topic Re: Payment issues in Get Support

Payment issues

Felix-187 — Fri, 27 Dec 2024 23:57:38 GMT

ibam using my bank card. It has visa, however it is not allowing me to us it. Same address, I can not get into account, to see a payment change. As I am stuck at payment page. I am routed there every time I try to proceed

Re: Payment issues

TheSterlinger — Sat, 28 Dec 2024 00:09:05 GMT

@Felix-187 if you cannot sign-into your account you would need the help from agent, use the link below to contact them.

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

For payment issue, if you tried too many times today, the system will lock you out you would need to wait a few hours before trying again.

From your phone, you can call *611 and if that same debit visa is already on file make a payment that day. You can also purchase public mobile vouchers from lo al gas station and load using 611.

Re: Payment issues

BKNS27 — Sat, 28 Dec 2024 00:25:48 GMT

@Felix-187

You can dial 1-855-4PUBLIC from another phone and make manual payment and update the CC information.

Payment issues

Felix-187 — Wed, 01 Jan 2025 09:53:52 GMT

Unable to make a payment, after selecting a plan this is my account from 2020. I also tried to open another account under a different email didn't have an address I couldn't use my bank card. That is my issue no payment being accepted. Can't find my personal address to change. I've been on my profile preferences.

cannot locate was trying to get yesterday's plan for 75 gigs

Re: Payment issues

hTideGnow — Wed, 01 Jan 2025 12:12:14 GMT

hi @Felix-187

why you create a new account? you cannot move the phone number from your old account to this new one.

if you cannot pay using the current account, wait a day or even longer before you try again. When you try, try using both Incognito/private/secret mode on your browser and try with Public Mobile app (with Location Permission enabled)

but if you don't want to wait, then buy a voucher from Shoppers drug mart or gas stations and then load the voucher using *611 or My Account

And yes, existing customer might not see all plans. PM is using targeted marketing now and only offering some plans to each customer

Re: Payment issues

Felix-187 — Wed, 01 Jan 2025 12:20:29 GMT

I've been trying on my old account. Which is not active, so yesterday called Bank to see what was going on. They say there is a payment trying to be processed but an issue. I was at a different address in 2020, I'm assuming this is the address issue. I don't have an active plan so I can't dial *611. Unable to use a voucher at payment cuz you need to use credit card. I just about got about you yesterday. Would have been a waste. The second account didn't even create an address. When I try to use bank card. Came back invalid. I do not have this issue with my card other sites. Try changing payment method, can't find that. Not available on my page I don't believe as I don't have an active subscription. I have an account not a subscription

Re: Payment issues

hTideGnow — Wed, 01 Jan 2025 12:52:16 GMT

HI @Felix-187

you can buy voucher using cash at Shoppers Drug mart or other store or gas station

your first account could still be able to be unsuspended as there is a 90 days grace period I think you shouldn't do anything until after support agent check and confirm if your first account still there and can be reactivated. Please message support agent here

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: Payment issues

will13am — Wed, 01 Jan 2025 14:53:30 GMT

@Felix-187 wrote:
I've been trying on my old account. Which is not active, so yesterday called Bank to see what was going on. They say there is a payment trying to be processed but an issue. I was at a different address in 2020, I'm assuming this is the address issue. I don't have an active plan so I can't dial *611. Unable to use a voucher at payment cuz you need to use credit card. I just about got about you yesterday. Would have been a waste. The second account didn't even create an address. When I try to use bank card. Came back invalid. I do not have this issue with my card other sites. Try changing payment method, can't find that. Not available on my page I don't believe as I don't have an active subscription. I have an account not a subscription

@Felix-187 , updating the payment method can be quite frictional at times. I have had success doing it in the app. Be sure to have an up to date version of the mobile app, delete app cache and enabling location permission before attempting to update your address and payment card information.

Re: Live chat help

Felix-187 — Fri, 03 Jan 2025 12:17:50 GMT

How long does it take for a ticket to be replied to a week

Re: Live chat help

hTideGnow — Fri, 03 Jan 2025 14:09:36 GMT

hi @Felix-187

usually it is within 2 to 4 hours. If you waited longer than a day, message them again for update

Account

Felix-187 — Sun, 05 Jan 2025 14:35:11 GMT

TD debt visa does not work for payment option. I have been trying. Now with some other search, have found that pm. Just does not accept this payment. Will not allow me to use a voucher. Is see there are other options. However that is not as simple as it should be being a online phone company. I am moments from not signing up. Which is unfortunate .

Re: Account

Phil_Adelphus — Sun, 05 Jan 2025 14:58:44 GMT

@Felix-187 From your other threads it sounds like your original account is closed? If you are starting a new account you won't be able to do it with a voucher, you can only use vouchers for subsequent payments once you have opened with a Canadian credit card or other accepted payment card. Did you contact customer service as suggested in the other two threads?