Cannot Make Payment

[HarryMuscle]

I have two accounts with Public Mobile and have the same credit card registered for Auto Pay for both accounts.  One account is working fine but the second account refuses to accept payment from the credit card.  I tried another credit card and payment is also being refused.  How do I go about getting this fixed?

Thanks.

[Anonymous]

@CJWORKSTOOMUCH 

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 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

Follow these steps:

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 need To Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by 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 Click Here link,

• please include in your message,
  
• phone number,
• 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
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..

[CJWORKSTOOMUCH]

Hi yes I cannot make a payment and I need help 

[Dunkman]

@sethehman

Public mobile website is finicky.  You could try a different web browser, clearing cache or going into privacy/incognito mode.  Chrome incognito has worked well for myself.  

If you need to pay asap, you could buy a payment voucher either in store or online (via recharge.com) and pay immediately with voucher.  Wait for moderators to fix your credit card issues.

[sethehman]

this is happening to me right now!! so frustrated, waiting to hear back from someone. tried two different visa cards and both give same response unable to process payment.

[Mary_M]

thanks for your reply @jeffanyyam, we totally understand your frustration  - please allow me some time to look into it and we'll get back to you soon.

Regards,

Mary

[jeffanyyam]

Right. But #1 I only tried my credit card ONCE. AND I tried ANOTHER credit card and it gave me the same message. ALSO your colleague stated .. his words: I'll keep an eye on your account and it's not unblocked soon, I'll just put a temporary plan for free."

And none of that has been done. I can't make calls or texts on my phone. This was not resolved. I am NOT happy. @Mary_M

[Mary_M]

thanks for your reply @jeffanyyam

Your CC was blocked therefor my colleague had to submit a request to have this reversed. We'll be getting back to you asap.

Mary

[jeffanyyam]

Thanks Mary_M but this is getting ridiculous. It's taking forever.... I need to get my day started. I have clients I need to contact for goodness sakes. THIS IS NOT FAST ENOUGH. IT"S BEEN SINCE THURSDAY FEB 8!!!!!!!!!!!!!!!!!!!!!!!!!!! 

[jeffanyyam]

Thank you Will13am for that suggestion. You're the only one that have even attempted to try that. But nope, same warning that the credit card was unable to process. Apparently the MOD knows that I have messages them but minutes are becoming hours now and it's taking quite a while. I need to start my day!!!! I can't keep hoping they will fix this. Ughh I'm just so frustrated.

[Mary_M]

Good morning @jeffanyyam,

thank you for reaching out to us !

I can confirm that we have received your private message and someone will get back to you shortly - keep an eye on your messages. 

Cheers,

Mary

[will13am]

Folks, the problem could be linked to SSL issues.  The self serve portal has issues with certificates and mixed content.  Try using incognito mode.  Try also Seamoney browser, it is a variant of mozilla.  I found that Seamonkey is very tolerant to SSL issues.

[jeffanyyam]

This is happening to me too .I put my credit card information in and it says unable to process payment .I've contacted the MOD and they still didn't fix it. my credit card has enough credit limit and I've been using it everywhre else . It's past my due date I've lost service to my phone. AGAIN. The one MOD said he would put a temporary plan to make sure I didn't lose service but no... I LOST IT. I pay for service 3 months in and this is the third time I've paid ... And each time I've had issues and my service was stopped .Im so annoyed. public mobile you're so unreliable ... I have to switch. You guys are not worth the hassle of interrupting my life .I need my phone for work. You guys cost me more money than all the other phone companies . so freaking pissed .

[NDesai]

@HarryMuscle & @DuDEwithPublic Both of you need to send a private message to the Moderator_Team with your account info. They will take a look at your account tomorrow morning and see what's wrong.

More info on contacting mods:

Spoiler

How can I view my private messages between myself and a Community Moderator?

• Follow the directions in this post: http://productioncommunity.publicmobile.ca/t5/Getting-Started/Private-Messages-viewing-and-creating/...

If I do need Moderator assistance, what information should I provide?

• Once the Community Moderator has responded to your private message, they will provide you with a secure link so they can authenticate your account information

• In order to validate your account information, you will be asked for 1) Your account number and 2) Your PIN number

What are the Contact Support’s hours of operation?
Monday - Friday 9AM (EDT) - 9PM (EDT) Saturday - Sunday 9AM (EDT) - 7:00PM (EDT)

[DuDEwithPublic]

Have this same problem.

Card tied to account with autopay but it is saying funds declined. Loaded total sums but supposed to pay less with autopay.

Can this issue be fixed? I would like just the amount for auto pay taken with the remainder refunded. Thanks