topic Payment issue in Get Support

Payment issue

Pickles6996 — Tue, 25 Aug 2026 04:51:23 GMT

For some reason when I made a payment using my registered card on file the payment was set on hold in my bank waiting for public mobile to fully accept the payment which could take up until the 28th why would that be when any other time I post a payment it’s accepted instantly and my services are resumed immediately it doesn’t even show on my app that I made the payment but my bank statement shows that i did and it’s public mobile’s end of things that have caused it to happen

Re: Payment issue

Sansan — Tue, 25 Aug 2026 05:46:47 GMT

That's strange, never heard of a payment been on hold when you approve it.

So you manually make the payments each time yourself? This is not autopay?

Once you make the payment the system will quickly verify that there are funds available in your credit card and approve the charge immediately and your phone will work again.

The payment will then pend for 2-5 days before being posted to your credit card as a charge.

So is your phone working now? Did you check the payment section of your My Account? Is there funds in the Available Funds section? Or call *611 from your phone if you know/have a pin to check the status.

Sometimes restarting your phone will clear bugs and issues.

Re: Payment issue

Pickles6996 — Tue, 25 Aug 2026 20:17:56 GMT

My bank says that the funds are on hold on public mobiles side of things and I forget what my pin is to call into *611 and no my phone doesn’t work it really sucks

Re: Payment issue

hTideGnow — Tue, 25 Aug 2026 20:37:23 GMT

hi @Pickles6996 did you login My Account? what the account status says? Does Payment history show the transaction?

or ask PM support agent to check.

you can actually open ticket right at My Account (or PM app) using the new Expert Messaging. Submit ticket with Customer Support through Expert Messaging in one of these ways:

My Account on a browser: click Message Centre on the left pane to Start a Chat
Public Mobile App : Go to Support page, click Chat with an Agent, and Start a chat
If unable to access My Account/PM app, submit a ticket here using the same Community login credentials you are using now: https://expert-messaging.publicmobile.ca/guest/chat/

Once you started the Chat, type "Submit Ticket", then "Connect Agent", and it will ask you to login to open ticket
(If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")

Remember CS_agent will reply within 2 to 4 hours. You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca