topic Re: Problem with payment in Get Support

Problem with payment

Stacysi1991 — Fri, 06 May 2022 14:54:57 GMT

Hi I’m on auto pay and my service is cut because payment did not come out of my bank. When I go to manually add payment it says can not process my credit/debit card. My card is fine I called bank and they confirmed their are no issues. My account says plan suspended. What should I do?? I need a working phone

Re: Problem with payment

softech — Fri, 06 May 2022 14:57:05 GMT

@Stacysi1991 Try to use Incognito mode or another browser (Edge/Chrome/Firefox)

Also, when you make the payment, instead of using Amount Due, please use "Other (Enter the desired payment amount)" and manually enter the plan amount there.

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

Once payment is process successfully, click "Reactivate current plan" if the button is around

Then logoff from My Account and reboot the device

Re: Problem with payment

Stacysi1991 — Fri, 06 May 2022 14:58:26 GMT

I have done all this and it still does not accsept payment successfully ??

Re: Problem with payment

softech — Fri, 06 May 2022 15:00:24 GMT

@Stacysi1991 how many time you tried? Maybe you tried too many times?

Also, you tried on a different browser and used the "other" option?

If you tried both and still fails, open a ticket with PM Support and have them to confirm if any Fraud lock on the account and if they can trigger the payment for you

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: Problem with payment

Stacysi1991 — Fri, 06 May 2022 15:01:55 GMT

Re: Problem with payment

softech — Fri, 06 May 2022 15:05:36 GMT

@Stacysi1991 You got trapped with the $10 plan increase to $13. I think

Try to use "Other (Enter the desired payment amount)" option and enter $13

The $10 plan has a $3 increase since April 28

Re: Problem with payment

softech — Fri, 06 May 2022 15:07:53 GMT

@Stacysi1991 thanks for the screenshot, but you have an account number there and you don't want to expose it here in the forum here. Please delete the image.

Please go to your album using this link:

https://productioncommunity.publicmobile.ca/t5/media/gallerypage/user-id/235650/

Hover your move over to the top right of your image, click X to delete the image

Re: Problem with payment

Stacysi1991 — Fri, 06 May 2022 15:13:21 GMT

Still nothing.

Re: Problem with payment

softech — Fri, 06 May 2022 15:14:55 GMT

@Stacysi1991 It could be that your account still stuck with the $10 thing and hence unable to renew. Open a ticket with PM Support and they can manually process it.

Let us know how it turns out

(Please delete your screenshot, you don't want your account number posted here)

Re: Problem with payment

Stacysi1991 — Fri, 06 May 2022 15:19:45 GMT

Should I order a new sim and activate a new plan? I’m very confused and not great with technology

Re: Problem with payment

softech — Fri, 06 May 2022 15:27:04 GMT

@Stacysi1991 wrote:
Should I order a new sim and activate a new plan? I’m very confused and not great with technology

@Stacysi1991 NO, you should not

Wait for PM Support to reply. This is something they can fix. it is not your SIM card. It just some system issue. Autopay occasionally fails. Sometime, it is a quick fix ourselves with workarounds, sometime it needs PM to step in.

Again, no need to get a new SIM for a new account 🙂

(Please delete your screenshot in your post above, you don't want your account number posted here. I have given the instructions to delete earlier)

Re: Problem with payment

Meow — Fri, 06 May 2022 15:29:05 GMT

@Stacysi1991 wrote:
Should I order a new sim and activate a new plan? I’m very confused and not great with technology

If you order new SIM and activate new Plan you will lose all accumulated rewards (if any) and your number will be gone.

I suggest you try to resolve issue talking to agent as per @softech links. Try ticket first, if it does not work very first time send private message to agent.

Re: Problem with payment

Stacysi1991 — Fri, 06 May 2022 15:33:53 GMT

I did delete it

Re: Problem with payment

softech — Fri, 06 May 2022 15:39:05 GMT

@Stacysi1991 wrote:
I did delete it

@Stacysi1991 You did not. The screenshot is still there 😞

Please check again

Re: Problem with payment

dust2dust — Fri, 06 May 2022 15:40:20 GMT

Can you provide an image of your overview page without any identifiable information. Your balance is showing $0. You should have at least $2. Somethings appears off.

Re: Problem with payment

Stacysi1991 — Fri, 06 May 2022 15:40:29 GMT

Now deleted.

im just frustrated I don’t have a working phone and I’ve. Ever had this issue I past.

Re: Problem with payment

dust2dust — Fri, 06 May 2022 15:44:36 GMT

A workaround is to buy a voucher or use instant top-up. Just to get your service working. Then figure out the credit card problem.