topic Re: Unable to process this transaction in Get Support

Unable to process this transaction

Nbhunter — Sun, 20 Feb 2022 18:26:50 GMT

I have not changed my credit card info and I called the bank there is no problem with my credit card. I was trying to add-on us roaming text and data. I am in the US right now and need this so I can have service. I have wifi which is how I can do this question.

Re: Unable to process this transaction

VIP_Tech — Sun, 20 Feb 2022 18:34:08 GMT

Hi @Nbhunter

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

Purchase an Add-Ons is a 2 step process,
1. you need to load funds $$ to your account,
2. then, go back to Add-ons page and selected Add-ons,
''Confirm my purchase"
and Rebooting device.

How To: Purchasing Add-ons (publicmobile.ca)

Re: Unable to process this transaction

HALIMACS — Sun, 20 Feb 2022 19:57:49 GMT

It’s possible the transaction went through, @Nbhunter

Try selecting either AT&T or T mobile under your device’s network settings.

Reboot your device and see if you have ability to call, text, and/or use data.

Don’t worry, if it doesn’t work, you ~~will~~ [EDIT -- will NOT] be charged anything for trying.

Re: Unable to process this transaction

hTideGnow — Sun, 20 Feb 2022 18:41:04 GMT

Hi @Nbhunter , try to call *611 and try to load fund that way, but you will need your 4 digits pin

Re: Unable to process this transaction

BKNS27 — Sun, 20 Feb 2022 18:50:45 GMT

@Nbhunter

You can login to your Self Serve account and pick what roaming package you need and pick and confirm the payment for the roaming.

Re: Unable to process this transaction

Nbhunter — Sun, 20 Feb 2022 18:58:51 GMT

It says “Unable to process this transaction” when I tried to add $60 to my account

Re: Unable to process this transaction

Yummy — Sun, 20 Feb 2022 18:59:40 GMT

@HALIMACS wrote:
Don’t worry, if it doesn’t work, you will be charged anything for trying.

I am trying to understand your reply...

Is he going to BE charged or not?

Re: Unable to process this transaction

Nbhunter — Sun, 20 Feb 2022 19:01:53 GMT

I tried that and it still says “Unable to process this transaction”

Re: Unable to process this transaction

popping — Sun, 20 Feb 2022 19:02:40 GMT

@Nbhunter

After confirming you have the US roaming add-on on your overview page after login to your account, you need to restart your phone to connect to AT&T or T mobile service.

Re: Unable to process this transaction

hTideGnow — Sun, 20 Feb 2022 19:04:24 GMT

@Nbhunter i think you should open ticket with PM CS agent now so they can check what was wrong

click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot.

Follow these these to get to ticket open page quicker:

Contact CS Agent
Click "Contact Us"
Click "Other"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):

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

Re: Unable to process this transaction

Nbhunter — Sun, 20 Feb 2022 19:02:59 GMT

I tried that which didn’t help

Re: Unable to process this transaction

Yummy — Sun, 20 Feb 2022 19:04:56 GMT

@Nbhunter wrote:
I tried that which didn’t help

Do you see that US add-on at all on your PM account?

Re: Unable to process this transaction

Nbhunter — Sun, 20 Feb 2022 19:05:47 GMT

How do I open a CS ticket for help?

Re: Unable to process this transaction

popping — Sun, 20 Feb 2022 19:12:06 GMT

@Nbhunter wrote:
I tried that and it still says “Unable to process this transaction”

Step 1: Make the amount of available fund in your self-serve account is equal or greater than the price of the add-on you want to purchase. If not, add enough fund.

Step 2. Select the add-on to purchase.

Step 3. Restart your phone to select AT&T or T-Mobile service.

Re: Unable to process this transaction

Anonymous — Sun, 20 Feb 2022 19:15:35 GMT

@Nbhunter : Maybe while you're waiting, you could post a screenshot of the left side of your overview page. And click on Plan Details and post the stuff below your phone number of the left side. And for extra marks, your payment history from here (not payment card).

Re: Unable to process this transaction

Nbhunter — Sun, 20 Feb 2022 19:22:03 GMT

When I tried to add $60 to my account I get the same error “unable to process this transaction”

Re: Unable to process this transaction

Nbhunter — Sun, 20 Feb 2022 19:35:00 GMT

popping: Delete image with personal info.

Re: Unable to process this transaction

Anonymous — Sun, 20 Feb 2022 19:39:01 GMT

@Nbhunter : Can you fully remove the currently registered card and then re-enter it. Make sure the address you enter matches your billing address of the card. No space in the postal code or drop the last digit. Maybe even match case.

It's also very possible that all your trying has locked out your card. You'll need CSA assistance to fix that.

Edit: we can see that you have 0 balance and are connected to a US tower and your renewal is Mar 12. No roaming add-ons visible here but could be under Plan Details.

Re: Unable to process this transaction

Jb456 — Sun, 20 Feb 2022 19:29:34 GMT

@Nbhunter You're screenshot has all your personal info. Remove it as everyone can see it!

Re: Unable to process this transaction

Nbhunter — Sun, 20 Feb 2022 19:30:40 GMT

Yes I think that must be what happened how do I get a CSA agent to reset my card?