topic Re: help in Get Support

help

Goodlife062404 — Mon, 11 Sep 2023 18:01:37 GMT

my old CC expired and I updated my account with my new card. however when I go to pay it wont process for some reason. can someone help me ASAP

Re: help

Chalupa_Batman — Mon, 11 Sep 2023 18:03:00 GMT

If you are using your PC to do this, go to your browser settings and clear the cache, close and re open browser and try again. This site is known for cache issues.

You can also try the app.

Re: help

Handy1 — Mon, 11 Sep 2023 18:03:43 GMT

@Goodlife062404 Use this direct link to support to help you update it

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: help

JRod — Mon, 11 Sep 2023 18:05:32 GMT

@Goodlife062404

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages it on mobile).

If you are in a big rush and worried that your account is going to lose service you can purchase a voucher from a Shoppers or Gas station or an online one from a company like Muskbird in order to get money on your account.

Re: help

Goodlife062404 — Mon, 11 Sep 2023 18:06:44 GMT

I tried both, none seem to be working. I added my new CC info and it saved, but when I tap pay now it says there was an error processing payment. its a new card I've been using so it should work

Re: help

Goodlife062404 — Mon, 11 Sep 2023 18:08:29 GMT

it keeps saying this

Re: help

Chalupa_Batman — Mon, 11 Sep 2023 18:22:46 GMT

OK. So. Did you move recently? Does the address on the credit card match the address you have on profile? Also, is your phone service not working the reason you're making this payment? If you're service is working, perhaps just wait until the renewal date comes and takes it automatically?

Re: help

Handy1 — Mon, 11 Sep 2023 18:25:25 GMT

@Goodlife062404 To many failed attempts and you will need to wait a full hour before trying again . Or as earlier suggested you can get support to help also .

Re: help

Goodlife062404 — Mon, 11 Sep 2023 18:25:40 GMT

no, did not move. yes its the same address/ same name on card, same everything. yes my service is cut because the payment did not go through. I cannot wait a month and with no service ? lol.......

Re: help

Chalupa_Batman — Mon, 11 Sep 2023 18:28:03 GMT

I hear you. How about this. Wait just a little over 1 hour... say 1 hour and 15 minutes. Try again making the payment again via the app. However, totally close the app if you can. Maybe even clear the app cache might be an idea. If that doesn't work, then as per below, contact a CS Agent to assist you further.

Re: help

Handy1 — Mon, 11 Sep 2023 18:28:14 GMT

@Goodlife062404 Oh so your phone not even active ? So another option would be to get payment vouchers and make top up *611 get services up and running again . And worry about updating credit card info later