Help Please

[Ansarrr]

Hi I have a pre-paid plan that cost $15. I have $17 in available funds but it's not letting me use them, it only wants to use my credit card. My credit card on file is expired and it won't let me update it with the new credit card number. I have no way of paying and my phone now cannot text or make calls. I don't know what to do

[Ansarrr]

Hey, I tried *611 and it didn't work. I submitted a ticket and hopefully someone can fix it. Not having service is really inconvenient. It's weird because I've been using it for years and never had any issues

[NDesai]

@Ansarrr Are you sure you have available balance? If your plan is about to renew, it might be showing the pending charges and rewards might have been used. To add the new payment method, try using incognito/private browsing mode. Mae sure your address match the exact same a your billing address. 

[Ansarrr]

Hey, I am on the old reward system. It usually uses the available funds first, but for some reason it's not working, it goes straight to credit card payment and when I try to input my new credit card number it says "we were unable to process your request at this time". I've been trying throughout the day. The card works for other online payments so it's definitely a Public Mobile issue

[NDesai]

@Ansarrr Are you on the new points system or old reward system? Available funds are always used first before defaulting to the added payment method. If you are on the points system, you must redeem them. 

https://www.publicmobile.ca/en/bc/get-help/articles/redeeming-public-points

[hTideGnow · Accepted solution]

hi @Ansarrr  it should be able to use it

did you try renewing using *611? But you need to use the 4 digits PIN, or you need to login My Account to update the PIN

if same, please submit a ticket with CS Agent here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437