topic Re: Can't pay or autopay, even with different cards in Get Support

Can't pay or autopay, even with different cards

ahm3dag — Thu, 06 Jan 2022 08:56:19 GMT

Unable to Process Transaction
Sorry, we are unable to verify your credit card information.

Can anyone please help me? I've tried using a different card, setting a manual amount for payment, and anything else i can think of. I'm not sure how to get in touch with a mod

Thanks everyone

Re: Can't pay or autopay, even with different cards

t_p — Wed, 03 Nov 2021 18:04:13 GMT

@ahm3dag wrote:
Unable to Process Transaction
Sorry, we are unable to verify your credit card information.

Can anyone please help me? I've tried using a different card, setting a manual amount for payment, and anything else i can think of. I'm not sure how to get in touch with a mod

Thanks everyone

@ahm3dag

Open a ticket here:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

Re: Can't pay or autopay, even with different cards

Anonymous — Wed, 03 Nov 2021 18:04:39 GMT

@ahm3dag

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 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 credit 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 can't fix it you Have To Submit a Ticket To Contact Customer Support Agent by CS_Agent, and 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, and Submit a Ticket

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..

Re: Can't pay or autopay, even with different cards

esjliv — Wed, 03 Nov 2021 18:24:19 GMT

@ahm3dag wrote:
Unable to Process Transaction
Sorry, we are unable to verify your credit card information.

Can anyone please help me? I've tried using a different card, setting a manual amount for payment, and anything else i can think of. I'm not sure how to get in touch with a mod

Thanks everyone

@ahm3dag

Open a TAB in incognito mode.
Log into your Self Serve account
Remove your existing credit card completely
Then, go back and add a credit card. Make sure the NAME matches exactly on the card, and the address is the same. Leave spaces out of in the postal code.

How do you get along now?

"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."

Read through this help article for paying online, for reference: https://www.publicmobile.ca/en/ns/get-help/articles/pay-for-your-services-online

Re: Can't pay or autopay, even with different cards

softech — Wed, 03 Nov 2021 18:20:35 GMT

@ahm3dag

Do not try more than two attempts , successful or not, or you will continue to get this message.

Always wait at leats an hour before your next attempt, ie, wait at least an hour to try a third time, then wait another hour for your forth attempt, etc

Please note that 4 unsuccessful attempts on the same card within 24 hours will trigger a fraud alert lock out requiring assistance from the CS Agent to unlock.

Clear the browser cache and then close all tabs, and relaunch or Simply use Incognito/InPrivate mode.
At Self-Serve, Payment Tab-> "Manage my Card" (Under the One Time Payment option) -> "Replace my card"
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.
. Submit the credit card/address without a payment attached to have it register.

Re: Can't pay or autopay, even with different cards

ahm3dag — Wed, 03 Nov 2021 18:20:00 GMT

I tried a different card with a different address as well, nothing works

Re: Can't pay or autopay, even with different cards

softech — Wed, 03 Nov 2021 18:22:07 GMT

@ahm3dag wrote:
I tried a different card with a different address as well, nothing works

@ahm3dag As I mentioned above, too many attempt might have triggered a Fraud alert lock on your account.

You can try to reach PM CS Agent and check and confirm if they say anything wrong on the back end:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.
Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.
Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

Re: Can't pay or autopay, even with different cards

CountyDownIeUk — Wed, 03 Nov 2021 18:24:12 GMT

How about.....on current browser....clear history and cookies. Or try a different browser.

Re: Can't pay or autopay, even with different cards

t_p — Wed, 03 Nov 2021 18:25:11 GMT

@ahm3dag wrote:
I tried a different card with a different address as well, nothing works

@ahm3dag

So, have you contacted CS?

If you're in a jam and can't wait for their response, then make a payment by vouchers or instant top-up.

Re: Can't pay or autopay, even with different cards

Anonymous — Wed, 03 Nov 2021 18:34:15 GMT

@ahm3dag wrote:
I tried a different card with a different address as well, nothing works

@ahm3dag

Efforts by fraudsters to gain unauthorized access to customer accounts with the goal of accessing banking information is on the rise. As part of our commitment to protect our customers’ personal information, we have robust security protocols in place that are designed to protect the privacy and security of our customers. fraud, and they system now see too many time you enter credit card so now you can't do anything with your payment need to reset by CSA them only can help you,

go see my OP instructions how to contact them.

Re: Can't pay or autopay, even with different cards

darlicious — Wed, 03 Nov 2021 18:35:36 GMT

@ahm3dag

Wait one full hour before trying again. Here is my original advice......often copied but never quite the same...lol😃!

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: Can't pay or autopay, even with different cards

CountyDownIeUk — Wed, 03 Nov 2021 18:37:41 GMT

😂