topic Re: Unable to Process Transaction in Get Support

Unable to Process Transaction

Msmith017 — Tue, 15 Feb 2022 15:47:27 GMT

Hi, I'm receiving this error, and haven't had any issues before with my auto-pay so I don't understand why this is happening?

Unable to Process Transaction
Sorry, your credit card was declined by your card provider, so this purchase could not be completed. Contact your card provider for more information. Please note this can result when multiple payments are made too close together.

I have the correct funds in my account and have only tried a few times to pay, and it wont even allow me to enter a different card to try to pay it a different way.

Re: Unable to Process Transaction

softech — Tue, 15 Feb 2022 15:52:05 GMT

@Msmith017 is your account suspended at the moment? Are you trying to pay now to reactivate the plan?

If so, try go back to Payment Tab->One Time Payment and use the option "Other (Enter the desired amount) " and manually enter your Plan amount and see if it goes through that way.

Once payment goes through, check if "Reactivate current plan" button is there, click on it if so

then logoff from My Account and reboot your phone and see if it good

Re: Unable to Process Transaction

Yummy — Tue, 15 Feb 2022 15:53:07 GMT

If everything worked so far until today, I would suggest to try after 1-2 hours using different browser. Sometimes PM site gets 'confused'.

Do NOT try multiple times as you might lock your account.

Unable to Process Transaction

darlicious — Tue, 15 Feb 2022 16:04:55 GMT

@Msmith017

You have to now wait one full hour before trying again. You are only allowed two attempts at payment before it keeps returning that error message. Before trying again do the following:

Clear your browser.
Reboot your device.
Open one tab only.
Use secret/incognito mode.
Firefox, chrome, safari or Microsoft edge work best.
Change your device if possible.

This should allow you to make a successful payment. Choose "other amount" when you make your top up payment. If you attempt more than 5 payments with the same card you may trigger a fraud lock requiring you to contact customer support to remove it.

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: Unable to Process Transaction

darlicious — Tue, 15 Feb 2022 16:07:28 GMT

@Msmith017

Are you still going thru renewal? Do you still have working services?

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: Unable to Process Transaction

BKNS27 — Tue, 15 Feb 2022 17:55:48 GMT

@Msmith017

Some members have luck with using Microsoft Edge browser but as noted by other to CCI your browser.

Re: Unable to Process Transaction

Msmith017 — Tue, 15 Feb 2022 22:59:15 GMT

tried this, no luck

Re: Unable to Process Transaction

Msmith017 — Tue, 15 Feb 2022 23:00:12 GMT

i've tried after a few hours and still no luck.

Re: Unable to Process Transaction

softech — Wed, 16 Feb 2022 12:54:37 GMT

@Msmith017 is your account currently suspended?

I would open a ticket with PM support and have them to confirm why it was rejecting the payment.

To open ticket with PM:

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.

2. 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: Unable to Process Transaction

Msmith017 — Tue, 15 Feb 2022 23:02:32 GMT

None of these have helped, I tried adding a different card and it wouldn't even allow me to do that... at a loss. i contacted customer service.

Re: Unable to Process Transaction

softech — Tue, 15 Feb 2022 23:06:24 GMT

@Msmith017 wrote:
None of these have helped, I tried adding a different card and it wouldn't even allow me to do that... at a loss. i contacted customer service.

@Msmith017 If you have tried too many times, it might have triggered a fraud lock. So, it is the right move you contacted Customer Service now, they will confirm if there is any lock and hopefully they can find out what went wrong

Re: Unable to Process Transaction

darlicious — Tue, 15 Feb 2022 23:10:08 GMT

@Msmith017

It does sound like you triggered the fraud lock. Keep an eye on the envelope icon at the top right corner of your screen next to your avatar for a little number to pop up indicating a reply from a CSA. Responding promptly will speed up service times but expect a reply within an hour.

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 #.