topic Re: Payments are failing to go through on multiple credit cards, and the help ticket system is broke in Get Support

Payments are failing to go through on multiple credit cards, and the help ticket system is broken

maxthomson — Fri, 15 Jul 2022 21:18:28 GMT

Just getting the message "Oops! Something went wrong, please try again later" and I've been trying multiple cards for the last few days, all are failing. The help ticket system let me write the whole ticket and fill out the form and then just said "Error submitting ticket" at the end. I sent a private message to support but at this point I have no idea if anybody is even reading that, since the help ticket system is broken as well.

I tried in incognito. I tried on different computers. I tried clearing the cache. My credit cards are working for everything else: this is Public Mobile's fault, and the dozens of other complaints on here seem to indicate the same.

I just want someone from Public to put the payment through manually, I need my phone for work and if Public Mobile doesn't fix their system I'll be changing providers on Monday. If someone from the company reads these at all and can reach out I can post my email, I desperately need help with this.

Re: Payments are failing to go through on multiple credit cards, and the help ticket system is broke

dabr — Fri, 15 Jul 2022 19:06:38 GMT

@maxthomson Yes others are posting about not being able to submit a ticket via chatbot, so send a private message instead to CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Also many issues with the payment today, probably because of the newly designed self serve account.

edit: BTW if you know your 4 digit PIN, you can try paying by dialing 611 on your phone with a registered CC on account.

Re: Payments are failing to go through on multiple credit cards, and the help ticket system is broke

MrSpock — Fri, 15 Jul 2022 19:05:35 GMT

@maxthomson Hi self serve isn’t working the greatest with all the so called upgrades contact a cs agent to manually input for you , to open a ticket, to speak to a customer service agent Click here or if you are having issues with Simon you can send private message to a CS Agent here: https://bit.ly/2GGCJzH

Re: Payments are failing to go through on multiple credit cards, and the help ticket system is broke

hTideGnow — Fri, 15 Jul 2022 19:15:47 GMT

HI @maxthomson Payment system has not been working perfectly in the last couple days. Maybe due to the My Account update.

But help ticket is still working. Just open ticket with CS agent as suggested below:

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Payments are failing to go through on multiple credit cards, and the help ticket system is broke

sarahetheringto — Fri, 15 Jul 2022 21:26:30 GMT

I am also about to change providers as I am having the same problem.

Re: Payments are failing to go through on multiple credit cards, and the help ticket system is broke

maxthomson — Sat, 16 Jul 2022 19:01:02 GMT

Thanks for telling me "help ticket is still working" on my post detailing how the help ticket system is not working.

Re: Payments are failing to go through on multiple credit cards, and the help ticket system is broke

dabr — Sat, 16 Jul 2022 19:10:58 GMT

@maxthomson Did you try sending a private message to CS_Agent instead with the link in my post above? Have you heard back from CSA's yet? Their response will appear in the message inbox top right of the screen.

Re: Payments are failing to go through on multiple credit cards, and the help ticket system is broke

maxthomson — Sun, 17 Jul 2022 06:02:19 GMT

Read people's original posts before replying, its just annoying and comes off as you spamming when you're giving the same advice everybody else is, which I already said I did.

They're replying to me, but they're asking me for information I don't have to "verify my identity" since their login system is broken for verifications, and I can't get my account number because now the whole My Account page is down for maintenance. Maybe that means they will have fixed their system by morning.