topic Re: Payment didn't go through in Get Support

Payment didn't go through

carrieberry13 — Thu, 21 Jul 2022 00:41:54 GMT

Hi. My phone payment didn't go through and I'm not sure why. My husbands did no problem and we used the same credit card. Will this affect my rewards? It doesn't seem fair as I have no idea why it was rejected or that it was till now. I didn't get any SMS indicating I was overdue till today when my phone stopped working. I think the confusion is from my Costco credit card going from Capital One to Mastercard but the payment info was updated a week or two ago and again with no issue for my husband. I just want to know why it was rejected and if I'll still get my 2 dollar autopay deduction. Thanks

Re: Payment didn't go through

softech — Thu, 21 Jul 2022 00:47:46 GMT

@carrieberry13 Your account is now suspended?

Autopay reward should have credited to your account at this point

Logon to My Account, check what is the amount due, if you see it is $2 less, then the Autopay rewards was applied already

Now, you just have to click on the Reactivate My Account button and go to the Payment page, make a manual payment with the credit card on file. You can first try to use Amount Due. If it fails, try to use Custom Amount and manually enter the amount to pay (You might need to put in the full plan amount, if that is the case, just put the in, the extra amount will sit there in your account as Available Fund and will be used towards your next renewal)

Once the payment goes through, logoff from My Account and reboot your phone

Re: Payment didn't go through

Timer — Thu, 21 Jul 2022 00:55:46 GMT

@carrieberry13

because Costco credit card Capital One is close the deal with costco and when you getting new card have a new CVV, you need to updated in here

and i hope your Mastercard is activated,

use browser from computer, clear cache and cookies and use one page inPrivate mode,

Login Page and updated to new number of Mastercard,

Re: Payment didn't go through

carrieberry13 — Thu, 21 Jul 2022 01:32:36 GMT

Yeah I did all that. It wouldn't accept my payment from that Credit Card, I used our companion card for the same account. I just don't understand the issue as the payment went through using the same credit card for my husbands Public Mobile account. I just don't want to be penalized for something I couldn't help. I doubt it's a big deal but i just wish I knew what the issue was, we've always paid on time with Autopay for a couple years now.

Re: Payment didn't go through

BKNS27 — Thu, 21 Jul 2022 06:57:26 GMT

@carrieberry13

You might need the help from a CS_Agent to look into the CC issue.