topic Re: Add voucher through IVR in Get Support

Add voucher through IVR

Patrine — Fri, 22 Nov 2024 23:35:43 GMT

Hello I am assisting an elderly person to add a voucher as he’s not tech savvy to use the app and it keeps saying it can’t be added and should seek help here.

Re: Add voucher through IVR

computergeek541 — Fri, 22 Nov 2024 23:37:16 GMT

@Patrine wrote:
Hello I am assisting an elderly person to add a voucher as he’s not tech savvy to use the app and it keeps saying it can’t be added and should seek help here.

Sometimes, there is a delay before a voucher code becomes valid. Please wait a few hours and try again. Additionally, you can try using the self serve website or the Public Mobile app to try adding the voucher to the Public Mobile account.

Re: Add voucher through IVR

BKNS27 — Fri, 22 Nov 2024 23:37:21 GMT

@Patrine

Simply dial 611 on their phone and enter the voucher number and pin.

Re: Add voucher through IVR

hTideGnow — Fri, 22 Nov 2024 23:37:43 GMT

hi @Patrine

you can call *611 from the PM cell phone or call 1-855-4PUBLIC from another phone to load the voucher to the account

Re: Add voucher through IVR

Patrine — Fri, 22 Nov 2024 23:38:05 GMT

I did that serval times and its not going through.

Re: Add voucher through IVR

BKNS27 — Fri, 22 Nov 2024 23:39:11 GMT

@Patrine

Try dialing 1-855-4PUBLIC on another phone.

Re: Add voucher through IVR

hTideGnow — Fri, 22 Nov 2024 23:39:50 GMT

HI @Patrine

where and when you got the voucher? some vouchers have a 24 hours wait time. If possible, wait 24 hours before loading it

or you can ask PM support for help, message them:

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

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Add voucher through IVR

Handy1 — Fri, 22 Nov 2024 23:42:55 GMT

@Patrine Some vouchers take 24 hour after purchased to be used , but some right away where did you get vouchers from ? And it’s easier to load the funds *611 from the cell phone and resume services right away

Re: Add voucher through IVR

Patrine — Fri, 22 Nov 2024 23:46:04 GMT

He purchased it at the regular store he would normally go to and normally would dial *611 and then add the voucher which he was always successful until now

Re: Add voucher through IVR

Handy1 — Fri, 22 Nov 2024 23:48:19 GMT

@Patrine Shoppers drug mart /7-11 shell gas station are a few places that work instantly real time vouchers so depending what regular store he may need to wait 24 hours and then try again unfortunately

pic of vendors

Re: Add voucher through IVR

hTideGnow — Fri, 22 Nov 2024 23:49:41 GMT

hi @Patrine

if he bought the voucher for over 24 hours, ask PM support to confirm the voucher

Re: Add voucher through IVR

Patrine — Fri, 22 Nov 2024 23:51:32 GMT

This did not work either as its telling me to visit the community for more help.

Re: Add voucher through IVR

Patrine — Fri, 22 Nov 2024 23:58:49 GMT

Thank you, I told him to wait until tomorrow and try again.

Re: Add voucher through IVR

computergeek541 — Sat, 23 Nov 2024 00:04:56 GMT

@BKNS27 wrote:
@Patrine
Simply dial 611 on their phone and enter the voucher number and pin.

@BKNS27 @hTideGnow

Please see the first post of this thread. The customer had already indicated that was done and attempted through the voice menus.

Re: Add voucher through IVR

computergeek541 — Sat, 23 Nov 2024 00:04:03 GMT

@Handy1 wrote:
@Patrine Shoppers drug mart /7-11 shell gas station are a few places that work instantly real time vouchers so depending what regular store he may need to wait 24 hours and then try again unfortunately
pic of vendors

I realize that a real time voucher would get the service working immediately if the service was suspended, but in this case the customer already has a voucher.

Re: Add voucher through IVR

Patrine — Sat, 23 Nov 2024 00:04:25 GMT

It has not reached 24 hours as yet so I told him to wait. However he got concern as he always use the dial method to add vouchers previously and was always successful.

Re: Add voucher through IVR

Patrine — Sat, 23 Nov 2024 00:08:17 GMT

The customer account is not suspended as he has until December 1st but he usually add the voucher before just in case he forgets.