topic Payment issue in Get Support

Payment issue

Stac87 — Mon, 13 Jul 2026 13:35:48 GMT

My account is suspended and it won’t allow me to make a payment. Has this happened to anyone else? I don’t know what to do to fix it

Re: Payment issue

slusagm — Mon, 13 Jul 2026 13:38:30 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

Re: Payment issue

hTideGnow — Mon, 13 Jul 2026 13:38:37 GMT

hi @Stac87

sound like just an Autopay problem. Login My Account first. (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")

Then click the button Pay and Resume services now and follow the steps to make payment.

If you don't see such a button, the use this link to access the payment page and make payment (remember to add E911 fees if it is applicable to your province):
https://myaccount.publicmobile.ca/en/account/payment/funds/card

if it still gives you error, you might need to pay by voucher instead. Buy a voucher from Shoppers drug mart or Loblaws or No Frills and then load the voucher using *611 or My Account. This is the full list of retails that you can buy vouchers. Vouchers in some stores need to wait 24 hours, but vouchers from Shoppers and Loblaws can be redeemed immediately:
https://www.publicmobile.ca/en/payment-voucher

But if you cannot login at all, you will have to ask PM agent to help with the login and then you can make payment. 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: Payment issue

Stac87 — Mon, 13 Jul 2026 13:39:20 GMT

What is incognito mode? How do I do that?

Re: Payment issue

slusagm — Mon, 13 Jul 2026 13:40:57 GMT

click the 3 dots or 3 lines on the browser top right to bring down the menu , and it should something like Open Incognito mode or Incognito tab or something like that

if you cannot find it, try using a different browser to access My Account