Community

nemontreal · 49m ago

I need assitance to change my subscription. When I try on my acounty I am receiving this message "Sorry, we're not able to process your payment at this time. Please try again later."

hTideGnow · 12m ago

hi @nemontreal

of course you can try buying addon, but if you cannot use the card to change plan due to payment issue, you won't be able to buy add-on as well , as it is a payment issue.

i think if you need to change plan (or maybe really buying addon), the workaround is to pay by voucher Buy a voucher from Shoppers drug mart or Loblaws or No Frills and then load the voucher using *611 or My Account. This is the full list of retails that you can buy vouchers. Vouchers in some stores need to wait 24 hours, but vouchers from Shoppers and Loblaws can be redeemed immediately:
https://www.publicmobile.ca/en/payment-voucher

you can also buy vouchers online , with an extra fees, buy from muskbird.com, or recharge.com or ding.com

Chalupa_Batman · 17m ago

How about this @nemontreal ... IF she's in the US right now, you don't need to change plans. You/she just needs to purchase an addon for the US. If she's currently in the US, she can connect her phone to WiFi, open the app on her phone and make the purchase. It will be charged to the credit card on file. Super easy to do.

hTideGnow · 18m ago

hi @nemontreal

if you call l 1-855-4PUBLIC / 1-855-478-2542, it will tell you how many more days you left in this cycle

but if you want proper PM agent's help, submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

nemontreal · 20m ago

Thank you everyone for your replies. I didn't know that this is a peer support platform between Public Mobile customers. I called this number first - Public Mobile phone (or call 1-855-4PUBLIC / 1-855-478-2542- and was directed to the Community home, here..

Chalupa_Batman · 22m ago

@nemontreal wrote:
Yes, I am using Change Now option. Let me know if you can help with my previous question: how many unused days are remaining on my current plan current cycle?

Once again @nemontreal we are just customers, not public mobile employees. We do not have access to your daughters account. And you never answered my questions. Please do so we can help you and your daughter.

hTideGnow · 22m ago

hi @nemontreal

we are just customers here, we don't know

But you can easily find it out yourself. After you logged in, the overview page will show you the start and the end date of the cycle. or post us screenshot and we can help

nemontreal · 27m ago

Yes, I am using Change Now option. Let me know if you can help with my previous question: how many unused days are remaining on my current plan current cycle?

Chalupa_Batman · 28m ago

@nemontreal wrote:
Pls let me know if you know how many unused days are remaining on my current plan current cycle, or where I can find this information?
It is my daughter's phone and she need to call tomorrow in US, to contact her university. Do you think the glitch can be resolved until tomorrow?

@nemontreal please note that we are all customers like you. There is nobody here from Public Mobile.

I just want to confirm. Your daughter is currently IN the US when her Public Mobile phone or she's here in Canada and needs to call the US?

Chalupa_Batman · 30m ago

@nemontreal wrote:
I need assitance to change my subscription. When I try on my acounty I am receiving this message "Sorry, we're not able to process your payment at this time. Please try again later."

Hello @nemontreal

There could be two reasons for this. 1. The Public Mobile automated fraud system placed a temporary 1 hour lock on your account due to repeated failed attempts at payment. This means you just have to wait a few minutes past an hour to try again. OR.... 2. it may be a cookie issues. Like Public Mobile's known site cache issues, it may be reading a bad cookie. This is what I would do.. two birds, one stone sort of speak. Go into your browser settings, clear your cache and cookies and history. Close the browser, wait one hour and say.. five minutes and try again. If the browsers autofill option comes up, ignore it and keep entering the information in manually.

If this still doesn't work and you need support the fix it, then their contact info is below. However, another semi quick fix is to purchase a Voucher from a place like Shoppers Drug Mart. Dial 611 from your phone and enter it into the system and deposit the funds on your account to cover the cost of the new plan. This will give you time to resolve the other matter. Hope this helps.

nemontreal · 34m ago

Pls let me know if you know how many unused days are remaining on my current plan current cycle, or where I can find this information?

It is my daughter's phone and she need to call tomorrow in US, to contact her university. Do you think the glitch can be resolved until tomorrow?

hTideGnow · 45m ago

hi @nemontreal

are you using Change Now option? do you really want to do that? Change now will start the new plan now and the unused days on your current plan current cycle will be wasted. Why not use Change on Renewal option to schedule the plan change on your next renewal?

but if you really want Change Now , you might need to wait 24 hours and try again. The payment issue is a know glitch. So, wait a day and try again. And try using browser with private/incognito/secret mode

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