topic Re: Autopay failure suspended account in Get Support

Autopay failure suspended account

Nova77 — Thu, 06 Jan 2022 08:29:16 GMT

What is protocol to get account up and running in case of credit card mix up when bank had temporarily suspended the card when payment was due at end of month by my request because wallet was missing .Wallet now found new card registered as other was about to expire anyway .Bank says the card is good but self serve public mobile says card declined by credit card provider contact them well I already have so any solution welcome so I can restore phone service

Re: Autopay failure suspended account

softech — Tue, 05 Oct 2021 02:47:06 GMT

@Nova77 it could be PM system failing instead of on the credit card side. Autopay does fail from time to time

You can try to do a manual payment on My Account once more (don't try too many time, too many failure attempt will have it locked).

if you are in a rush to renew your plan, you might want to get a voucher and load the voucher for now. You can get a voucher from most retails like Shoppers Drug Mart or Esso or Shell. Or you might do a direct Retail Top up , but there is a $1 surcharge.

Re: Autopay failure suspended account

Nova77 — Tue, 05 Oct 2021 02:51:25 GMT

Alright thank you softtech I will try going the route of finding a voucher it will be labelled public mobile I take it ?

Re: Autopay failure suspended account

will13am — Tue, 05 Oct 2021 02:54:24 GMT

@Nova77 , it is likely the payment card is being blocked due to potential fraud concerns. If your payment card is known to be working but is being rejected, click on the chat symbol on the lower right corner of the webpage and initiate a support ticket. The CSA will help to unblock it.

Re: Autopay failure suspended account

softech — Tue, 05 Oct 2021 02:55:33 GMT

@Nova77 you might want to get your voucher from London drugs and Shell , vouchers from there can be loaded immediately, while voucher from other retails might have a wait time of 24 hours

or you can do instant top from most Canadian Tire Gas, Esso, Gateway Newstands, and MacEwen locations.

Re: Autopay failure suspended account

Nova77 — Tue, 05 Oct 2021 02:56:10 GMT

Thank you will13

Re: Autopay failure suspended account

hairbag1 — Tue, 05 Oct 2021 03:15:43 GMT

@Nova77...for on-line voucher, try https://www.recharge.com/en-ca/public-mobile

Re: Autopay failure suspended account

softech — Tue, 05 Oct 2021 03:35:39 GMT

@hairbag1 .. but not sure if OP has a working CC to use online for now.. LoL

Re: Autopay failure suspended account

hairbag1 — Tue, 05 Oct 2021 03:50:56 GMT

@softech wrote:
@hairbag1 .. but not sure if OP has a working CC to use online for now.. LoL

Ok...I read that the credit card was good but rejected by PM for some reason.

If the credit card is not working...then forget my suggestion.

🤓

Re: Autopay failure suspended account

Anonymous — Tue, 05 Oct 2021 03:57:31 GMT

@softech : I interpret the same as hairbag1 ??

Re: Autopay failure suspended account

softech — Tue, 05 Oct 2021 04:05:06 GMT

I was just making fun saying not sure if OP's credit card indeed work. apologize if it confused everyone more 🙂

Re: Autopay failure suspended account

darlicious — Tue, 05 Oct 2021 10:08:17 GMT

@Nova77

As mentioned by @softech vouchers from London Drugs, SDM, 7/11 and Shell stations are all immediately valid and loadable via 611 upon purchase. Dial 611 and press (1) and (1) again then enter the 12 digit pin code #. It will tell you once loaded successfully and pm will send you a text confirming it as well.

RTP (real time payments) are also available at Mobil and Canadian tire gas bars (retail outlets have vouchers at customer service but have delay of up to 12 hours) for a $1 fee.

Additional info on vouchers contributed by community members and their personal experiences can be found here:

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Voucher-Catalogue/m-p/479165#M40236

Here's how to update your credit card and/or make a payment.

I just click on one time payment and in the middle of the page you can click on manage my card. Then I follow this procedure....

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 customer support.

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: Autopay failure suspended account

t_p — Tue, 05 Oct 2021 14:34:39 GMT

@Nova77

Personal experience:

Earlier this year, my amazon account was hacked and my cc compromised. The bank changed it but when I tried to use it, authorizations were declined repeatedly. Had to call the bank, found out there were still a few "red flags" that needed to be removed. Once done, problem resolved at amazon.

However, when some time later I tried to make a purchase on ebay, the card was declined again. Call to the bank confirmed everything was fine on their end and the declined requests were in fact authorized! Contacted ebay, after some foot dragging they had to put on a techie to check my account, do some "fixing" at their end to get the issue resolved.

Moral of the story: First contact the bank to ensure everything is ok with your account, then contact the merchant (PM) to ask them to fix whatever glitches at their end.

Re: Autopay failure suspended account

Anonymous — Tue, 05 Oct 2021 16:32:43 GMT

@Nova77

you can Remove your credit card and Logout and

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

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.

how to update your Browser visit Here link,

and Restart your computer, is will help a lot,

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,to refreshing your network,

and log in and re entered your different credit card details,

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.

How To Update or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to Self-Serve. Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

and if still not fix it you Have To Submit a Ticket To Contact Customer Support Agent by CS_Agent ,

Explain your issue to they can solve your issue, they are nice service Team the will help you 100%.

Here’s how to contact Customer Support Agent by CS_Agent,

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 Customer Support Agent by CS_Agent,Click Here link,to get started.

or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
You’ll need to be logged in to your Community account for the link to work.

please include in your message,
your account number,
your phone number,
your account 4 digit pin,
your Email address,

Customer Support Agent by CS_Agent, will Response to your inbox by private message
During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
- Monday to Sunday: 6 AM to 10 PM EST
Check your private message inbox (click on the envelope top right of your screen)

Good Luck...