Help - Payment - thought I bought a voucher from PM - but just added money to account

[sueb2]

Help - Payment was 2:00 A.M. not enough funds in reloadable credit card. Forgot to top it up.

Called this morning, PM gave option to pay by credit card or voucher.

It didn’t allow payment by credit card. So I paid (I thought) for credit card voucher.

Actually it just added the money to the account. 

I don’t have much wiggle room.

Help! Not sure what to do now.

[sueb2]

Totally embarrassing. Just seeing that per my credit card - online shows the payment did not go through it was declined. I’ll need to purchase a voucher.

[sueb2]

I will do that … I’ll add the additional money right now. And it is my renewal day but I’m not able to make or receive phone calls (except via WhatsApp but my work contacts aren’t on WhatsApp) . I appreciate you Handy!

[Handy1]

@sueb2  So that could be issue if they account is suspended you need then full amount of the plan to resume service . You must have rewards that bring it down to $27 and change . But since auto pay failed you need to make full payment and you will get the rewards  back after . But maybe just wait and see if support can fix for you . Also is today your renewal day ?? Sometimes you will get suspend message and services still work on renewal day if that the case you can ignore it . And the system just hasn’t fully updated yet .

[sueb2]

So, *611 said the amount they were trying to take out was $27 and change. So I added enough to bring my available funds to $33 Normally the plan is approx $44.07 ($39 + tax ). I added The balance now is $33.  I can add more if for some technical reason it needs to read $45. But I need to be able to add it in correctly.

[Handy1]

@sueb2  They will be able to help , also your available funds is enough for the full plan amount correct ? But support will be able to apply it for you if so .seems be a issues with updating credit card and payments in general lately 

[sueb2]

Handy, on the overview, there is no option that says “pay now” or even just “pay”. When I phone *611 it says I am suspended. I will use the link you sent. Thanks so much. 

[hTideGnow]

HI

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@sueb2 wrote:

Need more help Handy I’m - Looking for the “Pay Now” option you mentioned. Can’t find it  

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HI @sueb2 

so, you still don't have service?

can you reboot the phone and check?

also, using a browser to login and check once again, and use Incognito/private/secret mode on your browser

If it still suspended, show us screenshot to  what you see 

[Handy1]

@sueb2  Should be there in the overview page . Soon as you log in . Do you still have phone service ?? It will show if your account is suspended . Won’t show if active and in that case you  don’t need to anything the money will just sit unavailable funds until renewal day 

[sueb2]

Need more help Handy I’m - Looking for the “Pay Now” option you mentioned. Can’t find it  

[sueb2]

Yes it is! Thanks so much Handy!!!

[Handy1]

@sueb2  So the money sitting in available funds in your account ?? If so hit the pay   now and resume button . And reboot the phone . If still same submit ticket with support to investigate 

send  a  private message   To CS_Agents

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                          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437