Can make a payment

[huybanh]

I tried with 2 credit cards and it keeps saying error below:

Unable to process this transaction.
Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged.

What can I do?

[dabr]

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@huybanh wrote:

Thank all. But none of the solutions with credit card payment work. There is something wrong with Public Mobile payment system, and I have to pay $5 to ding.com to fix it, really hate this. (can't even contact CS for help)

---

@huybanh   Were you not able to go to a gas/convenience or even retailers like Canadian Tire, London Drugs or Superstore to purchase a voucher without extra fees?

However, I had no idea that online purchase of vouchers from ding.com or recharge.com carried a hefty fee of $5 (if that's what you're saying?).  If you don't mind sharing, what was the value of your voucher?

[hairbag1]

@huybanh...you can get around the Simple Simon chatbot by clicking here...https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

This will open to where you can send a message direct to CSA's. Watch the little envelope icon on top right side of page will be highlighted when they respond to you.

[t_p]

@huybanh 

Via chatbot:

Type "credit card human" > Click "contact us" > Choose "Payment or promo" > Click here to submit a ticket↗

Via private messaging: Just describe your issue to CSA

[softech]

@huybanh   you still need to open ticket to get it fixed for next month.

Do this with chatbot and it will get there in no time:

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there

[huybanh]

The chatbot just kept asking, not gave me an option to open ticket. Thanks for your help.

[Anonymous]

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@huybanh wrote:

Thank all. But none of the solutions with credit card payment work. There is something wrong with Public Mobile payment system, and I have to pay $5 to ding.com to fix it, really hate this. (can't even contact CS for help)

---

@huybanh 

you can send a private message to Customer Support Agent by CS_Agent,by Click Here link,

[t_p]

---

@huybanh wrote:

Thank all. But none of the solutions with credit card payment work. There is something wrong with Public Mobile payment system, and I have to pay $5 to ding.com to fix it, really hate this. (can't even contact CS for help)

---

@huybanh 

Did you contact CS via the links I posted?

If you're looking for a phone number to call, there's no such thing at PM!

[softech]

---

@huybanh wrote:

Thank all. But none of the solutions with credit card payment work. There is something wrong with Public Mobile payment system, and I have to pay $5 to ding.com to fix it, really hate this. (can't even contact CS for help)

---

@huybanh 

Why can't you contact CS for help?  did you open the ticket?  Or you have trouble using Chatbot to open ticket?

[huybanh]

Thank all. But none of the solutions with credit card payment work. There is something wrong with Public Mobile payment system, and I have to pay $5 to ding.com to fix it, really hate this. (can't even contact CS for help)

[t_p]

---

@huybanh wrote:

I tried with 2 credit cards and it keeps saying error below:

Unable to process this transaction.
Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged.

What can I do?

---

@huybanh 

If after all the efforts and retries, you still can't make it work, open a ticket with CS:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

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

[Anonymous]

@huybanh 

you can Remove your credit card and Logout and

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

and 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_Agent, and 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.

• or you can send a private message to Customer Support Agent 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 
• 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...

[dabr]

---

@huybanh wrote:

I tried with 2 credit cards and it keeps saying error below:

Unable to process this transaction.
Sorry, we are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged.

What can I do?

---

@huybanh   Make sure to clear browser cache/cookies and use incognito mode before another attempt.  You may want to wait another hour in case you've been locked out for now.   When registering a CC make sure your name/address match CC statement and no spaces for the postal code.

[darlicious]

@huybanh 

Wait one hour and follow the instructions below....

Spoiler

I just click on one time payment and in the middle of the page you can click on manage my card. Then I follow this procedure....

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.

[softech]

@huybanh  you haven't try more than 3 times yet on either card?

I would probably wait an hour and try again.

When you try again, make aware of:

1.  Clear the browser cache and then close all tabs.
2. Launch your browser again, you might want to Use secret/private/incognito mode.
3.  At Self-Serve, Payment Tab-> "Manage my Card" (Under the One Time Payment option) -> "Replace my card"
4.  When filling in the information
   a. Avoid autofill
   b. If address/name your credit card statement is in ALL CAPS, follow it with All CAP.
   c. Do not use the Apt/Unit box. Leave it blank.
   If you have a suite #, add it to your street address instead.
   When you fill out the street address, following Canada Post address if there is a discrepancy.
   You might use the billing address on your second attempt if necessary.
   Example: 101-1234 ABCD AVE E , City , PROV , CANADA , X0X0X0
   d. Do not use a space in the postal code.
   If it fails the first time, you might want to try X0X 0X (drop the last digit due to space)
   e. Make sure you use the full name on the card.
5.  Submit the credit card/address without a payment attached to have it register.

[hairbag1 · Accepted solution]

@huybanh..get payment vouchers at Shell gas station and then dial 611 to add to your acct. Then deal with cc issue later.

edit; alternative is to use ding.com or recharge.com