topic Re: Unable to Renew Subscription? in Get Support

Unable to Renew Subscription?

jerlovesrally — Thu, 09 Jul 2026 15:44:31 GMT

I am attempting to renew my subscription however a prompt comes up saying "Sorry, we're not able to process your payment at this time. Please try again later." I have tried several times.

Re: Unable to Renew Subscription?

hairbag1 — Thu, 09 Jul 2026 15:48:23 GMT

@jerlovesrally

you can get to No Frill, Canada Tire or Shoppers Drug...get Public Mobile payment vouchers then dial 611 to add them to your account to resume service. Then contact Customer Support by clicking the orange chat bubble icon on bottom right side of page to start the process to see whats wrong with your payment card.

Re: Unable to Renew Subscription?

jerlovesrally — Thu, 09 Jul 2026 15:55:51 GMT

But why does the credit card not work? This has not been an issue before. My CC is not expired.

Re: Unable to Renew Subscription?

jerlovesrally — Thu, 09 Jul 2026 16:11:09 GMT

CAN SOMEONE PLEASE EXPLAIN WHY MY CREDIT CARD IS NOT WORKING FOR THIS SUBSCRIPTION RENEWAL?

Re: Unable to Renew Subscription?

hTideGnow — Thu, 09 Jul 2026 16:14:31 GMT

hi @jerlovesrally

it is not unusual that autopay for any system to fail. So, in your case, if you can login and make a manual payment, please do so to renew. You can login My Account first, then use this link to load funds

https://myaccount.publicmobile.ca/en/account/payment/funds/card

if you still cannot pay, then use the voucher workaround for this month

if you want to know what it happens, you can try asking PM agent.

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, 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