topic Re: Plan Change Not Working in Get Support

Plan Change Not Working

neveteixeira — Thu, 04 May 2023 13:35:08 GMT

I just tried to first add on data to my current plan (it wasn't going through at the payment stage), then change my plan completely (it also failed at the payment stage). On the public mobile page every time I tried to pay it said 'oops! try again later', but I just checked my bank and I was charged every time. My plan has not changed and nothing worked but I was charged on my card.

Re: Plan Change Not Working

Dunkman — Thu, 04 May 2023 13:43:08 GMT

@neveteixeira

Is your credit card charges actual versus pending?

Seems like some payment issues this morning from previous posts.

As mentioned in my other posts, caching issues with this website. Try to login with a different web browser, clear cache or incognito mode. Or a different device (PC or laptop). That might show the current status of your account. Do not try to load more funds yet.

Re: Plan Change Not Working

neveteixeira — Thu, 04 May 2023 13:47:31 GMT

they are actual charges on a debit card unfortunately... thank you

Re: Plan Change Not Working

sarranr — Thu, 04 May 2023 13:48:50 GMT

I had a similar issue with the add on not working when I tried it for the first time and I think it was related to an issue on the site so I had to try it again later, but I would definitely contact your bank to have those charges cancelled if it processed 4 times but didn't actually work.

Re: Plan Change Not Working

Dunkman — Thu, 04 May 2023 13:53:16 GMT

@neveteixeira wrote:
they are actual charges on a debit card unfortunately... thank you

@neveteixeira

I would then submit a ticket for customer service agent (CSA) help.

https://www.publicmobile.ca/en/ab/get-help

Chat with Simon, the chat bot. Follow prompts to submit a ticket. It will usually take a few hours for response. Check your private message inbox for response (envelope icon on upper right corner).

I will let PM management know on the oracle forum of these recurring issues.

Re: Plan Change Not Working

hairbag1 — Thu, 04 May 2023 13:58:49 GMT

@neveteixeira

try logging in on a laptop but use incognito mode. Then, try this...