topic Re: Payment issues in Get Support

Payment issues

JonathanD — Sat, 12 Feb 2022 04:31:30 GMT

Hello

for some reason I can’t top up my account using my card, I have been able to use it in previous months but it isn’t working anymore. I read that only a mod can help with this issue since public mobile doesn’t have a customer service line.

Help would be much appreciated asap.

Re: Payment issues

VIP_Tech — Fri, 11 Feb 2022 20:54:56 GMT

Hi @JonathanD

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

re-enter,for one time if not go through get in touch with Customer Support Agent (publicmobile.ca)

to remove fraud lock,

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)

Re: Payment issues

BKNS27 — Fri, 11 Feb 2022 23:05:31 GMT

@JonathanD

It seems like this is an issue with some browsers but it seems OK with Microsoft Edge.

You can use your existing browser but conduct a CCI (clear cache, cookie and go incognito).

Give that a try.

Re: Payment issues

esjliv — Fri, 11 Feb 2022 23:23:22 GMT

@JonathanD are you renewing tomorrow by any chance?

If your account has expired messages today, it may just be going through it's normal renewal process.

If you have service working, and you are on autopay, ignore those self serve messages.

If you lost services, OR just simply trying to top up your account and troubleshooting is not working then yes, only Customer Support (CSA) can assist at this point.

Methods to contact them here: https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

Re: Payment issues

darlicious — Sat, 12 Feb 2022 05:28:37 GMT

@JonathanD

If your card has not expired and you wait out one full hour since your last two attempts and you have not tried more than 5 times in the last 24 hours that would cause a fraud lock that has to be removed by customer support then this should work......

Clear your browser.
Reboot your device.
Open one tab only.
Use secret/incognito mode.
Firefox, chrome, safari or Microsoft edge work best.
And/or use a different device.

Otherwise contact customer support.

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 #.