topic Re: reactivating service in Get Support

reactivating service

Cold-Comfort — Thu, 06 Jan 2022 08:06:59 GMT

Hi there. I received a message that my credit card payment didn't go through and my service it cut off. I realized that I received a new card and hadn't put in the new info. I went to the site and filled out the form and when I hit submit it just reloaded the page with the empty form. I think that it went through; but, when I tried to make a payment to cover this month; it froze and wouldn't do the function.

Re: reactivating service

Triguy — Wed, 04 Aug 2021 16:57:15 GMT

Try using a different browser and incognito mode. Also try clearing your cache and cookies then reboot.

Re: reactivating service

Anonymous — Wed, 04 Aug 2021 17:01:08 GMT

@Cold-Comfort

i suggest you can try it for a different Browser
and do clear cache and cookies for any Browser,

and use a Browser from your computer,

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

microsoft edge how to update your browser visit Here

and Restart your computer, is will help.

and if you use a home internet please do one thing take your power internet off for about a 1 minute and put it back on,

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

you can Remove your credit card and Logout and after 2 minutes log in and re entered.

How To Update Or Remove Your Payment Card

To update or remove your credit or Visa debit card details, sign in to Self-Serve. Once signed in,

click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here,

you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..Remember, we accept 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: reactivating service

darlicious — Wed, 04 Aug 2021 17:42:40 GMT

@Cold-Comfort

Seems like you did everything else correctly so its probably just your browser but here is a few things to keep in mind....

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

Re: reactivating service

esjliv — Wed, 04 Aug 2021 19:06:51 GMT

@Cold-Comfort wrote:
Hi there. I received a message that my credit card payment didn't go through and my service it cut off. I realized that I received a new card and hadn't put in the new info. I went to the site and filled out the form and when I hit submit it just reloaded the page with the empty form. I think that it went through; but, when I tried to make a payment to cover this month; it froze and wouldn't do the function.

Hello @Cold-Comfort

When you try a tab in incognito mode, and log into your Self Serve do you see the Available Funds with the $$ you added? If so, can you resume/reactivate services?

If the Available Funds is $0, try adding a $1 top up and see if that triggers your account to give you the option of resume/reactivate?

Try to pay the amount of your plan again, if your card did not get charged.

If your card did get charged and above is not working, list your phone into lost/stolen mode, then go back and resume it.

If still issues after that, ask Moderators to help you get back into action.

https://www.publicmobile.ca/en/bc/get-help/articles/contact-a-moderator