topic Payment Method in Get Support

Payment Method

PM21FH — Wed, 29 Jun 2022 23:40:52 GMT

I try to pay my amount du but the payment process won't go through. I checked with my bank and everything was fine. So I went and check out on the community if there was a similar issue that has been resolved and read that Public Mobile does block credit cards. Please resolve this issue because I checked everything on my end and there is no problem or funds that isn't available.

Payment

PM21FH — Wed, 29 Jun 2022 23:45:16 GMT

‎PLEASE READ THIS****

05-15-2018 09:18 PM - edited ‎01-05-2022 04:47 AM

I am trying to register and pay with my credit card, but Public Mobile is not accepting it.

Message is : Sorry, we are unable to verify your credit card information, so this transaction could not be completed.

This might be due to my address being an apartment and Public Mobile is checking every line of the address instead of only number and postal code as everyone else. I contacted my VISA to ask exactly how they registered my address. Also, VISA confirmed to me that VISA is not the one blocking the card, it is Public Mobile.

Is there a phone number I can call to give my number to custumer service?

There is always issues with Public Mobile, I am getting dissapointed...

Thanks

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This was posted by

lucnbernier

I'm having this exact issue, please help solve this technical problem!

Payment

PM21FH — Wed, 29 Jun 2022 23:55:01 GMT

Is there a phone number I can contact to get support directly from public mobile because I can't wait days for my plan to reactivate when there is no issues on my end. Please provide the number to contact the support line! It's been dysfunctional ever since the morning

Re: Payment

Tigermars — Thu, 30 Jun 2022 00:05:24 GMT

Mine too, same issues.

Re: Payment

dabr — Thu, 30 Jun 2022 00:10:05 GMT

@PM21FH First clear your browser cache/cookies and use incognito/privacy mode before retrying.

Your CC may be blocked due to too many attempts to add it so might have to wait an hour before retrying. If you have another CC or even Debit Visa/MC, you could try adding one of those cards instead. Make sure the name and address is exactly as it appears on your CC statement and no spaces for postal code.

If you need to make a payment urgently, purchase a voucher from a retailer like Canadian Tire, London Drugs or SDM or even a gas station and load the funds by dialing 611 on your phone. You can also get a voucher from recharge.com but there is a fee charged for the convenience but it'll give you extra time to sort out the issue with your CC.

All customer support is done via messaging either through chatbot or private messaging. Here's a link to chatbot if you wish to submit a ticket: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If unable to submit a ticket then send a private message to CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Payment

PM21FH — Thu, 30 Jun 2022 00:25:06 GMT

I didn't wait an hour yet but I reached out by private message since none of the other steps above worked out, please help me fix this technical issue. Thank you!

Re: Payment Method

softech — Thu, 30 Jun 2022 00:27:26 GMT

@PM21FH Autopay will fail sometime

Login to My Account and make a manual payment. Go to Payment page, One -time payment. Use the option "Other (enter the desired payment amount)" and manually enter the payment. and submit the payment that way

Re: Payment

dabr — Thu, 30 Jun 2022 00:29:20 GMT

@PM21FH If you sent a private message to CS_Agent using the link I provided, all you can do now is to wait. Their response will appear in the message inbox top right of your screen next to your avatar. Right now you're posting on the community forum where other customers are responding so don't post any personal info here and only share that with PM's CSA's. Good luck.

Re: Payment Method

PM21FH — Thu, 30 Jun 2022 00:34:21 GMT

I already tried manually even though it charges taxes and it still failed to process payment as it kept

telling me that my card wasn't charges

Re: Payment Method

softech — Thu, 30 Jun 2022 00:36:31 GMT

@PM21FH you were not using Amount Due option , right? Amount Due usually give trouble, use the "Other (enter the desired payment amount)" option instead

if that still fails, open a ticket with PM Support and they can check if it is credit card issue or they can try to process 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: Payment Method

PM21FH — Thu, 30 Jun 2022 00:46:37 GMT

Where can I make my 4 digits pin or where can I find it using the self serve public mobile?

Re: Payment Method

softech — Thu, 30 Jun 2022 00:48:01 GMT

@PM21FH wrote:
Where can I make my 4 digits pin or where can I find it using the self serve public mobile?

@PM21FH the 4 digit pins would have setup from the beginning when you join. You might have a text from the very beginning about the PIN.

If not, you will have to open ticket with PM for them to reset

Re: Payment

JL9 — Thu, 30 Jun 2022 00:48:23 GMT

There is no phone line for the many reasons people have stated in various threads. With that said a CSA can usually resolve it or at very least contact you the same day to investigate and get it fixed for you. Have you opened a ticket or sent a private message to CS_Agent?

Re: Payment

JL9 — Thu, 30 Jun 2022 00:50:02 GMT

You could purchase a voucher and use 611 to get your plan reactivated and that will give you service and buy you time to sort out the cc issue with a CSA

Re: Payment

esjliv — Thu, 30 Jun 2022 00:53:43 GMT

@PM21FH @Tigermars

All support is online through messaging with pubic mobile. Sorry, no number to call.

Do you still have services? If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So, if this is the case, ignore these messages on your SELF SERVE account.

If you have no services, and it is past your renewal, maybe your autopay failed?

Add Funds, manually, to your owing amount or more, through SELF SERVE (or by calling 611 if you have a card registered), then select to reactivate/resume services if it does not automatically do so.

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment.

Or try

Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Log off your account. Log back in. Reboot your phone.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

Methods to contact the Customer Support Agents (CSA): https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: Payment Method

PM21FH — Thu, 30 Jun 2022 00:54:14 GMT

Please I would want to reset, send me the link to PM an agent so I can do this

Re: Payment Method

softech — Thu, 30 Jun 2022 00:55:36 GMT

@PM21FH wrote:
Please I would want to reset, send me the link to PM an agent so I can do this

@PM21FH

To reset pin:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

**Start with typing "Reset PIN", click "Contact Us", click "Click here to submit a ticket".

2. Or Send a private message to the CS Agent here: 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

PM21FH — Thu, 30 Jun 2022 00:57:21 GMT

Ok I think you are absolutely right. I panicked but the line is still working but I don't receive message texts. I'll wait until tomorrow to see if its actually the time they need to process to re-new since I was with auto pay. Its just I deleted my method of payment to try input again but it couldn't so I'm left with no payment method but the same issue persist.

Re: Payment

hTideGnow — Thu, 30 Jun 2022 00:57:24 GMT

@PM21FH if you decide to go with voucher as suggested, buy vouchers from Shoppers Drug Mart or 7/11 or Shell, their vouchers can be used immediately (some vouchers have a wait time)

Re: Payment

esjliv — Thu, 30 Jun 2022 00:58:13 GMT

@PM21FH wrote:
I didn't wait an hour yet but I reached out by private message since none of the other steps above worked out, please help me fix this technical issue. Thank you!

@PM21FH I see now you have a few posts about experiencing some issues.

Please know that you are posting in an area on the community where we are all customers and members like you here.

Only Customer Support (CSA) has access to your account and are public mobile representatives, @dabr has provided methods to contact CSA in their post.