topic Re: Payment complete in Get Support

Payment complete

tprystan — Fri, 22 Jul 2022 22:34:26 GMT

Due to my credit card being compromised my service was disconnected. With the advice to from this group i did a payment voucher from 7/11, till i can update credit card information. My voucher was applied to my phone account but my service has not been restored. How long does this process usually take? It's been over 3 hours and is there some other part of this process I should do?

Re: Payment complete

softech — Fri, 22 Jul 2022 22:36:46 GMT

@tprystan usually within 15 mins., you try to reboot your phone? Try once

Also , try accrss My Account and check the status

Re: Payment complete

dust2dust — Fri, 22 Jul 2022 22:37:25 GMT

Did the voucher cover the whole plan cost? If the credit card issuer did a chargeback then you're in for a bit of inconvenience for a while. You might even need to get another voucher to in a way for "arrears". Or that the first one did and now you need another one to prepay for a new term.

You'll need to contact the support people to get it all straightened out.

Re: Payment complete

Meow — Fri, 22 Jul 2022 22:37:37 GMT

If you are 100% sure voucher has been accepted and applied to your account, try to reboot your phone.

Confirm applied voucher logging to your PM account.

Re: Payment complete

Timer — Fri, 22 Jul 2022 22:39:16 GMT

@tprystan

tried turn off device take out SIM card and put it back,

call *611 to see your balance 0 ,

Re: Payment complete

esjliv — Fri, 22 Jul 2022 23:10:01 GMT

@tprystan wrote:
Due to my credit card being compromised my service was disconnected. With the advice to from this group i did a payment voucher from 7/11, till i can update credit card information. My voucher was applied to my phone account but my service has not been restored. How long does this process usually take? It's been over 3 hours and is there some other part of this process I should do?

@tprystan - are you able to log into self serve, or call 611 to confirm your account status says ACTIVE?

If you have no access to self serve and you cannot confirm if your voucher was loaded correctly, ask CSA to ensure your account is not locked or still accessible.

Contact Public Mobile Representatives (CSA) by submitting a message(ticket) to them here:

Private Message to Public Mobile Customer Support Agents (CSA)

Re: Payment complete

Korth — Sat, 23 Jul 2022 02:32:15 GMT

"Available Funds" needs to fully cover the cost of the prepaid plan. If it's not enough then it won't renew.

Payment vouchers sometimes take a few minutes to process. "Available Funds" can report the wrong balance (with or without the payment voucher included in the total) for a few minutes.

The plan should automatically reactivate within minutes after payment is accepted. There should also be a "Reactivate Plan" button somewhere near the expired plan status that you can click on, if needed.

You'll also receive a "Public Mobile here..." text notification thanking your for renewing your plan.

Be patient and let the Telus servers do their things. It's one of those problems which usually sorts itself out after a short while. If you keep banging on Self-Serve before it's finished then it's more likely to take longer or break something.

Public Mobile applies no penalties or fees when you miss payments, your plan is deactivated/suspended/expired, or your plan is reactivated afterwards. It's strictly prepaid with no contractual obligation to renew. Many of us have intentionally allowed our plans to lapse while not using them during vacations/etc.

Although you may miss any Rewards/Points issued when your plan wasn't active.