topic Re: automatic payment is not processing in Get Support

automatic payment is not processing

James0228 — Thu, 21 Dec 2023 21:09:47 GMT

I support four plans for my kids on PM. I have received a notification that the payment was not processed for two of the four accounts however the other two went through without issue. I logged into MyAccount and manually tried to make the payment and received this error:

"Sorry, we're not able to process your payment at this time. Please try again later."

The card was not denied (I checked with VISA).

Is there a payment processing issue right now?

Re: automatic payment is not processing

Handy1 — Thu, 21 Dec 2023 21:10:09 GMT

@James0228 did you happen to have plan change scheduled for renewal by any chance ? Please submit ticket with support to fix .

send a private message To CS_Agents

⬇️⬇️⬇️⬇️⬇️Link below ⬇️⬇️⬇️⬇️⬇️

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

Re: automatic payment is not processing

James0228 — Thu, 21 Dec 2023 21:13:31 GMT

I did change their plans (all four) from $15/250 mb to $34/30gb plans on the same day and reset billing day immediately. This is the first auto-payment cycle. Two went through and two didn't.

Re: automatic payment is not processing

James0228 — Thu, 21 Dec 2023 21:20:49 GMT

One additional note - the credit card number was updated on all accounts between enrolment to new plan and first auto-billing cycle. New plans start on Nov. 20 for all 4, CC updated Dec 5 (or thereabouts) on all four, but only 2 had payment get processed on new card - the other two received the same error.

Re: automatic payment is not processing

Handy1 — Thu, 21 Dec 2023 21:30:46 GMT

@James0228 I had the exact same issues last week for plan change and one went thru and not the other . Contacted support and they were able to help

Re: automatic payment is not processing

James0228 — Fri, 22 Dec 2023 00:57:06 GMT

Still no joy. I received some queries from Catalina at support for details on the accounts with problems which I have provided and I have tried paying using IVR at *611 and still no success. My VISA card shows no attempts to process a payment so it looks like the process is stuck within the PM account/billing system or the TELUS EPS gateway.