UPDATE: Issue is now resolved! Thank you so much for your patience.
We are currently experiencing issues accepting credit cards and visa debit cards as payment, during Activation and on Self-serve. Our team is looking into what’s causing the issue. We don't have a timeline yet for a fix, but will keep you posted.
In the meantime, you can make a payment with a Public Mobile Payment Voucher. To find a location that sells payment vouchers near you, click here.
If you have a registered credit card, you can also make a payment through our automated phone service by dialing *611.
We will update this thread with more information as it becomes available. Apologies for the inconvenience and thank you for your patience.
@Jade_S : Thanks for the news. Will those customers that would otherwise have set up autopay at activation be able to get the initial $2 reward after the fix (assuming they set up autopay afterwards)?
Your payment system is the worst by the way if you don't already know. No company should struggle with taking money from their customers like this place does. Of course I know the vast majority do just fine but no one should have to work so hard to give their money to a company through no fault of their own.
@Jade_S appreciate with the notice!!
Announcement like this was exactly what I asked earlier and thanks for making this happens. Information like this is useful for everyone in the Community.!!
Thanks for the heads up....is there anyway to put a post it note of this on the actual activation portal? Since most customers head there first then here when they encounter a problem.
Any word on the higher incidence of sim cards not provisioning upon activation?
Thank you for this information. The last few days have been frustrating with will guidance about how to mitigate this issue.
When I attempted to use 611 to make the payment, I was asked for a 4 digit pin that I have never used for the two years that I have owned this phone. Can you point me to where that pin can be located or how to even set that up?
@SJ3 : You might still have your PIN in your texts from when you activated. It comes from 611. It's also possible that it's stored as a text on your SIM.
Otherwise, you'll need to contact the moderators to get it reset.
Is it possible its the same as your voicemail code? Sometimes customers get it confused and use the same code. Vouchers don't need your code to be added. Immediately valid vouchers are available at 7/11, Shell stations, SDM and london drugs.
It looks as though you posted this after the topic was updated to “Issue Resolved” so either it isn’t really resolved OR something else is causing your particular problem?
If you are having trouble try this...
Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.
Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.
Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.
Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.