topic Re: Can not make payment online in Get Support

Can not make payment online

at4 — Tue, 04 Jan 2022 09:57:40 GMT

I have been making a payment on my account every month with the same credit card and now it will not access my credit card as payment --even when I have replaced it with another card it will not take the payment. Now my account is suspended and I do not know what is happening with you guys. I have tried to call 611 and no avail. I need to have this corrected now.

Re: Can not make payment online

Triguy — Fri, 03 Dec 2021 16:28:12 GMT

Try making a manual top up payment. Sometimes autopay fails and some customers keep a balance in their account as a backup.

Try using a different browser and incognito. Try clearing your cache and cookies then reboot and try removing and adding back your credit card.

Re: Can not make payment online

Dunkman — Fri, 03 Dec 2021 16:49:55 GMT

@at4

Sometimes your payment system gets locked out after multiple tries. Might want to try again in one hour. Maybe try a different web browser, clear cache or incognito mode. When entering credit card information, make sure the demographics like name and address exactly matches your credit card billing information.

If you need service ASAP, you could purchase a voucher either instore or online (recharge.com - service fee applies) and then load voucher. Afterwards, you could sort our the credit card issue.

Re: Can not make payment online

benfatto — Fri, 03 Dec 2021 17:08:47 GMT

@at4 Do any services work? Does 611 answer?

Re: Can not make payment online

hTideGnow — Fri, 03 Dec 2021 17:13:50 GMT

@at4 wrote:
I have been making a payment on my account every month with the same credit card and now it will not access my credit card as payment --even when I have replaced it with another card it will not take the payment. Now my account is suspended and I do not know what is happening with you guys. I have tried to call 611 and no avail. I need to have this corrected now.

@at4 since you already tired to replace your card and still not working, look like the account was locked , hopefully just temporary 1 hour lock .

If it still not work after an hour , open a ticket with PM:

click on the Bubble on the lower right or directly at : https://publicmobile.ca/chatbot.
Follow these these to get to ticket open page quicker:

Type: cannot process payment
Click "Credit Card or Visa Debit"
Click "More Tips"
Click "Continue"
then click "contact Us" ,
and then 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

Re: Can not make payment online

at4 — Fri, 03 Dec 2021 17:14:43 GMT

Hi I have purchased a voucher and it will not accept it either. I called 611 to add the voucher. This is really stupid.

Re: Can not make payment online

hTideGnow — Fri, 03 Dec 2021 17:17:08 GMT

@at4 where did you get the voucher? Voucher from some retails take 24 hours to activate

Try to login to your My Account and load the voucher there instead and see how it goes

Re: Can not make payment online

Triguy — Fri, 03 Dec 2021 17:24:25 GMT

Pay With A Payment Voucher

Press 1 from the main menu.
Press 1 to select payment via voucher.
Enter the 12 digit pin from your payment voucher. The location of the PIN varies depending on where you purchase your voucher; however, you will typically find it on the top or the bottom of your receipt. Below is an example, so you know what to look for:

Re: Can not make payment online

at4 — Fri, 03 Dec 2021 17:35:32 GMT

I received the voucher from shell gas station where this forum says is activiated right away.

Re: Can not make payment online

at4 — Fri, 03 Dec 2021 17:36:42 GMT

thanks for showing but i have already done this with the pin and nothing is happening.

Re: Can not make payment online

computergeek541 — Fri, 03 Dec 2021 17:51:15 GMT