topic Re: Help. Autopay error. Card payment not accepted. Can not find vouchers in Get Support

Help. Autopay error. Card payment not accepted. Can not find vouchers

newtovan — Tue, 04 Jan 2022 19:14:19 GMT

Hi there,

My account was set to renew today via AutoPay. It has not worked and my account has been suspended. The card that was assigned to AutoPay is the card used to top up originally. I have tried to re-enter the card and an alternative with no luck (Visa debit & Visa Credit). I also ventured out to Money Mart and Shell and both places told me they do not sell vouchers for Public Mobile. I also had no luck trying to update over the phone. I have sent an email to Publi Mobile but if anyone has a solution please do share. I am job hunting so its a real problem not to have my phone working.

Thanks for taking the time to help.

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

7789849803 — Fri, 04 Dec 2015 22:12:13 GMT

@newtovan Are you also in Vancouver? If so, I may be able to help.

Is your card being declined when you try to make a manual payment? Any idea why this might be?

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

newtovan — Fri, 04 Dec 2015 22:20:33 GMT

I am in Vancouver. More than one card has been declined when done manually. No idea why.

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

7789849803 — Fri, 04 Dec 2015 22:28:02 GMT

@newtovan That sounds weird. I've sent you a private message - please read and respond.

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

7789849803 — Fri, 04 Dec 2015 22:36:38 GMT

@newtovan I don't have any other ideas - but I did respond to your private message just now to see if you're geographically in the same vicinity.

I'd say if multiple payment methods are being declined, you'll have to wait till PM support responds (which hopefully will be very shortly).

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

srlawren — Fri, 04 Dec 2015 23:23:29 GMT

@newtovan wrote:
I also ventured out to Money Mart and Shell and both places told me they do not sell vouchers for Public Mobile.

This is odd. I had to get a couple of vouchers when I first activated, and it was Shell I got them at (in Langley, on 200th St. near the freeway--but this may not be near your part of greater Vancouver). I'm trying to remember what the "code" was that the person used in their gift card system. I think it was PBLM or PB ML or something like that. I might still have the vouchers at home, I could look and see if it's printed on them. Sorry I wish I had that info handy. 😞

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

srlawren — Fri, 04 Dec 2015 23:26:25 GMT

I should add: I had a similar credit card problem when I went to pay for my first 90-day plan. Initially I activated with a 10-day $10 text-only plan just to test out the SIM. I tried to pay for my 90-day plan with the same credit card that worked on initial activation but I could not get it to work no matter what I tried at the time. That's why I went and got the vouchers.

Subsequent to that, however, I was finally able to add the card to my account by completely ignoring ALL of the formatting instructions on the page where you add a card, and formatting everything exactly as it appears on my credit card bill, PLUS I had to add spaces in the card number, despite instructions on the form to the contrary. So instead of 1234123412341234 I had to enter 1234 1234 1234 1234. This may or may not help you but might be worth a try!

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

manil_c — Sat, 05 Dec 2015 00:06:25 GMT

@srlawren wrote:
I had to add spaces in the card number, despite instructions on the form to the contrary. So instead of 1234123412341234 I had to enter 1234 1234 1234 1234.

I'm surprised the system has these sort of issues. Then again, it's in beta!

Anyway, trying a different format to enter data was imaginative 🙂

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

youbme — Mon, 07 Dec 2015 01:02:12 GMT

Hi @newtovan, has your payment problem been resolved? Please let us know and we can escalate to a PM community manager if not.

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

newtovan — Mon, 07 Dec 2015 06:21:36 GMT

Hello @youbme

Day 3 of trying and still no luck. Same error message every time.

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

7789849803 — Mon, 07 Dec 2015 06:50:17 GMT

@newtovan Wow - I'm so sorry to hear that your payment issue is still unresolved even after 3 days!

Since it has been well past 48 hours since you emailed PM support and you still haven't heard back, I am now notifying @Mansi_G and @Jeremy_M. They are community managers who will esclate your problem, and hopefully fix the issue right away.

