topic Re: I cannot make a payment in Get Support

I cannot make a payment

Sorinn — Mon, 07 Feb 2022 14:18:49 GMT

I payed with the credit card I have on file for two years now. Suddenly it does not get through. I contacted the CC company but they told me they don't have on records any attempt to make a payment to Public Mobile (so obviously it's not that I don't have funds or whatever else someone may try to answer). I tried to erase it and register again but it does not get through at all. Is the PMobile system down? I tried yesterday and today. I tried to pay from my bank account, but that cannot find Public Mobile. What can I do?

Re: I cannot make a payment

darlicious — Mon, 07 Feb 2022 14:24:28 GMT

@Sorinn

Is your payment card still registered in your account? If so then go to the make a payment page. Choose "other amount" and enter enough funds to cover your plan amount. Confirm and submit the payment. Your plan should automatically reactivate.

If it only adds to your available funds then go to the plans or usage page and click on the lost/stolen feature. Suspend your service. Log out/in. Resume your service. Your plan should automatically reactivate. Log out and reboot if necessary.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #

Re: I cannot make a payment

Meow — Mon, 07 Feb 2022 16:47:21 GMT

Sometimes current browser does not work properly so I would try another one.

Try to add small amount as 'other' first.

Did you consider to activate autopay? Then you do not have to manual pay every 30 days.

Re: I cannot make a payment

VIP_Tech — Mon, 07 Feb 2022 18:05:18 GMT

Hi @Sorinn

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

your CC in your account and CVV is valid !

or get in touch with Customer Support Agent (publicmobile.ca)

let them check it,

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)

Re: I cannot make a payment

Sorinn — Mon, 07 Feb 2022 20:46:09 GMT

I installed Chrome to login (I use firefox). It's new, so the cache is clear. It's the same.

Re: I cannot make a payment

Sorinn — Mon, 07 Feb 2022 20:47:28 GMT

Thank you very much, I will do it. I would hate to change the provider because of a glitch!!

Re: I cannot make a payment

Meow — Mon, 07 Feb 2022 20:49:52 GMT

@Sorinn wrote:
I installed Chrome to login (I use firefox). It's new, so the cache is clear. It's the same.

I would strongly suggest to contact agent then and not to mess up with the account. There are few options how to resolve failed payment you can try (repeated multiple times in this forum) but in the mean time send a note to agent to start process.

Send a private message to the CSA by clicking https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

You’ll need to be logged into your Community account for the link to work.

Be ready to provide account information to CSA to confirm your identity.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: I cannot make a payment

Sorinn — Mon, 07 Feb 2022 21:11:55 GMT

Thank you! I contacted a CSA. I hope to resolve it. Did it happen ever to somebody else?

Re: I cannot make a payment

darlicious — Mon, 07 Feb 2022 23:25:29 GMT

@Sorinn

Good idea. Maybe for some reason the fraud lock got tripped for your card which would be why you are not having any success making a payment and your bank doesn't see any attempts even for autopay. Autopay will only try once so if it failed because there was a power surge or two attempted charges at the same time or one of the many possible reasons autopay can fail by unlucky coincidence then you would still be able to make a manual payment.

It also doesn't appear that it's because you tried more than twice and not waited out the hour before trying again. Or made more than 5 attempts that does trigger the fraud lock as it appears locked before autopay kicked in....so just make sure the CSA also opens a ticket with tech team to investigate the cause.

If you don't know your 4 digit account pin# ( which allows card payments thru 611) Then verify with the CSA and change your account pin # for future reference. List it as Uncle Bob's phone number in your contacts of your phone 1 416 872 XXXX. Then website glitches or browser issues etc...won't interfere with making a payment thru 611.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

Re: I cannot make a payment

Sorinn — Tue, 08 Feb 2022 21:01:08 GMT

Thank you!

Re: I cannot make a payment

Sorinn — Tue, 08 Feb 2022 21:24:14 GMT

Thank you, finally I was able to pay!

Re: I cannot make a payment

Sorinn — Tue, 08 Feb 2022 21:25:22 GMT

Thank you very much! You helped me a lot sending me to a CSA. I could pay 🙂

Re: I cannot make a payment

darlicious — Tue, 08 Feb 2022 21:41:17 GMT

@Sorinn

Yay! Although I am sure they will have fixed any autopay issues many of us regular members prefer to just manually top up our accounts with our plan amounts after we get the payment reminder text. Then you never have to worry an autopay failure its also a good time to take a screenshot of your overview page and then check in after renewal to ensure any text, minute or data counters have reset upon renewal and take a look at your transaction history and screenshot that for personal record keeping.

Then autopay is just your back up....I forgot to pay once and autopay did its job and paid for my plan just like the minimum payment for my credit card on my bank account is set up automatically that saved me once or twice when the due date floats up a couple days early every once in awhile.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.