Broken Client

[Sondra]

How do I recorrect my account if autopay didn't pull. Service reset did nothing. Ticket submit gave error. And payment is NOT accepted due to broken client.

I have had no service all day. Account is suspended. And I have no form of contact to have this resolved. Your location finder link doesn't even work. I'm so frustrated;  I'm ready to go get a new provider!

edited by computergeek541: removed screenshot of account information

[softech]

@Sondra   Yeah.. happy that you are back on   🙂

[BlueB]

@Sondra 

Glad the manual top-up trick worked!  Public Mobile has a bunch of glitches, and AutoPay is a known one.  If you ever run into issues, @hairbag1 made a good suggestion for using a voucher too.  It doesn't "fix" the problem but can hold you over until you get this resolved.  🙂

[darlicious]

@Sondra 

Adding an extra $1 to your payment or as an additional payment is a known troubleshooting technique that tricks the system and also helps with provisioning issues with your SIM card. Here is some additional info on making payments that may help you if you encounter a problem in the future. You can also find "manage my card" directly on the payment page. It can be located in the middle just below the credit card number box if you want to update, change or use a different card for payment.

Spoiler

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.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

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 customer support.

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.

[Sondra]

Oddly enough the adding a dollar more worked. Even though I have a credit of $2 on a $25 dollar plan. Payed "$24" with tax - $25.15. End credit total $1. Curious if this is a common error in their systems. My autopay had no difficulties the months before hand . . .

100% appreciate the solutions!!!!

[softech · Accepted solution]

@Sondra , so you are able to add the Credit card on the system without issue?  

you tried using "Other" during manual pay?  Try to manually pay by the plan amount +$1 extra.

also, any chance you have another credit card you can try to put on the system instead?

[hairbag1]

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@Sondra wrote:

Did suggested action - still rejected payment; only I was given a message that it was on my bank. Called my bank. They said its NOT on them. Said addresses need to be identical. I made sure addresses are in fact identical. Payment still will not proceed. Even after waiting for their system to get its **** together!

---

You can go to Shell gas station (or many other retail outlets) and get payment vouchers equal to (or greater than) your plan costs...then dial 611 to get your account active again.

Alternative is to use ding.com or recharge.com to make payment but they do charge a small user fee.

[Sondra]

Did suggested action - still rejected payment; only I was given a message that it was on my bank. Called my bank. They said its NOT on them. Said addresses need to be identical. I made sure addresses are in fact identical. Payment still will not proceed. Even after waiting for their system to get its **** together!

[computergeek541]

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@Sondra wrote:

How do I recorrect my account if autopay didn't pull. Service reset did nothing. Ticket submit gave error. And payment is NOT accepted due to broken client.

I have had no service all day. Account is suspended. And I have no form of contact to have this resolved. Your location finder link doesn't even work. I'm so frustrated;  I'm ready to go get a new provider!

---

Seeing the message about how you have enough funds in your account balance leads me to believe that paymen/renewal failed but the site still won't let you pay. For payment type, change the option to Other and you'll be allowed to type in a top up amount.

[Anonymous]

@Sondra 

you can Remove your credit card and Logout and

you can try it for a different Browser and incognito mode,

close all Browser and do clear cache and cookies for any Browser, 

how to clear cache and cookies in microsoft edge browser visit Here link

or you can try it for a different Browser

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.

for microsoft edge how to update your browser visit Here link 

and do Restart your computer, is will help a lot,

and if you use a home internet please do one thing 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 still not fix it please you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Explain your issue to Contact Customer Support Agent by CS_Agent ,
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,

• 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 Service by CS_Agent. Click Here link to get started.

• or you can send a private message to Customer Service by CS_Agent, by Click Here link. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck

[Anonymous]

 @Sondra : What do you mean "broken client". Can you try a different browser or use incognito/private mode? Bring your Available Funds up to at least your plan cost and it should restart.