I am getting error message that my top up voucher is not valid

[keyshawnMac]

I am trying to top up my phone to using a top up voucher however my voucher is given as already being used despite my never using this voucher

[will13am]

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@keyshawnMac wrote:

My voucher was purchased at Walmart and I do not have a voucher number.  I tried using *611 to top up as well as the self serve portal.  Neither worked for me. 

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Take a look at this knowledge base article.  Vouchers have a number that you enter. 

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/How-to-Activate/ta-p/251824

[popping]

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@keyshawnMac wrote:

My voucher was purchased at Walmart and I do not have a voucher number.  I tried using *611 to top up as well as the self serve portal.  Neither worked for me. 

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If you don't have voucher number, how are you going to prove that you purchased a voucher from Walmart.  

[RobertQc]

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@keyshawnMac wrote:

My voucher was purchased at Walmart and I do not have a voucher number.  I tried using *611 to top up as well as the self serve portal.  Neither worked for me. 

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Send a message to the moderator team to look into it. Click this to send them a message

I know it can be a little frustrating to wait but send a message to the moderator team and include your name, account number and/or phone number, pin number, voucher number, etc and they will get back to you asoon as they can between Monday-Friday 9am-9pm (EDT) and Satuday-Sunday 9AM-7:30PM (EDT)

For more information about contacting a moderator Click Here

[keyshawnMac]

My voucher was purchased at Walmart and I do not have a voucher number.  I tried using *611 to top up as well as the self serve portal.  Neither worked for me. 

[RobertQc]

@keyshawnMacHere is some more info on the difference between the pin and voucher number

"It can be confusing to know which number to use.  I am looking at a payment voucher printout (purchased at Canadian Tire) that lists both a PIN number and a voucher number.  When you add a voucher via *611, it asks you to enter the 12-digit PIN from your payment voucher.  When you add a voucher via self-serve, it asks you to enter the payment voucher number (as seen below).

You need to enter the 12-digit PIN from your payment voucher when asked for payment voucher number (marked by arrow). 

If the powers that be are listening, the next time there is an update to the self-serve portal, changing the above "Payment Voucher Number" to "Payment Voucher PIN" would better represent what needs to be entered."

[RobertQc]

Sorry you are having trouble, depending on where and when you purchased the voucher (such as canadian tire) it usually can take up to 24 hours for it to be active, I have heard of some cases where it takes 48 hours (shoppers drug mart) and this is a long weekend so in store voucher activations may be delayed. Keep trying every few hours at it may just end up working but in the meantime shoot off a message (ASAP because they are backed up, so get in line) to the moderator team to look into it. Click this to send them a message

I know it can be a little frustrating to wait but send a message to the moderator team and include your name, account number and/or phone number and pin number and they will get back to you asoon as they can between Monday-Friday 9am-9pm (EDT) and Satuday-Sunday 9AM-7:30PM (EDT)

For more information about contacting a moderator Click Here