topic Re: Can't redeem points in Get Support

Can't redeem points

PeachyKeen — Thu, 29 May 2025 04:19:35 GMT

Hi,

I've been trying to use my rewards points to pay this month's bill. I have more than enough, but it keeps failing because "I don't have a payment method registered".

I pay with vouchers, I'm not in a place to use a credit card. Is this a new policy or a glitch? I shouldn't have to get a credit card to use the money that's already there.

Has anyone been able to redeem vouchers lately, or is that off the table too if you don't have a card registered?

Thanks.

Re: Can't redeem points

hTideGnow — Wed, 28 May 2025 17:07:03 GMT

hi @PeachyKeen

you probably need to ask support and confirm what the issue is. You can submit ticket by direct message:
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: Can't redeem points

Chalupa_Batman — Wed, 28 May 2025 17:20:11 GMT

@PeachyKeen wrote:
Hi,
I've been trying to use my rewards points to pay this month's bill. I have more than enough, but it keeps failing because "I don't have a payment method registered".
I pay with vouchers, I'm not in a place to use a credit card. Is this a new policy or a glitch? I shouldn't have to get a credit card to use the money that's already there.
Has anyone been able to redeem vouchers lately, or is that off the table too if you don't have a card registered?
Thanks.

Hello @PeachyKeen

I have a credit card on file and I've been able to redeem points with ease. It could be a glitch but another option is if you plan on using points or vouchers moving forward, do you have access to a prepaid credit card? Even if there is no money on it or very little since you're paying with vouchers. Something to think about. But if you'd like to find out why you can't, here is the proper way to reach a CS Agent since you can obviously log into your account.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: Can't redeem points

BKNS27 — Wed, 28 May 2025 20:49:03 GMT

@PeachyKeen

Do you have enough funds in your account to cover your monthly payment before redeeming your points?

Re: Can't redeem points

Meow — Wed, 28 May 2025 22:51:21 GMT

I guess no matter how much funds you have on your account system requires as a backup to have credit card registered.

System would not know (or it is not intelligent enough) if you REALLY have enough money to cover monthly cost so it needs CC on file 'just in case' if you are short.

You can have $1000 on your account and PM would still require CC on file as a backup.

Re: Can't redeem points

computergeek541 — Thu, 29 May 2025 04:18:54 GMT

@Meow wrote:
I guess no matter how much funds you have on your account system requires as a backup to have credit card registered.
System would not know (or it is not intelligent enough) if you REALLY have enough money to cover monthly cost so it needs CC on file 'just in case' if you are short.
You can have $1000 on your account and PM would still require CC on file as a backup.

Public Mobile does not require customers to keep a credit card on file. Also, over several years, I have never had a plan fail to renew whether it there was a charge being made from my credit card or when there were already adequate funds in the Public Mobile available account balance.

Re: Can't redeem points

PeachyKeen — Fri, 30 May 2025 01:23:52 GMT

No, this is the first time in years that I didn't get more vouchers ahead of time, I dropped the ball. I tried adding an old pre-paid credit card and several times it refused to take it.

Re: Can't redeem points

Chalupa_Batman — Fri, 30 May 2025 01:29:38 GMT

@PeachyKeen wrote:
No, this is the first time in years that I didn't get more vouchers ahead of time, I dropped the ball. I tried adding an old pre-paid credit card and several times it refused to take it.

Try clearing your browser cache. Go to Settings, enter Cache into the search and clear the history (lifetime) and restart your browser. Then go into settings and then incognito mode and try logging in again and try the credit card again.

Re: Can't redeem points

PeachyKeen — Fri, 30 May 2025 05:46:16 GMT

Thank you all for the responses, but unfortunately I'm still stuck. I've been waiting for a CS agent to reply for four or five hours now and hopefully they can help me.

I tried (several times, including after re-starting my phone) adding a pre-paid credit card but it didn't work. The page where I could "add funds" no longer has an option for vouchers. Maybe I'm just blind or the site changed, but I can't find it anywhere. I don't have enough funds to renew my subscription and have one day left.

Re: Can't redeem points

Chalupa_Batman — Fri, 30 May 2025 14:55:16 GMT

@PeachyKeen wrote:
Thank you all for the responses, but unfortunately I'm still stuck. I've been waiting for a CS agent to reply for four or five hours now and hopefully they can help me.
I tried (several times, including after re-starting my phone) adding a pre-paid credit card but it didn't work. The page where I could "add funds" no longer has an option for vouchers. Maybe I'm just blind or the site changed, but I can't find it anywhere. I don't have enough funds to renew my subscription and have one day left.

Morning @PeachyKeen

Log into your account, then click on this link. Here is where you can upload a voucher.

https://myaccount.publicmobile.ca/en/account/payment/payvoucher

Re: Can't redeem points

PeachyKeen — Fri, 30 May 2025 20:47:38 GMT

This worked. You are a peach, thank you so much!!