topic Re: Payment issue in Get Support

Payment issue

OwnS — Fri, 29 May 2026 01:31:29 GMT

Woke up this morning to my phone not working. Card that had been used for months was rejected. So were my 2 other cards. None can verify. Deleted and reinstalled the app, tried on pc, tried incognito, tried switching my name to all caps. Nothing. This is rough. How many hoops I gotta jump through? It's been a long day.....

Re: Payment issue

Chalupa_Batman — Fri, 29 May 2026 01:36:37 GMT

@OwnS wrote:
Woke up this morning to my phone not working. Card that had been used for months was rejected. So were my 2 other cards. None can verify. Deleted and reinstalled the app, tried on pc, tried incognito, tried switching my name to all caps. Nothing. This is rough. How many hoops I gotta jump through? It's been a long day.....

This is an odd one. Try reaching out to customer service to see what's happened here. Another thing you can try after 24 hours of trying the last time, clear the cache on your browser and close the browser entirely. Then re open and try again. If you need to get up right away, grab a voucher and Shoppers Drug Mart and dial 611 to load it. Might need a few hours to clear after purchase though.

If you are able to log in, 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

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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

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: Payment issue

Selim — Fri, 29 May 2026 01:36:30 GMT

They didn't withdraw money from my credit card, there were no mistakes, nothing at all, I had a plan of $ 25 per month with a 50% discount for two years, today they cut my Internet, and now instead of $25 I have to pay 50 and it's still not clear whether I will have my discount or not? WHAT'S GOING ON PUBLIC MOBILE

i can't even call to them

Re: Payment issue

Chalupa_Batman — Fri, 29 May 2026 01:38:02 GMT

@Selim wrote:
They didn't withdraw money from my credit card, there were no mistakes, nothing at all, I had a plan of $ 25 per month with a 50% discount for two years, today they cut my Internet, and now instead of $25 I have to pay 50 and it's still not clear whether I will have my discount or not? WHAT'S GOING ON PUBLIC MOBILE
i can't even call to them

Ya, I'm sure you know that there is no number to call. You need to engage them via private chat. Check the other post for how. Also, turn your phone into airplane mode for a minute, turn off airplane mode and then reboot. That should connect you to the network.

Re: Payment issue

OwnS — Fri, 29 May 2026 01:38:58 GMT

Was in contact with support all day. Did all of the things they've asked. Just sitting here not knowing what to do other than just look for someone that wants to take my money so I can use my phone haha.

Re: Payment issue

slusagm — Fri, 29 May 2026 01:41:16 GMT

it is an common system issue. You can choose to wait 24 hours first and try again using browser with Incognito mode, or you can buy a voucher and pay if you need to resume service now. You can buy the voucher from any Shoppers Drug Mart store, or any Loblaw's brand supermarket. Then load the voucher using My Account, PM app or by calling *611

and in your case, you need to pay full price now ($50) , but PM will add the $25 credit back to your account afterward.

Re: Payment issue

Chalupa_Batman — Fri, 29 May 2026 01:42:55 GMT

@OwnS wrote:
Was in contact with support all day. Did all of the things they've asked. Just sitting here not knowing what to do other than just look for someone that wants to take my money so I can use my phone haha.

When was the last time they reached out to you? If it's been a few hours, I'd contact them again asking for a resolution.

Re: Payment issue

Selim — Fri, 29 May 2026 01:43:53 GMT

I don't want to buy Anything, because i already have a plan with 50% , why the helli i have to overpay for my plan