Autopay failed, multiple VISA cards won't work, Mastercard does.

[LuckyStar]

Hello,

I got a rude surprise a couple of days ago to find my autopay failed.

So naturally, I read the forums here.

Its been 2 days now with no response. So it seems like operating procedure is to post here.

I normally use a Chase Canada Visa. This worked the first time when I setup the account a month ago.

The autopay failed to renew, so I tried a few dozen times to make it go through with various addresses that might work.

I then tried my other Scotiabank Visa, which I normally use for emergencies. This also failed.

I called both companies, Chase said they have no history of any authorization attempts.

Scotiabank says it was successful but PM is only charging $0 to the account.

I've tried many ways to pay including manually trying to load the balance or even $1.

So, I asked a relative of mine if I could test their credit card. It works fine.

The only difference is that they have a MasterCard.

The details are identical.

I even tried putting my middle initial into the name fields.

I tried capitalization and lowercase.

I tried typing Road and Rd, for the address.

I also tried removing the Visa from the account and adding it back to no avail.

The cards work fine for everything else in my life including online bill payments for other services.

I would like to avoid using the MasterCard, as I collect points on my Visa and its not my card to autopay with, thus causing me lack of rewards.

All in all, everything is fine on my end it would seem your payment processor has a vandetta against Visa.

If someone at PM could reach out to me and resolve this matter, I would like to use my Visa and to get my phone back online. I understand this is a "beta" and some kinks are to be expected. However, I feel a bit betrayed by the lack of responce in the typical 48hour window.

Thanks for taking your time to read this.

Here is the error.

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.

[Rockdaddy22]

Thanks for the tip 🙂

[Spartan]

I just want to say that spacing the credit card numbers apart (xxxx xxxx xxxx xxxx) worked in my  case: a TD visa

[srlawren]

@CoderAndrew weird.  Sorry it didn't work for you. It must vary from (card) provider to provider. 

[CoderAndrew]

If I include the spaces I'm told invalid card number

[Rockdaddy22]

Interesting

[srlawren]

Oh, I just succeeded in adding a card and paying for an add-on!!!!!

I figured it out:  you really DO have to completely ignore the suggested formatting in the form where you register your credit card.  Copy and paste the formatting of your name, address, postal, etc. from your credit card statement, including capitalization, and here's the part that I just tried that finally let me add my card:  INCLUDE the spaces in yoru card number!!!  e.g. 1234 5678 1234 5678 instead of 1234567812345678 as suggested on the form.  This is the only thing I did differently between two attempts just now, and it worked.

This is worth a try if you're still stuck!

[Jeremy_M]

@LuckyStar

I sent you a PM, please respond so we can get this issue fixed.

cheers!

[Luddite]

@iCruise Great news. Also sounds like a workaround to get Autopay reward when only vouchers are working. @Daniel take note.

Suggest you also check your credit card for charges and your self- serve account for any credits in that event.

Welcome aboard the PM cruise that picks out storms to hit. 

[imm1304]

Hi @iCruise!  Good to know they gave you the autopay reward and welcome to PM officially now. 

Hopefully the cc payment issues will be fixed by your next payment date and you can continute to enjoy service and rewards without any hassle.  

[Daniel]

Great news @iCruise,

Now let just hope we'll get the autopay discount for voucher too!

[Rockdaddy22]

Great news 🙂

[iCruise]

Update:

I was able to use prepaid vouchers to pay my account. And since I had been set up with auto pay, I did receive my award. Thank you PM.

[Luddite]

@iCruise Good luck. Let us know how you make out, Check your credit card statement for charges just in case they went through.

Suggest you start a new post; you are buried in the midst of several other customers.

[iCruise]

When I set up my account 30 days ago I had to use a prepaid voucher as PM could not process my credit card. Since then I have submitted my auto pay info. Today my plan was to be renewed and I was very surprised to find that I had no cell service when I tried to make a call. Upon checking my account, I see that they have my new plan listed but no payment has been applied and my service has expired. 

Home alone and no phone....this could be disastrous.  Am very disappointed.  I have been telling other people about PM and this is very embarrassing.

i have just purchased another voucher so hopefully I will be able to apply these to my account and have phone service once again.  Wish me luck!

