topic Re: cannot make a payment after changed my subscription in Get Support

cannot make a payment after changed my subscription

yuan1797 — Tue, 14 Nov 2023 01:15:21 GMT

Hi, I have changed my subscription since today , it was set up with pre-authorized payment but it didn't work, the account is put on hold but I cannot make a payment, when I tried to pay it says Sorry, we're not able to process your payment at this time. Please try again later.

Re: cannot make a payment after changed my subscription

HALIMACS — Tue, 14 Nov 2023 01:22:00 GMT

@yuan1797

When you say you 'changed your subscription' do you mean you scheduled a change to your next renewal, or made an immediate plan change?

Why, exactly, are you trying to make a payment? Did auto-pay fail? Are you completely without any calling or texting services right now?

Re: cannot make a payment after changed my subscription

SourDude1234 — Tue, 14 Nov 2023 02:00:00 GMT

Hi @yuan1797
Please try clearing your browser/phone app cache, use incognito mode and use a different browser. If it still does not work, then you can purchase a voucher and pay by dialing 611.

You can get them at most 7/11, Shoppers, London Drugs, Shell, Petro Canada, Circle K and some Telus stores. You should call them first and ask if the ones in your area have them available.

Re: cannot make a payment after changed my subscription

yuan1797 — Tue, 14 Nov 2023 01:32:29 GMT

Thanks @SourDude1234 I'll try.

Re: cannot make a payment after changed my subscription

SourDude1234 — Tue, 14 Nov 2023 01:36:29 GMT

Oh and I forgot to mention, you can get them at most 7/11, Shoppers, London Drugs, Shell, Petro Canada, Circle K and some Telus stores. You should call them first and ask if the ones in your area have them available.

Re: cannot make a payment after changed my subscription

yuan1797 — Tue, 14 Nov 2023 01:37:24 GMT

@HALIMACS Thanks for your information. Yes, I have been used the Pre authorized card for about 5 years, there is always no issues with the auto pays. At the end of October I scheduled a change on my next renewal(which is today Nov 13th), but the payment was not successfully and the account is put on hold . So I tried click on " pay now and resume service" then I got this error: we're not able to process your payment at this time. Please try again later.

Re: cannot make a payment after changed my subscription

yuan1797 — Tue, 14 Nov 2023 01:40:00 GMT

@HALIMACS The account is put on hold, but looks I can make a call or text services.

Re: cannot make a payment after changed my subscription

HALIMACS — Tue, 14 Nov 2023 01:48:03 GMT

@yuan1797

Have you passed the expiry date of the credit card?

Don't try repeatedly as it may trigger a lock on the card due to repeated attempts - wait an hour, clear cache and cookies, then try again using an incognito/private tab to login.

Re: cannot make a payment after changed my subscription

yuan1797 — Tue, 14 Nov 2023 01:58:36 GMT

@HALIMACS The card is not expired, I tried a few times though on the same card. I'll clear cache and cookies and try in incognito tab later, thanks again!

Re: cannot make a payment after changed my subscription

yuan1797 — Tue, 14 Nov 2023 02:33:08 GMT

I tried on another browser and used another credit card to pay, and it worked! Thanks a lot for your help! @HALIMACS @SourDude1234

Re: cannot make a payment after changed my subscription

SourDude1234 — Tue, 14 Nov 2023 02:34:29 GMT

No problem, enjoy!