topic Re: Payment not going through in Get Support

Payment not going through

ErynHardick — Sun, 11 Jun 2023 17:42:50 GMT

For the last three days I have been trying to renue my plan but it kept saying "Sorry we're having trouble processing your request, please try again later" and I am currently on a plan suspension until I can pay, I tried with a prepaid visa card, as I have done for the past seven or more months, and just got payment vouchers that have been added to my account, but it still won't let me pay for my plan. Is there something that I can do?

Re: Payment not going through

dust2dust — Sun, 11 Jun 2023 17:45:51 GMT

Did the vouchers get added? Dial 611 and listen to the recording. If it says suspended then hit * then 4 to get your current balance. If at first it gives you your balance and next (future) renewal date then it thinks it's active.

Maybe also restart the phone and see if any services are working.

Re: Payment not going through

ErynHardick — Sun, 11 Jun 2023 17:51:44 GMT

It seems the vouchers did not go through yet (hopefully the case), I will give it a few minutes to maybe work, but thank you for the number, I didn't know i could do that.

Re: Payment not going through

dust2dust — Sun, 11 Jun 2023 17:55:56 GMT

Entering vouchers should be immediate. Depending on where you got the vouchers, there could be a delay in their validity. Like overnight kind of thing. Other vendors have no delay. Only attempt things twice per hour.

Adding - there's also another method called real time payments that a few stores have.

Re: Payment not going through

esjliv — Sun, 11 Jun 2023 18:51:18 GMT

@ErynHardickpast 3 days? I was first concerned about a disabled account, but it sounds like you were trying to do this through your My Account? If so, that the account should not be disabled since you can log in.

Try opening your My Account through a tab in incognito mode, and try again, perhaps a cache issue. This really shouldn't happen, but incognito mode can help with Public Mobile finicky things.

In addition to calling 611 you may also reach your account information and add a voucher (with 4 digit account PIN) when dialing 1-855-478-2542 or # 1-855-4PUBLIC from another device).