[Martin]

Luddite,

I read that! 🙂

[Luddite]

@LuckyStar Agreed. However, better "only" an accounting issue than no service! I had accounting issues on a change to 90 day plan and it took several days to sort.

Just keep track and follow @Martin's advice, ensuring you don't confuse him with a Martian, even though he communicates telepathically from time to time. 

[LuckyStar]

@Luddite

I wouldn't say running properly, as I can't pay my balance with anything besides vouchers.

However, I have got my service up and running again.

[Luddite]

@LuckyStar Are you saying your service is up and running properly, and you can access your account online?

[LuckyStar]

@Mansi_G, @Moid_I

Here's an update.

After getting a useless response from customer service.

I cracked and bought vouchers to pay my balance.

I would kindly ask that I be refunded my $3 convenience fee and awarded my stolen autopay rewards.

Please fix your system soon!

Thanks

[Martin]

Hi @srlawren,

Wait a maximum of 2 calendar days from your most recent customer-assistance reply for the updates to appear. If none appears within 2 calendar days, update this community. A Community Manager will then be alerted to your situation, and will work with you until your problem is resolved.

Hang in there!

[srlawren]

The issue isn't limited to Visa.  I've had the same problem with two different MasterCards (Bank of Montreal, and a credit-union issued CUETS MasterCard).  Neither are "debit" cards, just straight-up mastercards I've been using online and instore for years.  In fact, both have been attached to parent company Telus's account for auto-paying for a combined 12 years (about 10 of those on the BMO card, and a couple on the credit union one) prior to me moving to PM a couple of weeks ago.  Quite baffling.

Email from customer service (Greg was the rep) indicates they're working on it but no ETA was given.  He said to watch the site for updates.  I've seen none yet.

[Luddite]

@Itsme @LuckyStar These are very weird glitches considering autopay had been working for you. This post has been up too long:       We’re sorry, we’re experiencing some issues              I only have until Nov 12 for them to be resolved.

It's not much help but if you have access to wifi you could use a VOIP phone service, like fongo.com, and at least be able to stay in touch with folks.

[Daniel]

Goodmorning @Martin,

I meant the prepaid voucher, which are sold at multiple distribution points. (https://www.publicmobile.ca/en/on/how-to-pay)

[Martin]

Hello Daniel,

Unless policy has changed, prepaid cards are not accepted by Public Mobile.

FYI.

[Daniel]

Hi @LuckyStar,

I hate to say this, but until they get the issue resolve, I think the only solution is to use prepaid card.

But I really do hope that PM will still give the autopay discount to all it's customer that can't get the renewal working because of the credit card problem.

I'm afraid I'll run into this problem in two month if they don't resolve the issue quickly. Let's hope that the next update will resolve the issue.

[Rockdaddy22]

I'm sure they're working hard on it, but it is getting pretty ridiculous.

[CoderAndrew]

Welcome to Public Mobile! Where simple credit card processes are too complicated to fix so we don't bother. Enjoy whatever carrier you get to next!

[makkahn28]

One way or another, the Glitch shall Die, and Public will Rise. Yep, that's my take

[Itsme]

I've had the same problem today.   I've been using Visa/Debit for more than six months. (ive never had a problem)   When i had called to see what the issue could be PM said that it's my account and that i need to fix that with my bank. I assured them that my account was not the problem. However, just incase it was i contacted my bank.  My bank checked eveything out for me and said that everything is fine on their end.  

I have tried again and my payment has not gone through.  I have emailed PM about the issue. 

PM has been an amazing service that i have sworn by for years.   I hope that the issue gets fixed soon. I cant' live without my phone.  

[imm1304]

Hey @LuckyStar, 

Thats a real annoying problem, I feel your pain.  PM is supposed to be working out the kinks in the system but that doesn't help you right now.  Unfortunately, the only way I know to contact support staff is by sending them an email.  

Lets see if the community managers @Christopher_T, @Caroline_B, @Mansi_G, @Moid_I any of them can look into this for you.