topic Top up voucher not working in Get Support

Top up voucher not working

Inaam25 — Tue, 19 Apr 2022 22:58:00 GMT

I have 2 25$ vouchers purchased at a gas station both of which dont work

Re: Top up voucher not working

NDesai — Tue, 19 Apr 2022 22:59:39 GMT

@Inaam25 Try redeeming them using the 12 digit PIN code by dialing 611 from your phone. Also try using incognito/private browsing mode. If that doesn't work, you will likely have to wait a bit before you can redeem it.

Re: Top up voucher not working

HALIMACS — Tue, 19 Apr 2022 23:01:55 GMT

@Inaam25

Some of these vouchers take several hours to become 'usable'. (yes, sounds ridiculous, but regrettably true in some cases...)

Try again in a few hours.

Re: Top up voucher not working

esjliv — Tue, 19 Apr 2022 23:02:11 GMT

@Inaam25 - some vouchers take 24 hours to become active after purchase (annoying, i know).

If you tried both to add it by calling 611 and through self serve, also see if there is another set of 12 digits that may work.

After trying so many attempts, wait a few hours to try again.

If you are currently suspended and need services right away and still having issues, submit a ticket to CSA for assistance.

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: Top up voucher not working

Inaam25 — Tue, 19 Apr 2022 23:03:50 GMT

Typing *611 doesn't do anything as I can't make calls and I can't even receive the text to make an online account

Re: Top up voucher not working

JK8 — Tue, 19 Apr 2022 23:04:37 GMT

@Inaam25

Here is a voucher catalog put together by @darlicious . See where your voucher was purchased and if there is a wait time.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Voucher-Catalogue/m-p/479165#M343905

Re: Top up voucher not working

dabr — Tue, 19 Apr 2022 23:07:12 GMT

@Inaam25 Are you trying to make a payment or activate a new account and adding the voucher for the payment of the new account?

Re: Top up voucher not working

JK8 — Tue, 19 Apr 2022 23:07:55 GMT

@Inaam25

So you are trying to activate your new SIM card? Did you actually get to enter the voucher numbers? Clear your browser cache and go incognito. Try using chrome.

For assistance with activations try the live chat for activations:

https://services.telus.com/chat/publicmobile/chat-pm.html?portal=publicmobile&language=en

Re: Top up voucher not working

dust2dust — Tue, 19 Apr 2022 23:08:17 GMT

You should be able to use 611 if your account is not fully deactivated. How long ago did you last pay? How long ago did you activate?

Re: Top up voucher not working

esjliv — Tue, 19 Apr 2022 23:09:09 GMT

@Inaam25 wrote:
Typing *611 doesn't do anything as I can't make calls and I can't even receive the text to make an online account

@Inaam25 - if you are a current customer adding vouchers through 611 on suspended or active accounts should work.

You don't need to log into your self serve account ... unless you are having issues reactivating a suspended account.

If you are in nonpay/suspended status, how long has it been like this?

After 90 days in suspended status you lose your phone number, Public Mobile account and access to self serve.

If you are in Active status or Suspended within 90 days and still having issues contact customer support by methods provided above.

Just checking....did you active a Public Mobile SIM card before? If not you can do that here: https://publicmobile.ca/en/on/portal/activation

Re: Top up voucher not working

JL9 — Wed, 20 Apr 2022 01:18:41 GMT

Which gas station did you purchase them at?

Top up voucher not working

darlicious — Wed, 20 Apr 2022 01:50:37 GMT

@Inaam25

Call 1 855 4PUBLIC and enter your 10 digit phone number to see if you are given your account details. Wait one full hour and try adding the 12 digit PIN # again. You only get two attempts until you have to wait out another hour. Shell stations sell pm vouchers that are immediately valid. Irving, Husky and Ultramar all take several hours to become redeemable.

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 #