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Good Citizen / Bon Citoyen

Cannot top up

My account was suspended this morning and I have been trying for several hours to make my payment.  When I try it either says I have enough funds on my account which I don't or my credit card is declined which it shouldn't be.  I'm getting pretty frustrated as I need my phone for work.  I've tried a different browser, tried a different card.  Removed my old card added it back and still not working.  Someone please help

Model Citizen / Citoyen Modèle

Re: Cannot top up

Contact a moderator.

you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Mayor / Maire

Re: Cannot top up


@kdeluca wrote:

My account was suspended this morning and I have been trying for several hours to make my payment.  When I try it either says I have enough funds on my account which I don't or my credit card is declined which it shouldn't be.  I'm getting pretty frustrated as I need my phone for work.  I've tried a different browser, tried a different card.  Removed my old card added it back and still not working.  Someone please help


Was last night your renewal? Are you on autopay?

Maybe post a screen snip of your overview page. Blank out personal info of course.

You could try the 611 service if your credit card is registered. You could get a voucher from convenience stores and use self-serve or 611.

Good Citizen / Bon Citoyen

Re: Cannot top up

I did that.  Several hours ago

Model Citizen / Citoyen Modèle

Re: Cannot top up


@kdeluca wrote:

My account was suspended this morning and I have been trying for several hours to make my payment.  When I try it either says I have enough funds on my account which I don't or my credit card is declined which it shouldn't be.  I'm getting pretty frustrated as I need my phone for work.  I've tried a different browser, tried a different card.  Removed my old card added it back and still not working.  Someone please help


Since your account was suspended I would suggest contact moderator team :

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

Great Neighbour / Super Voisin

Re: Cannot top up

I am having the same issue :/

Good Citizen / Bon Citoyen

Re: Cannot top up

I have done everything suggested except the voucher.  I don't have a store near me that sells the vouchers.  I'm also a bit hesitant seeing as it's declined everything else I've tried

 

Mayor / Maire

Re: Cannot top up


@kdeluca wrote:

I have done everything suggested except the voucher.  I don't have a store near me that sells the vouchers.  I'm also a bit hesitant seeing as it's declined everything else I've tried

 


Lots of places sell vouchers. Not just the ones on the locations page. If a store sells gift cards and such and if they have that little pinpad terminal then they most likely can sell a voucher for here.

The other option is an online source but you pay a convenience fee that totals more than you would pay in a store. recharge.com is one. I think ding.com is another.

Deputy Mayor / Adjoint au Maire

Re: Cannot top up


@kdeluca wrote:

I have done everything suggested except the voucher.  I don't have a store near me that sells the vouchers.  I'm also a bit hesitant seeing as it's declined everything else I've tried

 


Try an on-line voucher from recharge.com.

Highlighted
Model Citizen / Citoyen Modèle

Re: Cannot top up


@kdeluca wrote:

My account was suspended this morning and I have been trying for several hours to make my payment.  When I try it either says I have enough funds on my account which I don't or my credit card is declined which it shouldn't be.  I'm getting pretty frustrated as I need my phone for work.  I've tried a different browser, tried a different card.  Removed my old card added it back and still not working.  Someone please help


@kdeluca If your plan was up for renewal please note the following. The temporary plan suspension although confusing is a normal part of Public Mobile's renewal process and in many ways it's best to simply not monitor the account during the renewal process.

If you are not familiar with the Public Mobile renewal process the temporary suspended status could easily cause concern and panic and and cause the customer to take uncecessary actions (Making onetime payments) that often result in account suspension possibly requiring moderator intervention and uncessary downtime.

The way the PM renewal process works is as follows:

1. Plan will show "expired" sometime before midnight.
2. Rewards get converted to available funds at midnight, rewards reset and account shows Suspended (temporary).
3. In the early hours, if there any available funds they are credited first then if necessary the AP credit card gets charged to cover the plan cost renewal.
4. Plan gets renewed and the account status changes back to Active.

 

If you tried to make a payment during the renewal or if something went wrong with the renewal process like in your case, the system will not accept your payment and you will need to notify the moderator to resolve it. To contact Public Mobile click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Moderator Hours: Monday-Friday 8 am(Eastern) to 12 am (Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm (Eastern).

While you are waiting for moderator, you may try the lost/stolen phone trick:

To report your phone stolen. Login to your selfserve account. Choose Plans and Add-ons tab. Choose the Lost/Stolen Phone tab. Choose Suspend Service tab. Wait a few minutes. Report your phone found. Re-start you phone