topic Re: I cannot submit payment in Get Support

I cannot submit payment

Stephane74 — Thu, 06 Jan 2022 07:54:34 GMT

Re: I cannot submit payment

hairbag1 — Sun, 20 Jun 2021 18:14:44 GMT

@Stephane74...have you tried dialing 611 to make payment with valid credit card ?

Re: I cannot submit payment

Anonymous — Sun, 20 Jun 2021 18:21:23 GMT

don't try too many times too fast

Account will get locked after 2 attempts. Too many attempts will trigger a fraud alert lock and you will have to contact customer service by Moderator Team to unlock the alert and then have them to add credit card for you.

If your service is suspended, or the following method doesn't work and you need to add fund urgently, it is best to purchase a voucher and add it thru 611 to get your service working and then contact customer service by Moderator Team.

Try this only after you have not made any attempts for 24 hours. It is best to try it late at night when the site has less traffic. (Tips: No more more than 4 unsuccessful tries with the same card within 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.)

1. Clear the browser cache and then close all tabs.
2. Launch your browser again, you might want to Use secret/private/incognito mode.
3. At Self-Serve, Payment Tab-> "Manage my Card" (Under the One Time Payment option) -> "Replace my card"
4. When filling in the information

a. Avoid autofill
b. If address/name your credit card statement is in ALL CAPS, follow it with All CAP.
c. Do not use the Apt/Unit box. Leave it blank.
If you have a suite #, add it to your street address instead.
When you fill out the street address, following Canada Post address if there is a discrepancy.
You might use the billing address on your second attempt if necessary.
Example: 101-1234 ABCD AVE E , City , PROV , CANADA , X0X0X0
d. Do not use a space in the postal code.
If it fails the first time, you might want to try X0X 0X (drop the last digit due to space)
e. Make sure you use the full name on the card.

5. Submit the credit card/address without a payment attached to have it register.

Re: I cannot submit payment

Dunkman — Sun, 20 Jun 2021 18:15:35 GMT

@Stephane74

Any specific questions about payment? Are you on autopay? paying by voucher? Paying via self service account versus dialing 611?

Here are some help articles on payment:

https://www.publicmobile.ca/en/on/get-help/articles?category=paying-for-your-service&subcategory=how-to-pay

Re: I cannot submit payment

Triguy — Sun, 20 Jun 2021 18:16:15 GMT

Can you provide more information ? Are you able to log into your account ?

You can make payment by purchasing a voucher and calling 611 or use recharge.com or ding.com but there is a service charge.

Re: I cannot submit payment

esjliv — Sun, 20 Jun 2021 18:48:09 GMT

Hi @Stephane74 ,

Are you trying to activate a SIM card and your froze up a the payment section?

If so, close out everything and try the activation again.

Even if you are trying to make a payment from already being an existing customer and having issues with Self Serve, trying again later, is sometimes a fix.

OR, clear your browser's cache/cookies or try a different browser.

If you need to register for a Self Serve account, you can do that here: https://selfserve.publicmobile.ca/self-registration/

Re: I cannot submit payment

softech — Sun, 20 Jun 2021 18:56:42 GMT

@Stephane74 reply with more details..

are you new to PM?

you are current user? you have credit card setup on the file? if you need to pay urgently and avoid service interruption, maybe you can pay via voucher or via retail topup.