topic Re: Troubleshooting in Get Support

Troubleshooting

dolphinangie954 — Sun, 06 Feb 2022 18:55:25 GMT

I'm trying to add money to my account thru a prepaid visa and it's not letting me

Re: Troubleshooting

Dunkman — Sun, 06 Feb 2022 18:57:36 GMT

Some prepaid Visa are not compatible with Public mobile payment system. Did this type of prepaid visa work in the past with Public mobile?

Other options is to purchase payment vouchers in store. Or online via recharge.com (extra service fee)

Re: Troubleshooting

VIP_Tech — Sun, 06 Feb 2022 18:57:47 GMT

Hi @dolphinangie954

close all Browser and clear cache and cookies,
and try open one Browser inPrivate mode,
or try different Browser and open incognito mode,

Re: Troubleshooting

Anonymous — Sun, 06 Feb 2022 19:00:39 GMT

@dolphinangie954 : Has the card been entered? Or is it the charging part that you're having the problem? Which exactly specific card is it? I know the MyVanilla does not work. Vanilla does. Others do.

Re: Troubleshooting

hTideGnow — Sun, 06 Feb 2022 19:10:28 GMT

HI @dolphinangie954 I think setting up a Prepaid visa is easier than a prepaid mastercard

some people just put the address on PM record when you register the prepaid visa, did you try that?

Re: Troubleshooting

dolphinangie954 — Sun, 06 Feb 2022 19:23:27 GMT

PM record?

Re: Troubleshooting

dolphinangie954 — Sun, 06 Feb 2022 19:24:51 GMT

I've used this type before

Re: Troubleshooting

Anonymous — Sun, 06 Feb 2022 19:25:26 GMT

I think he might mean file. On file with PM. Another way of calling being registered.

Re: Troubleshooting

dolphinangie954 — Sun, 06 Feb 2022 19:25:49 GMT

This is just a vanilla card, I usually get this n it works

Re: Troubleshooting

hTideGnow — Sun, 06 Feb 2022 19:26:40 GMT

@dolphinangie954 wrote:
PM record?

HI @dolphinangie954 the address you use on My Account. People put in the same address when filling in the address field for the prepaid visa

You said you use this type of Prepaid visa before, how you put in the address?

Re: Troubleshooting

Anonymous — Sun, 06 Feb 2022 19:28:00 GMT

@dolphinangie954 : Is that a capital v? ie. Vanilla. Or just plain ol' vanilla card. So where is the problem you're having?

Re: Troubleshooting

hTideGnow — Sun, 06 Feb 2022 19:29:13 GMT

@Anonymous wrote:
@dolphinangie954 : Is that a capital v? ie. Vanilla. Or just plain ol' vanilla card. So where is the problem you're having?

@Anonymous what is the difference? (sorry, trying to learning something new 🙂 )

Re: Troubleshooting

Anonymous — Sun, 06 Feb 2022 19:32:02 GMT

@hTideGnow : Using the capital denotes brand. Using the word vanilla is like vanilla ice cream or what you use for cooking. Used colloquially to say that something is plain and boring.

Re: Troubleshooting

dolphinangie954 — Sun, 06 Feb 2022 19:51:45 GMT

Its vanilla prepaid visa, it says pending transaction on my card and on my pm account it says I have but yet it says plan expired still and when I go add it says it has enougj

Re: Troubleshooting

hTideGnow — Sun, 06 Feb 2022 19:56:09 GMT

HI @dolphinangie954

so, you already added the card onto it without problem.

Do you see Available Fund on My Account as the plan amount sitting there?

Try to make a manual payment of $1 extra to trigger the renewal.

Then reboot your phone and see

If still shows suspended, then try the Lost/Stolen trick. Put the account on Lost/Stolen for 10 minutes. Logout and log in after 5 minutes and resume the service. It should work

Re: Troubleshooting

dolphinangie954 — Sun, 06 Feb 2022 19:58:40 GMT

Re: Troubleshooting

Anonymous — Sun, 06 Feb 2022 20:13:17 GMT

@dolphinangie954 : Right. I was wondering at what point you were. So...are your services working? If so then ignore the self-serve. What are the dates up top? And yes the lost/stolen function may help.

Re: Troubleshooting

dolphinangie954 — Sun, 06 Feb 2022 22:54:26 GMT

Still says enough is on there but hasnt renewed yet ugh

Re: Troubleshooting

Anonymous — Sun, 06 Feb 2022 22:56:31 GMT

@dolphinangie954 : Have you tried any services? Can you post a screenshot of the left side of your overview page.

Re: Troubleshooting

dolphinangie954 — Sun, 06 Feb 2022 23:24:52 GMT