topic Re: Services put on hold- unable to make credit card payment in Get Support

Services put on hold- unable to make credit card payment

Upadhyaya — Tue, 05 Dec 2023 08:55:14 GMT

my account has been put on hold and unable to make payment using credit card on file as the card expired.

I also need to update credit card details with the new expiry date.

Re: Services put on hold- unable to make credit card payment

LitlLdy — Tue, 05 Dec 2023 09:00:03 GMT

@Upadhyaya ,

To manage your payment method follow these steps:

Log in to the Public Mobile app (select + symbol on bottom left) or My Account (click > symbol on bottom left)
Go to the ‘Payments’ tab
Select ‘Manage Subscription’
Select ‘Manage Card Information’
Input your payment details
Select ‘Save Payment Information’

Or use direct link: https://myaccount.publicmobile.ca/en/account/my-payment/manage-subscription

Re: Services put on hold- unable to make credit card payment

BKNS27 — Tue, 05 Dec 2023 09:31:03 GMT

@Upadhyaya

You can make a manual payment by calling 1-855-4PUBLIC or login to your account then go to the Payment section and make a payment by CC, debit or vouchers.

Re: Services put on hold- unable to make credit card payment

Upadhyaya — Wed, 06 Dec 2023 19:13:55 GMT

I tried but the payment would not process. I have checked with the Credit card company and they confirmed that there was now issue with the credit card.

Re: Services put on hold- unable to make credit card payment

hTideGnow — Wed, 06 Dec 2023 19:16:08 GMT

Hi @Upadhyaya

did you try again today? and please use Incognit/Private/secret mode on your browser to logi n

If same, please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

And if you don't want to wait for agent reply and want to resume service first, you can buy a voucher from Shoppers drug mart and then load the voucher using *611

Re: Services put on hold- unable to make credit card payment

Upadhyaya — Wed, 06 Dec 2023 19:23:07 GMT

I am yet to try the Voucher from Shoppers drug mart. Just trying to understand why the credit card payment is not being accepted. Also the Public mobile site is taking about 5 to 6 minutes for the page to refresh. Could it be the Public mobile site issue.

Re: Services put on hold- unable to make credit card payment

Upadhyaya — Wed, 06 Dec 2023 19:27:45 GMT

The phone will not let me dial 1-855-4PUBLIC as there is no balance and the services have been put on hold. Tells me to dial *611 which I did but unable to make payment with Credit card.

Confirmed with Credit card company and there is no issue with the card. The card was expired and I am trying with the new card. The voice recording only asks if I want to use the existing card but wont let me change the expiry date. Unable to make the change using a laptop also.

Re: Services put on hold- unable to make credit card payment

BKNS27 — Wed, 06 Dec 2023 21:33:09 GMT

@Upadhyaya

As a temporary fix, just purchase a voucher from these locations: 7-11, Canadian Tire gas stations, London Drugs, Canadian Superstore, Shell, Shoppers Drugmart, Safeway, Staples

Dial 611 and enter the voucher number and pin.

While you are waiting for a reply from a CS_Agent to help you with your CC issue.