topic Re: vouchers issue in Get Support

vouchers issue

isthis4real — Tue, 14 Feb 2023 16:23:39 GMT

* purchased 3 vouchers from superstore yesterday to total $35. * called 611 to make payments as I do every month. would not accept pins

* so went to website and added vouchers using pin numbers. seemed to accept but did not add any money to account.

* now will not accept pins by phone or website.

this sucks balls

Re: vouchers issue

softech — Tue, 14 Feb 2023 16:35:51 GMT

@isthis4real so, how many vouchers you were able to add?

But first, relogin My Account using Incognito mode and see how many was loaded, check Available Fund and check Payment history

And a reminder, vouchers from some places need to wait 24 hours before it can be used. where you got the vouchers from and when was it?

Re: vouchers issue

dust2dust — Tue, 14 Feb 2023 16:40:01 GMT

Were your services working at the time of entering the vouchers? Or were you suspended? If suspended and your plan is $35 or less then the vouchers will have reactivated the account.

Otherwise, what balance do you now have? Did you get a text saying the vouchers had been successfully entered.

Adding - re-reading - but not necessarily entering in the login. It would reactivate in 611 but you said it didn't work.

Re: vouchers issue

isthis4real — Tue, 14 Feb 2023 16:46:57 GMT

yes services were working. needed to add 3 vouchers to total $35 to renew prepaid. wouldnt accept by phone 611 as usual so added all 3 pins online. showed up under payments added dropdown at the time. however now… balance remains unchanged and no sign under payment history. now still will not accept by phone

Re: vouchers issue

isthis4real — Tue, 14 Feb 2023 16:48:57 GMT

superstore as i always do. normally not a problem

Re: vouchers issue

dust2dust — Tue, 14 Feb 2023 16:50:51 GMT

Can you login using a non-mobile browser and also use private mode? I wonder if you're seeing old information. This site is terrible for caching old information.

When you dial 611 does it tell you a balance and renewal date? Or does it say you're suspended and asks for money?

Re: vouchers issue

esjliv — Tue, 14 Feb 2023 16:53:22 GMT

@isthis4real - it's weird that you said 'as you do every month' yet it is not working this time? 🤔

So what is different or changed I wonder. A bit concerning.

If you had too many failed attempts on a specific PIN number, wait an hour before you try again. Then log into My Account under a new browser TAB, and hit the refresh button when you are in there:

If things still fail and other suggestions are not helping as CSA "what is up?" and get them to add them for you.

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: vouchers issue

isthis4real — Tue, 14 Feb 2023 17:04:23 GMT

tried private mode on mobile no change says vouchers redeemed but balance not updated. dont have incognito on my non-mobile brower. 611 says old balance. i had $5 in account b4 adding vouchers. renewal date is tomorrow. thx

Re: vouchers issue

isthis4real — Tue, 14 Feb 2023 17:05:45 GMT

thanks for the link

Re: vouchers issue

esjliv — Tue, 14 Feb 2023 17:05:48 GMT

@isthis4real - did you perhaps load these vouchers on another account in error? Do you manage any other account?

Re: vouchers issue

isthis4real — Tue, 14 Feb 2023 17:15:40 GMT

nope just 1, soon 0. just want my service that i paid for. this dog and pony is ridiculous. highest rates in the world. smh

Re: vouchers issue

dust2dust — Tue, 14 Feb 2023 17:23:45 GMT

Didn't you say your account renews tomorrow? Is that what 611 said? Or you just think it does?

Nobody here can do anything about rates. Contact your MP.

Can you provide images of your payment history?

It would seem you'll be needing support to figure out where if anywhere those vouchers went.