topic Re: Declined payment in Get Support

Declined payment

Hortence — Sat, 09 Apr 2022 02:41:25 GMT

Hey guys,

I am trying to pay my phone bill but they won’t accept by card, they say that my bank is the problem but I went and they said everything was fine on their end, they have no reason to block my card or anything. I tried to register the card since it wasn’t but it would even work for it. I’m becoming very annoyed by the whole situation, it’s been going for multiple weeks now, I need my phone for a lot of things. Has this happened to anyone other than me, if so would you describe how the situation.

Re: Declined payment

softech — Sat, 09 Apr 2022 02:46:14 GMT

@Hortence So, you tried to enter the same card on the system multiple time? At the moment, is there any card registered there? If so, try to make a payment using the option "Other (enter the desired payment amount)" and manually enter the plan amount. Try that option instead of Amount Due

If that doesn't work or if you don't have a card registered on the system, then I suggest you to open ticket with PM to confirm no fraud locked is set on the account and see if they can manually register the card for you. To open ticket with PM:

1. If you have access to My account: Click ~~on the bubble on the lower right or~~ https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Declined payment

HALIMACS — Sat, 09 Apr 2022 02:54:38 GMT

@Hortence

For Updating Credit Card information try the following:

Before logging into your self-serve account, recommend this procedure to avoid the common glitches that sometimes occur with this process:

Clear your browser's cache & cookies
Use incognito mode
Now, log into your self-serve account
Click Payment tab
Select "Manage My Card"
Select "replace card"
Type your address exactly as from your billing statement
Don't use a space in the postal code
Use ALL CAPS if necessary
Type everything, not letting autofill complete any fields

Re: Declined payment

BKNS27 — Sat, 09 Apr 2022 02:57:05 GMT

@Hortence

Is the information on your CC the same as in your account? Is the name and address registered on your CC same as on your account?

Re: Declined payment

computergeek541 — Sat, 09 Apr 2022 03:05:45 GMT

@BKNS27 wrote:
@Hortence
Is the information on your CC the same as in your account? Is the name and address registered on your CC same as on your account?

The name and address of the credit card do not need to match the Pubilc Mobile account profile name and address.

Re: Declined payment

JL9 — Sat, 09 Apr 2022 03:52:31 GMT

Yeah, you can pay your bill with basically any prepaid card...physical or online card, so that isn't mandatory

Re: Declined payment

BKNS27 — Sat, 09 Apr 2022 05:44:24 GMT

@computergeek541

That for the clarification, I thought I read a posting that someone mentioned it.