Having issues with payment going through

[skewpar]

I've been trying all morning trying to pay for my service. Doesn't seem to be going through I've tried multiple credit cards.

[gpixel]

@skewpar 

just pay in advance and avoid the website as much as possible. issue solved 🤗

[skewpar]

Ended up purchasing a voucher, the self service site is not working at all when I tried to use the voucher. Using *611 worked with the voucher.

They need to fix these issues, it's so messed up right now.

[will13am · Accepted solution]

@skewpar , multiple attempts with the same credit card will cause it to be locked out.  It might be worthwhile to check with the moderator team to see if this is the case.  They can correct the problem.  The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team.  Good luck.

[skewpar]

Thanks will try talking to the moderator team, I have existing payment information on my account just not going through this time.

[gblackma]

@skewpar did you place your phone on lost/ stolen? If you did, remove it first. 

 Then you may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.
or Using 611 to make your payment: ( you need your 4 digit pin to buy an add on)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

If this fails and theres an attached autopay credit card,  you may be blocked for attempts. Contact the moderators and ask them to apply payment for you and to reset your service if necessary. There are 2 ways to contact the Moderator Team:

• Faster response- 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.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

Welcome to the community. 

[computergeek541]

This is often an address verificarion mismatch issue. If your service has been cut off, I suggest purchasing a top up voucher to get your service working again.