topic Re: payment processing issue in Get Support

payment processing issue

Sonja5 — Sun, 05 Feb 2023 00:23:30 GMT

I have pre-authorized payments, but my account was suspended because "we tried to process your Autopay renewal but something went wrong". I called my bank, and my card is still working. I tried switching my card, but it won't process any payment, or even allow me to update the method of payment. It said to try again later, which I did (a couple hours), but the problem remained the same. Has anyone else had this problem/is it just a glitch in the website today?

Re: payment processing issue

Sonja5 — Sun, 05 Feb 2023 00:26:22 GMT

***I haven't had any issues for the last 3 months, and it has always renewed fine before now.

Re: payment processing issue

esjliv — Sun, 05 Feb 2023 00:29:48 GMT

@Sonja5 - are your services working? If so, maybe you received this message in error, so likely you can ignore it.

If you have no services it is possible that your Autopay failed. Make a manual payment and reactivate your account. Check your expiry date on your card just in case.

If this is an Autopay failure and you have no service due to it, I'd let CSA know.

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: payment processing issue

Sonja5 — Sun, 05 Feb 2023 00:32:25 GMT

My services aren't working, and my card isn't expired/is still working for other things.
Thanks!

Re: payment processing issue

hTideGnow — Sun, 05 Feb 2023 00:35:01 GMT

Hi @Sonja5 sorry, it is not your card but PM system, autopay fails sometimes

To resume service, all you need to do is to login My account and manually make a payment. You can also make payment using *611 on your phone if you know your 4 digit pins

Re: payment processing issue

HALIMACS — Sun, 05 Feb 2023 00:37:53 GMT

@Sonja5

Try clearing cache and cookies and using a incognito or private tab.

Then try utilizing a desktop or laptop device to update the credit card information and make payment.

Worst case, get a Public Mobile payment voucher from one of the locations below and apply it to the account by calling 611

Re: payment processing issue

Sonja5 — Sun, 05 Feb 2023 00:39:02 GMT

It won't process a manual payment -- even when I try with a different card. It comes up with "oops. Something went wrong. Please try again later." 😕

Re: payment processing issue

Yummy — Sun, 05 Feb 2023 00:42:12 GMT

Autopay sometimes fails due to unknown reasons.

Your options are to Not remove your CC from a file and do manual payment. Then 'resume service' or similar button should appear or become active.

To test 'manual' payment do transaction of $1 first then add the rest.

Another option is to buy voucher and pay either through website or calling 611.

Try to access website through computer with browser in incognito/private mode.

Re: payment processing issue

esjliv — Sun, 05 Feb 2023 00:44:14 GMT

@Sonja5

Did you try opening up a tab in incognito mode, like @HALIMACS suggested.

*Windows, Linux, or Chrome OS: Press Ctrl + Shift + n.

*Mac: Press ⌘ + Shift + n.

Edit, if you had too many failed attempts on your card in a row, this may lock up your account with Public. So wait an hour before you try in incognito mode, OR, submit a ticket to CSA by either methods provided in above link to get their help.

Re: payment processing issue

hTideGnow — Sun, 05 Feb 2023 00:44:23 GMT

hi @Sonja5 you need to wait an hour first before trying again. Two failed attempts will lock the account for an hour

After the hour, try again using Incgonito/Private/Secret mode

Re: payment processing issue

esjliv — Sun, 05 Feb 2023 00:45:14 GMT

lol @hTideGnow