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

srlawren — Mon, 07 Dec 2015 08:43:57 GMT

@newtovan I'm not sure where you are in the lower mainland, but I got my vouchers at the Shell station at 8622 200 Street in Langley, BC, V1M 3A6. But the PM site has a locator for other places that sell, you can search by your location. Locator is here: https://publicmobile.ca/en/bc/how-to-pay

The code that the Shell employee needed to enter was "PBLMBL". I went in and picked up two Public Mobile gift card looking things from the gift card rack and took them to the till. The lady said they were just for display and she started looking on her terminal behind the till. As she wasn't familiar with PM's vouchers, she asked me if PBLMBL was right and I had no idea but she said it was the only one that sounded close to their name so I took the chance and they worked. I just found the vouchers in my drawer and they say right at the top in all caps "PBLMBL".

After you buy, you take the receipt (that's all you get is what looks like a receipt), sign into your self-serve account, make a payment, from voucher, and you enter the PIN number that's printed on the receipt, something like this:

##########

Your PIN number is

XXXX XXXX XXXX

##########

where the x's are the actual 12 digits of your PIN.

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

srlawren — Mon, 07 Dec 2015 08:44:46 GMT

@manil_c wrote:

I'm surprised the system has these sort of issues. Then again, it's in beta!

Anyway, trying a different format to enter data was imaginative 🙂

Thank you! Yes, I was surprised too, especially when the form gives you explicit instructions to the contrary.

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

Guetson_R — Mon, 07 Dec 2015 16:08:23 GMT

@newtovan

Hi,

I have sent you a private message to analyse the issue in your account.

Please, take the time to check your message.

Thank you

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

7789849803 — Mon, 07 Dec 2015 17:13:43 GMT

@Guetson_R Maybe you should just put @newtovan on a 10 day plan for now for free, so it immediately restores the account? No one should have to suffer through no cellphone service for the better part of a week when looking for a job...

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

Guetson_R — Mon, 07 Dec 2015 17:40:55 GMT

@7789849803

It is in fact a great idea. I'm just waiting until he answers the message that I have sent to him on private.

Thank you

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

newtovan — Thu, 10 Dec 2015 19:56:10 GMT

Hi all, @7789849803 @srlawren @Guetson_R

I have used the store locator and been to three stores. Shell and Money Mart on West Broadway and Esso on Cnr Davies & Burrard. The first two had no idea what I was asking. Esso were able to print a barcode from a machine behind their till but their main system was unable to recognise it and they were unable to sell it to me.

I have done everything I can think of. Is there anything else I can try? I missed out on a job this week because I'm not contactable when I leave the house. I am going to have to change networks. Am I able to take my number to a new network.

Thanks

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

7789849803 — Thu, 10 Dec 2015 20:11:07 GMT

@newtovan Our community manager has been trying to reach you since early Monday morning (more than 3 days ago), and this is the first response from you on this thread since then. It is absolutely imperative that you respond promptly to a PM support employee when they reach out to you. Not doing so is a great way to prolong the time it takes to resolve your problem.

Please work with @Guetson_R one-on-one (either through private messages or on here directly) to get this resolved. I can assure you that the PM support team will keep working with you until the problem is resolved. But if you don't respond to them in a timely manner, you will not have anyone else to blame for the crisis in these times of your job search.

All the best to you.

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

newtovan — Thu, 10 Dec 2015 20:14:57 GMT

Thanks @7789849803,

I should have said that I responded to the private message from @Guetson_R on Tuesday but have not heard back. I have double checked and its in my sent messages. Please let me know if I need to re-send or need to get in touch a different way.

Re: Help. Autopay error. Card payment not accepted. Can not find vouchers

7789849803 — Thu, 10 Dec 2015 20:28:39 GMT

Interesting. It looks like @Guetson_R has not been online since Monday.

@Jeremy_M, @Mansi_G, @Cat_L, @David_J, @Val_T, @Lachlan_M - are any of you able to immediately jump in to salvage this situation, given the extended absense of our other community manager?

Our friend has been suffering without service for about a week now, and since s/he is currently looking for a job, the situation demands even more urgent attention. Thanks in advance for doing whatever the situation calls for.