topic Re: Voucher add on in Get Support

Voucher add on

Kristen10 — Sat, 02 Sep 2023 05:10:42 GMT

I’m getting really fed up it won’t load the voucher I bought saying it’s invalid or already been used. Though I look at payment history and it shows my $40 top up. I go to use the funds available and it won’t work. Account still suspended!!!! Very annoyed right now please help

Re: Voucher add on

computergeek541 — Sat, 02 Sep 2023 05:18:29 GMT

@Kristen10 wrote:
I’m getting really fed up it won’t load the voucher I bought saying it’s invalid or already been used. Though I look at payment history and it shows my $40 top up. I go to use the funds available and it won’t work. Account still suspended!!!! Very annoyed right now please help

Are you saying that hte $40 is actually now in your Public Mobile account balance? As for error messages about vouchers being invalid, this sometimes happens immedaitely after a voucher purchase. There is sometimes a delay before the voucher is able to be used.

Re: Voucher add on

dust2dust — Sat, 02 Sep 2023 05:22:06 GMT

Dial 611 and see if it tells you your renewal date and balance. If not then press # then 4 to hear your balance. What's there? What plan are you on?
What are you trying to do with the voucher amount? Renew? Change? Add-on?

Try logging in using incognito as well.

Re: Voucher add on

Kristen10 — Sat, 02 Sep 2023 05:22:11 GMT

I figured however I see it my funds available. I clicked use available funds, it says your account has been reactivated. Then I go to main screen and it says it bold red my account is suspended due to non payment. I’ve reset my phone, and chat bots are not helping..

Re: Voucher add on

dust2dust — Sat, 02 Sep 2023 05:23:12 GMT

Ok, are your services working though? Maybe a full power off restart.

Re: Voucher add on

Kristen10 — Sat, 02 Sep 2023 05:29:22 GMT

So it says my renewal date is September.2 which is today now that it’s after midnight, MST. It says I have $50 available funds. But also says my account is suspended first thing when I call. Does this mean it’s going to take out the payment from my available funds automatically? Don’t you think it would have done that already so it’s not suspended?

Re: Voucher add on

dust2dust — Sat, 02 Sep 2023 05:32:57 GMT

If 611 says Sep 2 and like 2am then your renewal is happening now.
Again, are your services working?

Re: Voucher add on

Kristen10 — Sat, 02 Sep 2023 05:41:08 GMT

It seems to be working currently. Tho is usually does up until about 7 am then cuts off. So I will wait about 6/7 hours and see if it’s still working. Thank you for your help this far!

Re: Voucher add on

dust2dust — Sat, 02 Sep 2023 05:46:56 GMT

Yes, renewals have always been a long time to process for some unknown reason. If you have the balance to pay for your plan then just let it go and wait until mid morning eastern or so. As long as services keep working it's all good.

Re: Voucher add on

maple_leaf — Sat, 02 Sep 2023 06:07:05 GMT

Hello @Kristen10 , Apart from the other suggestions, the following information may be of help:

Payment Methods/Resume Service:
https://www.publicmobile.ca/en/on/get-help/articles?category=_articleCategory_payment-support&subcategory=_articleSubCategory_payment-methods

How Subscriptions Work:
https://www.publicmobile.ca/en/on/get-help/articles/how-subscription-works

Re: Voucher add on

mitchnet12 — Sat, 02 Sep 2023 10:35:57 GMT

I have seen my account show strange things while transitioning to the next period. It's both alarming and misleading. Have you tried calling yourself from a different line, or sending yourself a text message?