topic Re: Unable to Process Transaction in Get Support

Unable to Process Transaction

kurenai — Mon, 21 Mar 2022 19:47:36 GMT

Hello.

Tried to input a new credit card to make a payment and received this error:

Unable to Process Transaction.

Called my CC and they assured me my CC is working. Last used yesterday. Contacted a Public Mobile Agent who told me it will take up to 72 hours for their tech team to get back to me.

I need to use my phone today and cannot wait 72 hours. I have 2 working credit cards and both of them are not working on Public Mobile's website. Doing a search on this forum, this seems to be an on going issue. Any ideas from the community?

Thanks in advance.

Re: Unable to Process Transaction

softech — Mon, 21 Mar 2022 19:51:24 GMT

@kurenai So, there is a credit card on the file now?

If so, try this again, Go to Payment->One Time Payment,

use the option "Other (Enter the desired payment amount)" and manually enter the plan amount (do not use Amount Due)

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

See if that works

If it works, check if the button Reactivate current plan is there (I assume your plan is current suspended)

Then logoff from My Account and reboot the phone

Re: Unable to Process Transaction

hairbag1 — Mon, 21 Mar 2022 19:52:11 GMT

You can also load funds to your account using payment vouchers available at 711 type of store, then dial 611.

Try using Recharge.com...or Ding.com.

Re: Unable to Process Transaction

dust2dust — Mon, 21 Mar 2022 19:52:56 GMT

Have you tried buying vouchers? Then you could make calls and texts again. The address of the card should be the same as what you type in. The postal code only fits 6 numbers. Try not including any unit # in the address.

Re: Unable to Process Transaction

kurenai — Mon, 21 Mar 2022 19:53:23 GMT

There is no CC on file. I tried to Update it but it wouldn't work so I decided to Remove it and enter a new CC. But that doesn't work either.

Re: Unable to Process Transaction

softech — Mon, 21 Mar 2022 19:57:17 GMT

@kurenai not sure if you entered it too many times , it might have triggered a Fraud lock

Open a ticket with PM Support and have them to look into it and maybe add the credit card for you:

1. If you have access to Self-Serve My account: 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. If you don't have access to My Account or have trouble with above method: 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

kurenai — Mon, 21 Mar 2022 20:04:16 GMT

I copied my address from my account profile page and entered it exactly. Same with the postal code. Tried using all CAPS too as one post suggested but it doesn't work.

Re: Unable to Process Transaction

dust2dust — Mon, 21 Mar 2022 20:06:52 GMT

Card address or the profile address from this account? Use the card address. But get a voucher to get working again and deal with the card less stressfully.

Re: Unable to Process Transaction

softech — Mon, 21 Mar 2022 20:07:29 GMT

@kurenai wrote:
I copied my address from my account profile page and entered it exactly. Same with the postal code. Tried using all CAPS too as one post suggested but it doesn't work.

@kurenai You might have triggered a fraud lock for entered too many times, Account will lock after 2 attemps. Please open a ticket with PM Support

Re: Unable to Process Transaction

kurenai — Mon, 21 Mar 2022 20:09:06 GMT

I opened one, they told me up to 72 hours to get tech help. Does that sound reasonable to anyone? I just want to pay and use my phone...

Re: Unable to Process Transaction

esjliv — Mon, 21 Mar 2022 20:12:47 GMT

@kurenai - 72 hours for CSA to respond, hopefully that is sooner.

Since you have tried a few times, I would hold off and wait at least an hour.

Then you can go to the PAYMENT tab and see the bottom, left corner to change/update your payment information.

Although, it sounds like you did this as you mentioned "I decided to Remove it and enter a new CC".

But, I would remove anything there again.

Perhaps log out, and before you try again (after an hour) clear your cache/cookies, or open a tab in incognito mode. You can also try a totally different browser or device.

Re: Unable to Process Transaction

dust2dust — Mon, 21 Mar 2022 20:14:21 GMT

So stop stressing over the card and buy a voucher or do real time payment and then figure out the card problem when it's all working again.

Re: Unable to Process Transaction

softech — Mon, 21 Mar 2022 20:15:10 GMT

@kurenai wrote:
I opened one, they told me up to 72 hours to get tech help. Does that sound reasonable to anyone? I just want to pay and use my phone...

@kurenai Usually they reply within an hour or two 🙂

Just make sure you keep checking the Community inbox, envelope icon on top right

Re: Unable to Process Transaction

kurenai — Mon, 21 Mar 2022 20:16:31 GMT

Real time payment?
Went to 711 an hour ago and they didn't have Public Mobile Cards/Vouchers.

Re: Unable to Process Transaction

softech — Mon, 21 Mar 2022 20:18:08 GMT

@kurenai by real time payment, it is instant top-up , it does have a fee of $1. YOu just need to provide them your phone number

Instant top-ups are currently available at most Canadian Tire Gas, Esso, Gateway Newstands, and MacEwen locations.

Re: Unable to Process Transaction

dust2dust — Mon, 21 Mar 2022 20:18:49 GMT

Some stores like Mobil gas stations do real time payments. Some stores don't know the term voucher. They might be more familiar with cellphone minutes.

Re: Unable to Process Transaction

Yummy — Mon, 21 Mar 2022 22:46:57 GMT

@kurenai wrote:
I opened one, they told me up to 72 hours to get tech help. Does that sound reasonable to anyone? I just want to pay and use my phone...

No, it is not reasonable! My experience with agents is reply within 30 min or less. But every agent is different; some are experienced some are new...

Can you get a hold of any vouchers and load them through 611? But then, some vouchers have delay of 24 hours to become active. 😞

Re: Unable to Process Transaction

Luddite — Thu, 31 Mar 2022 19:24:34 GMT

@kurenai "it will take up to 72 hours for their tech team to get back to me."

Definitely poor, but a real possibility at PM. This post may have some ideas you could use going forward. https://productioncommunity.publicmobile.ca/t5/Get-Support/100-SERVICE/m-p/183753#M33693%

Re: Unable to Process Transaction

Kirsty911 — Sat, 14 May 2022 17:11:51 GMT

But the credit card issue has been ongoing for years - and I read vouchers can come with extra costs added. This doesn't seem like a proper solution to me. I've got a working CC; why should I have to do something different?

Re: Unable to Process Transaction

Kirsty911 — Sat, 14 May 2022 17:12:55 GMT

Doesn't solve it