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Account suspended from autopay/payments not working

Great Neighbour / Super Voisin

I've been using the $15/30days plan for a year now with autopay. A few days ago:

  • The autopay didn't apply and no payment were taken from my credit card.
  • My account status was set to "Plan Expired" and my account is suspended.
  • My phone no longer has working services (calls don't work).

Solutions I've tried:

  • Calling *611 to pay through my pre-registered credit card
  • On selfserve web, make a manual payment with my current credit card
  • Make a payment with a different credit card
  • Designate a default credit card for autopay

From these solutions, the issue seems to be Public not accepting my credit cards. This is the message after trying to make a payment:

"Unable to Process Transaction
Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged."


I verified my credit card info is correct, and they work as I was able to make purchases elsewhere. Because my account is currently suspended, I cannot change the plan either.


Mayor / Maire


Sorry to hear of this failed Autopay, I would let the Customer Support Agents (CSA) know. And you could also contact them if you are having continues issues, or if the advice on this thread is not working.


Methods to contact the Customer Support Agents (CSA):


So, did you try this:

  1. Add Funds to your Plan Amount through SELF SERVE, try by CHOOSING The "OTHER AMOUNT" option in the drop down area, not the "Amount Due"    (or by calling 611 if you have a card registered)
  2. Then, Select Resume/Reactivate Service
  3. Reboot your phone.



Toggling your phone to Lost/Stolen in your Self Serve account, then back to Resume/Reactivate sometimes helps finicky reactivations.


Not applicable


i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,


or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,


and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,


and log in and re entered your credit details,


just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.


How To Update or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,


and if can't fix it you Have To Submit a Ticket To Contact Customer Support Agent by CS_Agentand Explain your issue to 
they can solve your issue, they are nice service Team the will help you 100%.


Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
    Click here to submit a ticket↗↗.


  • or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
  • please include in your message,
  • phone number,
  • account number, 
  • account 4 digit pin,
  • Email address,


  • Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  • During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
    • Monday to Sunday: 6 AM to 10 PM EST

    Check your private message inbox (click on the envelope top right of your screen)

         Good Luck...

Accepted payments (

Mayor / Maire

@Ryip88...for now, get payment vouchers at your local Shell Gas station or London Drugs, dial 611 to add them to your account and Reactivate account. That'll get you going then you can deal with cc issue later.

Alternative is on-line vouchers from or recharge .com...but they do have a $5 fee.

Bon chance.

Mayor / Maire



Wait 1 hour, clear your cache and cookies, open an incognito tab and try again.


The system is likely on a temporary lockout and should work after that.


You could also purchase a public mobile payment voucher at many retail and mobile locations and apply it via self serve.

Need Help? Let's chat.