topic Re: Suspended account cannot process payment in Get Support

Suspended account cannot process payment

VesnaT — Mon, 31 Jul 2023 15:54:46 GMT

Hello, My account got suspended because of my expired credit card. As I was out of country, I had no idea that my last payment failed to process. Now when I try to do it now, it does not want to process it as I want to make a payment with a different card. Please help, I really need my phone. Thanks!

Re: Suspended account cannot process payment

Handy1 — Mon, 31 Jul 2023 16:08:53 GMT

@VesnaT As long as the account hasn’t been suspended more than 90 days since last payment . You can buy payment vouchers and load them *611 and resume your services . And then update your credit card info . Or if your able to log in now .

Update credit card info

In your my account go payment tab >manage subscription >manage payment method or use this link

https://myaccount.publicmobile.ca/en/account/my-payment/manage-subscription

Re: Suspended account cannot process payment

softech — Mon, 31 Jul 2023 16:10:39 GMT

@VesnaT wrote:
Hello, My account got suspended because of my expired credit card. As I was out of country, I had no idea that my last payment failed to process. Now when I try to do it now, it does not want to process it as I want to make a payment with a different card. Please help, I really need my phone. Thanks!

@VesnaT

did you successfully login My Account and change to another credit card?

If you have trouble with updating the card or payment, Wait a full hour before trying again. Try to use Incognito mode to login My Account

Or if you need to resume the service urgently, get a voucher from SDM/Shell/London Drug/711 and load the voucher via *611. Or if you are still out of country and cannot get the voucher in person, get it online from sites like Reacherge.com / ding.com / muskbird.com (but a small fees for buying vouchers online), and then load the voucher via My Account

Re: Suspended account cannot process payment

VesnaT — Mon, 31 Jul 2023 16:29:54 GMT

@Handy1 Thank you so much for the reply. Unfortunately, it does not let me buy a voucher as the account is suspended and it does not let me make a change to the payment option, it only accepts the "registered credit card" which has expired.

@softech I tried it last night, and I tried it this morning (8h difference). It simply does not let me change my payment information. I tried using the app as well :(. I will try the incognito window. I really want to give them the money and they won't accept it, I don't get it lol.

Re: Suspended account cannot process payment

Handy1 — Mon, 31 Jul 2023 16:32:58 GMT

@VesnaT @You buy payment vouchers at 7-11 Canadian tire . Or online at recharge . And load to account

Adding you can also get support to update credit card info for you also . @VesnaT

private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: Suspended account cannot process payment

VesnaT — Mon, 31 Jul 2023 16:36:53 GMT

@Handy1 Fantastic! I had no idea. On my way to 711

Re: Suspended account cannot process payment

softech — Mon, 31 Jul 2023 16:37:13 GMT

@VesnaT

did you successfully login My Account and change to another credit card?

did it error out when you update the card or you were able to update the card just not able to pay?

Using voucher is ok even when account is suspended. Buy it from local stores (SDM/Shell/London Drug/711 ) and apply it by calling *611 , it will work

at the same time

Re: Suspended account cannot process payment

Handy1 — Mon, 31 Jul 2023 16:40:34 GMT

@VesnaT If you have any trouble . Come back here and we can advise further for you .

Re: Suspended account cannot process payment

VesnaT — Mon, 31 Jul 2023 17:42:38 GMT

@Handy1 and @softech Thank you so much for your help! Had to buy a voucher and process it, it didn't want to accept any credit card changes etc

Re: Suspended account cannot process payment

softech — Mon, 31 Jul 2023 17:46:40 GMT

@VesnaT

glad you have resumed your service

For credit card chagne, I suggest you to wait till tomorrow and try again

if still fails, message support at:

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