try logging on your account again.

In addition to checking your available funds, you can take a look at your payment history:

https://publicmobile.ca/en/on/get-help/articles/view-bill-information

Re: Funds did not top up

HALIMACS — Wed, 24 Feb 2021 19:00:59 GMT

@th3count

Look here in your "View Payment History" tab to see if voucher was applied: [ not shown below, however it will display under the "Transaction Type" column as "Top-Up Voucher / Réapprov. avec un bon" ]

If you DON'T see it there, maybe try applying it again, but use the opposite method of applying it. (*611 vs self-serve)

If using self-serve, clear cache & cookies, open incognito tab, and try again.

[Sol'n highlighted ...... Luddite]

Re: Funds did not top up

darlicious — Sat, 20 Feb 2021 12:48:07 GMT

@th3count

As @HALIMACS mentioned I suspect its a matter of the site glitching because you didn't clear your browser, reboot, use secret/incognito mode in chrome, firefox or safari....method. Whenever you intend to perform any kind of action in your account (other than looking at it.....) use the above method it will just generally avoid having weird stuff happen when you least want it.

Double check basic account info by dialing 611 it will always give you correct account details.

Re: Funds did not top up

th3count — Sat, 20 Feb 2021 16:54:43 GMT

Thanks guys, I figured it out. I added the voucher via phone and not the website and it accepted it. It may have been a glitched transaction waiting to expire.