Cannot pay my bills

[farhanrafid]

Hey! I started the service last month and today I am due for the bill. I tried to input my debit card information and when I try to pay off the balance, I get an error message that the system cannot register my card information. I am definitely contacting my bank about it but in the mean time I just want to make sure that there is no problem with the public mobile website itself for the fact that it cannot register my card information. Really looking forward for a reply.

Thank You

[softech]

@Kaylaulrich1  you can also do instant top-up via retails:

Instant Top-Up

Instant top-ups are the best way to pay in retail with the flexibility to top-up what you want between $10 to $100 and the simplicity of having it added right to your account without needing a PIN. Simply tell the cashier how much you want topped up and provide them with your phone number. Instant top-ups are currently available at most Canadian Tire Gas, Esso, Gateway Newstands, and MacEwen locations.

[dabr]

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@Kaylaulrich1 wrote:

I been adding my visa debit card . Just any debit card doesn’t work . I’ve tried it over and over and hasn’t had any luck at all . And called my bank nothing at all is wrong on there end . At this point I’m not sure what else to try ? I’ve read all you had down but I’ve also never filled in my bank info in all caps before . Any luck ?

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@Kaylaulrich1  You just need the CC/Debit Visa name/address to match your card's billing statement and enter it exactly the same.  Personally, I've never had to enter this information in all caps but some customers have reported it works for them. 

You could also just go to a retailer like Walmart, London Drugs, Superstore or gas/convenience store and purchase a PM voucher and use the 611 system on your phone to load the funds until you're able to sort out the issue with your Debit Visa.

[softech]

@Kaylaulrich1 

First thing first, make sure No more more than 4 unsuccessful tries with the same card within 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Also, try to use All CAP for the address.  For postal code , try without space.

if you have suite number, add it to the address instead (don't use the Suite/Apt # field)

Example: 101-1234 ABCD AVE E , City , PROV , CANADA , X0X0X0

let us know how it goes.  If you have tried 4 times on the same card, wait 24 hours. 

[Anonymous]

@Kaylaulrich1 

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@Anonymous wrote:

you don't need to contacting your bank about it,

i suggest you can try it for a different Browser
and clear cache and cookies for any Browser,

and use a Browser from your computer,
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

and Restart your computer, is will help.

and if you use a home internet please do one thing take it your power internet for about a minute and put it back, Restart your device is will help,

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

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

Update Or Remove Your Payment Card

To update or remove your credit or Visa debit card details, sign in to  Self-Serve.  Once signed in, click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here, you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..Remember, we accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S. If you are using a payment card, leave the apartment/suite number in the payment information section blank.

Setting up AutoPay means that you earn $2 every 30 days!

and if still not can't fix it please you have to Submit a ticket to customer service by Moderator Team,

Only one way to solve your issue , explanation to customer service by Moderator Team

and the are nice service Team the will help you 100%.

Here’s how to contact customer service by Moderator Team,

• 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 the Moderator Team. Click HERE to get started.
• or you can send a private message to Moderator Team  by Click HERE. 
• 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,
• explanation to them nice Team and nice service.

      Good Luck

---

[LurganIeUk]

Did you enter all numbers...no spaces?

[Kaylaulrich1]

I been adding my visa debit card . Just any debit card doesn’t work . I’ve tried it over and over and hasn’t had any luck at all . And called my bank nothing at all is wrong on there end . At this point I’m not sure what else to try ? I’ve read all you had down but I’ve also never filled in my bank info in all caps before . Any luck ?

[darlicious]

@Kaylaulrich1 

Are you trying to add a visa/debit card? Or a debit card? It has to be a visa/debit card. Read my above post carefully to see where you are making a mistake. Have you tried ALL CAPS? Did you attempt to add more than two times without waiting an hour. If you can't identify the issue then contact the moderators to add it for you.

Edit: Double check with canada post that you are using your official address. I often write my address as "100 east 1st ave" but officially its "100 1ST AVE E" its the smallest of details that can cause the biggest problem.

[Kaylaulrich1]

I am too having this exact issue I’ve called my bank and they said nothing at all was wrong with my banking account . So now I’m now seeing that others too are having issues and they have had issued July 10th -11th for website maintenance. Idk I’m a student needing data and I was unable to pay for more data and attendance means so much to me . Unfortunately I can’t attend class for this reason 

[darlicious]

@farhanrafid 

Are using just a debit card? Pm accepts visa/debit cards and some but not call mc/debit cards along with visa, m/c and amex cards and some visa and m/c gift cards.

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 the moderators.

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.

[Triguy]

Try clearing your cache and cookies then reboot.

[LurganIeUk · Accepted solution]

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@farhanrafid wrote:

Hey! I started the service last month and today I am due for the bill. I tried to input my debit card information and when I try to pay off the balance, I get an error message that the system cannot register my card information. I am definitely contacting my bank about it but in the mean time I just want to make sure that there is no problem with the public mobile website itself for the fact that it cannot register my card information. Really looking forward for a reply.

Thank You

---

Don't get blown away from the bold response. What kind of Debit Card are you trying to use?

Acceptable payments. You cannot use "any" debit card. 

[Anonymous]

you don't need to contacting your bank about it,

i suggest you can try it for a different Browser
and clear cache and cookies for any Browser,

and use a Browser from your computer,
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

and Restart your computer, is will help.

and if you use a home internet please do one thing take it your power internet for about a minute and put it back, Restart your device is will help,

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

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

Update Or Remove Your Payment Card

To update or remove your credit or Visa debit card details, sign in to  Self-Serve.  Once signed in, click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here, you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..Remember, we accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S. If you are using a payment card, leave the apartment/suite number in the payment information section blank.

Setting up AutoPay means that you earn $2 every 30 days!

and if still not can't fix it please you have to Submit a ticket to customer service by Moderator Team,

Only one way to solve your issue , explanation to customer service by Moderator Team

and the are nice service Team the will help you 100%.

Here’s how to contact customer service by Moderator Team,

• 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 the Moderator Team. Click HERE to get started.
• or you can send a private message to Moderator Team  by Click HERE. 
• 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,
• explanation to them nice Team and nice service.

      Good Luck