topic Re: report payment processing issue? in Get Support

report payment processing issue?

ckyvr — Thu, 06 Jan 2022 07:25:09 GMT

I neglected to update my CC information after receiving a new one and before my autopay was processed.

When trying to update my registered autopay CC, 2 different credit cards were declined. They both have plenty of balance, correct billing address and CVN. No declined transactions observed by the issuers.

I suspect public mobile has a payment processing service issue, but I can't see how to report this.

Suggestions? Moderator?

Re: report payment processing issue?

Triguy — Wed, 31 Mar 2021 17:15:42 GMT

Here’s when and how to contact the Moderator Team:

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: report payment processing issue?

hTideGnow — Wed, 31 Mar 2021 17:20:47 GMT

When you updated the CC, did you use "Replace this Credit Card" option?

After you put in the new card, did you try to add some fund to test it out? You can add $1+plan amount to test

If you still have issue, contact the Mod:

To open a ticket with mod, click on the Bubble or directly at : https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Enter your question in SIMon. Follow the prompts until you reach the Contact Us button,

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: report payment processing issue?

TheGx — Wed, 31 Mar 2021 17:17:09 GMT

@ckyvr :Yeah this is problem lots of customers have, to contact Moderator Team click white bubble bottom right or click envelope button top right.

If need to top up before card issuer fixed buy voucher from London Drugs or Shopper Drug Mart and dial 611 or *611 to refill.

Re: report payment processing issue?

darlicious — Wed, 31 Mar 2021 18:21:26 GMT

@ckyvr

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

Reboot your device.
Clear your browser, use secret/incognito mode in firefox, chrome or safari.
Choose replace card rather than remove card.
Copy your address from your billing statement.
Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
Do not put a space in the postal code. X0X0X0 not X0X 0X0.
USE ALL CAPS if necessary.
Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot