topic Re: Unable to pay to resume my service in Get Support

Unable to pay to resume my service

Kevin177 — Mon, 19 Jun 2023 17:00:31 GMT

My service was apparently cut due to my last payment not going through. I'm seeing the following message on my account overview page:

Your services are on hold Subscription Expiration Date: Jun 18, 2023 Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number.

When I click on "Pay Now and Resume Services" and then click "Pay now", I'm getting the following error message:

Sorry, we're not able to process your payment at this time. Please try again later.

So I'm currently stuck without service...

Re: Unable to pay to resume my service

BKNS27 — Mon, 19 Jun 2023 17:01:33 GMT

@Kevin177

You have 3 options to pay:

1- Login on the PM app

2- Login on your computer

3- With vouchers at these locations and dial 611 and enter the voucher number:

Re: Unable to pay to resume my service

esjliv — Mon, 19 Jun 2023 17:03:53 GMT

@Kevin177 - ~~if your services are still working, ignore this message on your My Account. Today is likely your first day of your new cycle, so perhaps that message will go away shortly.~~

If you DO NOT have services, then make a manual payment through a tab in incognito mode to try this way, or simply wait 1 hour to do it again.

edit, you said at the bottom of your post you had no service, ok. So what if you dial 611 to make a payment? This should work if you have a card registered to your account.

Re: Unable to pay to resume my service

Kevin177 — Mon, 19 Jun 2023 17:04:04 GMT

What do you mean by "manual payment"?

I tried even editing my payment method (100% my credit card works, I used it somewhere else today) and got the same issue.

And yes, I don't have service

Re: Unable to pay to resume my service

Hollister — Mon, 19 Jun 2023 17:06:46 GMT

@Kevin177

Try paying again, but clear your browser cache and a open a new browser window in incognito/private mode.

Re: Unable to pay to resume my service

hairbag1 — Mon, 19 Jun 2023 17:07:11 GMT

@Kevin177

you can try dialing 611 to make payment and Raactivate the account. You'll need either payment vouchers OR your on-file credit card but with cc, you need your PM pin number too.

Re: Unable to pay to resume my service

Handy1 — Mon, 19 Jun 2023 17:09:59 GMT

@Kevin177

Auto pay can fail

To make payment and reactivate plan .if you know 4 digit PIN number to account *611 . Or with a voucher and *611 no PIN is needed . You can also do this by by calling 18554PUBLIC . To get services working and worry about log in afterwards and update credit card if necessary .

Re: Unable to pay to resume my service

Kevin177 — Mon, 19 Jun 2023 17:24:38 GMT

This doesn't work. I tried with different browsers.

Interestingly, when I click "Pay now", I'm seeing this in the dev tools window:

xhr.js:210 POST https://myaccount.publicmobile.ca/payment 507

So the server responds with status code 507 to the request, meaning it has insufficient storage and can't complete the request because of it.

Re: Unable to pay to resume my service

Hollister — Mon, 19 Jun 2023 17:26:49 GMT

@Kevin177

You can contact an agent.

You will receive a response from an agent faster using the first option below, which is the preferred method.

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

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Keep an eye on the envelope icon in top right hand corner for a reply from the agent.

Re: Unable to pay to resume my service

Webby84 — Mon, 19 Jun 2023 18:05:50 GMT

Whats the info so I can send it to my bank so I get my account going again for my bank

Re: Unable to pay to resume my service

hairbag1 — Mon, 19 Jun 2023 18:16:00 GMT

@Webby84

your PM account needs to be started using a valid credit card or debit card. Best is to leave the Subscribed (Autopay) enabled for future plan renewal. You can disable Subscribed, then pay future renewal with payment vouchers OR you can manually load $$ into Available Funds a few days before next renewal date.

If you're account has Suspended for less than 89 days, you can re-activate it buy getting payment vouchers, then dial 611 to add them to the account. No PM pin needed with this method. (At day 90 in Suspension, your account is Deactivated...you 'd need a new sim to start a new account)