topic Re: vouchers in Get Support

vouchers

jdawgc — Tue, 14 Apr 2026 16:52:25 GMT

So i have about 8 vouchers some i forgot the throw away. Today is my top up and i called 611 and tried the vouchers, the first couple was all used up, then it says it was unable to process my request and asked me to contact support or the community. I went online to the self serve, i tried the other vouchers and the 3 said it was added like redeemed, but then when i clicked enter the page kinda just refreshes and the vouchers are gone from the screen and the payment doesn't get added. After reading some others discussions in the community it could be that my account has been lock for fraud or trying to input vouchers that have already been used, I opened up and ticket and gave the working vouchers to the support but they said they aren't unable to add them too and told me to wait 24/72 hours. Not sure why but others said once they contacted support they can just lift the lock and i would be able to add the vouchers, well after about 6 hours i tried 611 again and still not working. Anyone got any solutions? My phone not working for the entire day is bad but not working again for another 24-72hours just WOW.

Re: vouchers

Sansan — Tue, 14 Apr 2026 03:19:53 GMT

Yea wow, I guess you just have to wait until the timeframe provided to try again. If after that time has passed and they still can't be added to contact them again.

I never had any issues with Vouchers purchased from Shoppers Drug Mart. You could purchase one there to cover the amount of your renewal or keep waiting.

Also if you have 20 points available, that's $20 off your bill. Not sure how much is your plan.

See if you can redeem anything.

Re: vouchers

jdawgc — Tue, 14 Apr 2026 04:18:20 GMT

my vouchers are from shoppers, i just cant added them they wont work with 611 or online self serve. I had a set of $25,5,5 that was old and they have been used, i forgot to throw them away and it got mixed with the new set of vouchers, after adding the old ones which was already used up, i tried adding the vouchers that haven't been added yet, it said unable to process this at the moment and to contact support or the community.

Re: vouchers

CSA_PM — Tue, 14 Apr 2026 12:11:13 GMT

Thank you for bringing this to our attention! The customer was already in a private conversation with one of our agents when the post was escalated. The agent will continue assisting them directly.

Re: vouchers

jdawgc — Tue, 14 Apr 2026 15:16:35 GMT

if i entered vouchers that have been used already too many times and that created a lock on my account that doesn't let me top up anymore, contacting you should be able to lift that lock and not have me wait 24 hours and I'm still unable to use my phone. It doesn't hurt to ask the community for solutions since agents all got was to wait for guys to figure it out

Re: vouchers

slusagm — Tue, 14 Apr 2026 15:23:45 GMT

@jdawgc

there is no such "lock" after you enter the wrong code

the 24 hours wait you mentioned is because some voucher systems won't update with PM system fast enough and it might not work right a way

But you got it from Shoppers drug mart, their voucher system doesn't need that 24 hours wait

work with PM to confirm if the voucher you still have are used or not

Re: vouchers

jdawgc — Tue, 14 Apr 2026 18:15:31 GMT

then tell me why when i redeem vouchers it says accepted but then when i click enter nothing happens? and when i dial 611 i cant add vouchers either? even after 24hours? moyor