topic Re: Making a payment in Get Support

Making a payment

Njaffer786 — Sun, 18 Jun 2023 05:28:33 GMT

Trying to pay my account, but it is giving an error, but both cards have funds

Re: Making a payment

Handy1 — Sat, 17 Jun 2023 16:37:10 GMT

@Njaffer786 You might have to wait an hour , and when you try again after making sure your credit card wasn’t charged . Then try incognito or private mode or even a lap top or computer

Re: Making a payment

softech — Sat, 17 Jun 2023 16:37:26 GMT

@Njaffer786 please wait a full hour before trying again

if you know the 4 digits account pin, try paying by *611. If not, try My Account but with Incgonito mode instead

if nothing work, please message support for help

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

But you can also buy voucher from SDM/711/shell if you need to reactivate account urgently

Re: Making a payment

Njaffer786 — Sat, 17 Jun 2023 16:59:06 GMT

I don't think that makes any sense. We are in the 21st Century and we I can't make a payment on a phone either? Guys, please confirm that the system is not down. This is my first renewal and if this is what I have to go through every 90 days, I will have to switch to something else.

Re: Making a payment

HALIMACS — Sat, 17 Jun 2023 17:06:53 GMT

We're not employees, we're other customers like you, @Njaffer786

To check if there's a network outage in your area, google Telus service outages, or here:

TELUS Service Status

Adding: if you feel you need customer support, here's how to reach them.

To contact a Customer Support Agent, there are 2 methods:

Use the ticketing system for a faster response time. Click here to create a support ticket, then type Customer Support Agent, then Contact Us, or,
Send a private message to Customer Support Agent by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

Re: Making a payment

softech — Sat, 17 Jun 2023 17:23:44 GMT

@Njaffer786 the wait an hour is because of Fraud lock I'm place after 2 failed payment attempts. It is a 21st century protection:)

I have to admit the payment system is sometime glitchy, but not unresolvable. Please open ticket with support by direct message as advised above

Re: Making a payment

Njaffer786 — Sun, 18 Jun 2023 13:38:34 GMT

Thanks everyone for the responses. I did end up getting a voucher from 711. I do admit that this was not expected. So hopefully this is not the norm.