topic Re: Payment issues in Get Support

Payment issues

szgntpsz — Sun, 24 Apr 2022 14:06:57 GMT

I had auto-pay set up for my account and I had and have enough balance on my card but payment didnt go through for some reason and Public mobile immediately cut my service left me in limbo. Now, I am trying to do the payment, tried with 3 different cards all of them fail despite having money in them. Why??

I need my phone to work and I cant do anything right now. This is gonna be my last month with this company.

Re: Payment issues

softech — Sun, 24 Apr 2022 15:38:25 GMT

@szgntpsz Unfortunately Autopay fails sometimes. So, it could be PM issue and not yours

If you still have a card on the system, try to make another manual payment with the option "Other (enter the desired payment amount)" instead of "Amount Due", it usually works better.

Go to Payment tab, one time payment

Use the option "Other (enter the desired payment amount)" and manually enter the plan amount

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

Then submit payment that way. If it works, click "Reactivate current plan" if the button is around

Logout from My Account and reboot the phone

If you already removed the original card, then wait a full hour before trying to add another card again.

But if it fails still, then you will need to contact PM Support to confirm if any Fraud lock (due to multiple failed attemps) on your account and if they can help to add the card back:

1. If you have access to My account: At 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 issues

hairbag1 — Sun, 24 Apr 2022 15:12:28 GMT

Sometimes Autopay fails...unfortunately. Some seasoned PM'ers will manually load $$ into their Available Funds a few days before renewal to minimize occurance of failure. The renewal process will take $$ from Available Funds before taking anything from your on-file credit card. That's how I do it and haven't run into the failure glitch...yet !!

Stick around...it gets better !

Re: Payment issues

darlicious — Sun, 24 Apr 2022 15:13:50 GMT

@szgntpsz

The original card on file for autopay had no issues? The expiry date was still valid? You tried to make a manual payment and you got the contact your bank message? Did you try the payment again with the same card or was your second attempted payment with a different card? Did you just try to replace your card or did you remove it? Did the failure occur when trying to add the second card for payment or when you attempted payment?

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 issues

JL9 — Sun, 24 Apr 2022 15:42:42 GMT

Yes I recommend this method. You will still be on autopay and get the benefits of that whether it's bonus data or the $2 discount for old rewards they will just deduct whatever is in balance first.