topic Re: Got double charged in Get Support

Got double charged

JC416 — Mon, 26 Jan 2026 17:41:34 GMT

I signed up for the $60 ($30 promo) plan with a physical sim and it gave me an error but I got a notification email that the order was placed and just to confirm I checked my CC and noticed I got double charged. Can an agent confirm my order went through and help me with the extra charge?

Re: Got double charged

slusagm — Mon, 26 Jan 2026 17:43:12 GMT

@JC416

you need PM to check

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Got double charged

hTideGnow — Mon, 26 Jan 2026 17:44:07 GMT

hi @JC416

so, you got an error at the payment step or at Step 6 Activation on the app?

Re: Got double charged

hairbag1 — Mon, 26 Jan 2026 17:44:24 GMT

@JC416

Re: Got double charged

JC416 — Mon, 26 Jan 2026 17:46:06 GMT

I think it was the 4th step? Right after payment.

Re: Got double charged

hTideGnow — Mon, 26 Jan 2026 17:47:48 GMT

hi @JC416 so, you are using PM app now? If not, please download PM app and login and see if you can proceed to Step 5 for phone number

if not, you will need PM agent to check the payment issue (but what you see could be just a pending one rather than posted charge)

if you need to ask PM support agent to help, 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: Got double charged

JC416 — Mon, 26 Jan 2026 17:51:56 GMT

I'm using the website right now, I thought I needed the sim to complete the activation? I will try to setup a phone number now, but will my plan start when I activate/choose a number or when my sim arrives?

Re: Got double charged

hTideGnow — Mon, 26 Jan 2026 17:54:14 GMT

hi @JC416

yes, you need the sim card to complete the activation with the app

if you don't have that yet, then wait

for the payment, open ticket with PM using direct message then

Re: Got double charged

JC416 — Mon, 26 Jan 2026 18:02:24 GMT

Ok thank you,

I will message an agent and hopefully they can straighten this out.