Having trouble for auto payment

[utsavpatel]

Hello everyone, I am Utsav Patel. I am having trouble with my auto-payment plan. I have enabled my autopay but this time i did not charge with my plan and so My plan is expired. Then i have tried with manual payment mode with my credit card but unable to do payment with my credit card. Suggest me a solution.

[mdesswein]

Make sure your postal code fully entered and not truncated to three digits,  it must be the complete 6 digits within both public mobile and card issuer systems 

[mdesswein]

It is likely because your address in our public mobile system does not match what is specified by your credit or debit card issuer, please pay special attention to the postal code. 

[esjliv]

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@utsavpatel wrote:

Hello everyone, I am Utsav Patel. I am having trouble with my auto-payment plan. I have enabled my autopay but this time i did not charge with my plan and so My plan is expired. Then i have tried with manual payment mode with my credit card but unable to do payment with my credit card. Suggest me a solution.

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@utsavpatel ,

Do you still have services? If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew. So if this is the case, ignore these messages on your SELF SERVE account.

If you have no services, and it is past your renewal, maybe your autopay failed?

Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered) as others have suggested.

[HALIMACS]

@utsavpatel 

I would recommend entirely removing the current card.

Then follow this process to update credit card info to avoid the common errors and glitches that sometimes occur with this fussy process:

1. Clear your browser's cache & cookies
2. Use incognito mode
3. Select "Manage My Card"
4. Select "replace card"
5. Type your address exactly as from your billing statement
6.  Don't use a space in the postal code
7.  Use ALL CAPS if necessary
8.  Type everything, not letting autofill complete any fields

Then try making a manual payment from the self-serve page.

[Anonymous · Accepted solution]

first do a Clear your browser's cache.
or try a different browser

Public Mobile - Account Log In

You need to remove your credit card information, and re-enter your credit card information.. Make sure the billing address exactly matches your credit card billing address.
if you still not working with you

you have to Submit a ticket to a moderator.

Here’s when and how to contact the 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 the @Moderator_Team by clicking here. You’ll need to be logged in to your Community account for the link to work.

• In your message put it, please include.
  
• your account number,
  
• your phone number,
• your account PIN,
• explanation to them nice Team and nice service 

• Good Luck

[hTideGnow]

You can try to add a new card via Payment->Manage My Card and then Replace this credit card

Or if you want to use the same card, use the "Remove this credit card"  and wait an hour before adding it back.

After the card is added to account again (or adding a new card), try a manual payment again.  If it is good, it should have no problem for the next Autopay then

[Dunkman]

@utsavpatel 

You can try dialing 611 on your phone to see whether that would work:

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

The payment system can be finicky at times.  You may need to remove the credit card information, and re-enter the credit card information.  Maybe clear cache or incognito mode on your web browser first.  Make sure the billing address exactly matches your credit card billing address. 

[Camera4617]

I think you have 2 options

1. Use different card if yours for 'whatever' reason doesn't work

2. Buy a voucher and load it into your account. 

Does it give you any message when you do it manually?