topic Re: payment voucher not accepted in Get Support

payment voucher not accepted

Gregory24 — Wed, 13 Apr 2022 00:48:48 GMT

I just purchased a payment voucher to top up my account and it won't accept the voucher number. Tried both online and through *611. What can I do? It's non refundable.

Re: payment voucher not accepted

esjliv — Wed, 13 Apr 2022 00:54:05 GMT

@Gregory24 - some vouchers can take 24 hours to be active after purchase (sounds silly and inconvenient to me, but that is what is said). Can you wait until tomorrow to try again?

OR, is there different set of 12 digit numbers on the voucher you could try?

If issues persist, submit a ticket to CSA for assistance and they could probably help you add it.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: payment voucher not accepted

hTideGnow — Wed, 13 Apr 2022 00:58:25 GMT

HI @Gregory24 Where did you get the voucher from and how long you have got it?

Some vouchers need 24 hours to become active. If you are no rush in renewing your plan, maybe wait till after 24 hours

Re: payment voucher not accepted

Gregory24 — Wed, 13 Apr 2022 01:04:34 GMT

Thanks @esjliv it does seem incredibly silly and inconvenient. They really should put that information on the voucher. I wouldn't have bought it. I have messaged a CSA, maybe they can expedite the process some how. I appreciate the response.

Re: payment voucher not accepted

softech — Wed, 13 Apr 2022 01:11:03 GMT

@Gregory24 the 24 hours delay is more a retail issue than PM. The voucher system that retailer chose to use imposed that 24 hours themselves (likely due to technical limitation). PM did not set that 24 hours wait time.

In fact, if you buy vouchers from the following places, they can be used immediately upon purchase:

Shoppers Drug Mart

London Drugs
Shell
SDM
7/11
Circle K
Wal-Mart
RCSS
TMS

Re: payment voucher not accepted

Gregory24 — Wed, 13 Apr 2022 01:17:30 GMT

@softech Yeah I bought it at a Shopper's Drug Mart. Again that should be information that is readily and clearly available to the consumer that is buying the voucher. There was literally a 7/11 next door and if knew that information I would have gone there instead. I would've wasted considerably less time and had my phone working an hour ago. Not cool!

Thanks for your response.

Re: payment voucher not accepted

softech — Wed, 13 Apr 2022 01:23:40 GMT

@Gregory24 vouchers from SDM should work immediately. In this case, I would open a ticket with PM Support and have them to check the voucher for you

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: payment voucher not accepted

darlicious — Wed, 13 Apr 2022 04:16:09 GMT

@softech

This is the second reported case I have seen in the past 4 days of an immediately valid voucher not working. I tagged @J_PM but there was no acknowledgement of them noting my tag.

@Gregory24

Did you try to load your voucher via 611 or self serve or both?

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

Re: payment voucher not accepted

softech — Wed, 13 Apr 2022 11:28:02 GMT

@darlicious any chance SDM changed the system and vouchers now to wait 24 hours like others?

Re: payment voucher not accepted

darlicious — Wed, 13 Apr 2022 19:42:09 GMT

@softech

I highly doubt it. I believe the remittance system is set according to whether the payment is recieved immediately or not. I don't think they change that once it's set up.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.