12-04-2021 12:27 PM - edited 01-04-2022 04:56 AM
Hi,
I'm new to this community and no idea how this works seeing as I can't get help from the chat bot and theres no way to reach any customer service any other way except for this. Very frustrating. A contact number would be nice. This may be enough to make me leave Public for good, although I enjoy the low pricing, this hassle is not worth it at all.
Anyways, I just got notified my payment method is declined. I've been with Public for months now and I have Autopay activated from my credit card. There are plenty of available funds, my card is not expired, and it was working fine before now. I have went in manually and tried to complete the payment and it is still declined. Can someone please help me, I'm feeling super frustrated and confused. It should not be this difficult to make a payment. There is no issue in my address associated with my credit card, nothing at all, I just want to figure out what exactly is the issue here.
Thank you for any help you can give me.
Solved! Go to Solution.
12-06-2021 06:05 AM
my service is NOT working, and ive already tried manual pay and it does not work. I have contacted customer service.
12-05-2021 10:06 PM
@dominiquehk wrote:Hi,
I'm new to this community and no idea how this works seeing as I can't get help from the chat bot and theres no way to reach any customer service any other way except for this. Very frustrating. A contact number would be nice. This may be enough to make me leave Public for good, although I enjoy the low pricing, this hassle is not worth it at all.
Anyways, I just got notified my payment method is declined. I've been with Public for months now and I have Autopay activated from my credit card. There are plenty of available funds, my card is not expired, and it was working fine before now. I have went in manually and tried to complete the payment and it is still declined. Can someone please help me, I'm feeling super frustrated and confused. It should not be this difficult to make a payment. There is no issue in my address associated with my credit card, nothing at all, I just want to figure out what exactly is the issue here.
Thank you for any help you can give me.
@dominiquehk - the main question is DO YOU, or DO YOU NOT have your services working?
If you still have services, 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? Manual top up will need to be done and/or select to reactivate your account through Self Serve.
No phone number to call for customer service here, sorry.
To submit an online ticket with Customer Support Agents (CSA), there are two methods to do so, found here: https://www.publicmobile.ca/en/ns/get-help/articles/contact-a-moderator
12-04-2021 01:12 PM
@dominiquehk wrote:So, i went in just to see what was going on, and this message appears at the top of my payment page:
"Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service."
Any idea what to do with this info? I'm not even sure what it means.
your service is not working
if your service working just ignore that messages,
and your credit card is in your account but is it expiry or ! if so you can remove it your credit and enter the new one and make payment manually and see instructions on my OP.
12-04-2021 01:09 PM
@dominiquehk you have no service now, right?
this confirms Autopay failed and you need to pay manually on My Account or use vouchers. wait the full hour before trying to manual pay on My Account
12-04-2021 12:57 PM
So, i went in just to see what was going on, and this message appears at the top of my payment page:
"Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service."
Any idea what to do with this info? I'm not even sure what it means.
12-04-2021 12:49 PM
@dominiquehk you might want to wait a full hour first in case it is a temporary fraud lock.
another way is to buy a voucher from retails and load via *611 to via My Account. Buy the voucher from Shell/7-11/SDM . their voucher work immediately while other might need 24 hours
12-04-2021 12:39 PM
Hi,
Thanks for your response. Unfortunately, that was the first thing i tried doing when i discovered it wasnt working on it own. It still declined my payment. I'm really not sure what's going on. I even tried re-typing in all of my credit card information just in case, and it still declined. I am so confused.
12-04-2021 12:39 PM
go sign in to Self-Serve, to review your account,
1. Click on Payment
2. Make a Payment
3. one Time Payment
4. you will see your Amount Due:$$
5. Payment Type: selected other ( Enter the desired payment amount )
6. how much you see at Amount Due:$ ! you will do manually enter Amount:$$ + $1 extra
what is mean for Rebooting the phone means to turn off your phone and turn it back on again.
and if still not fix it follow this,
what is mean for Rebooting the phone means to turn off your phone about 2 minutes and turn it back on.
or you try can Remove your credit card and Logout and
i suggest you close all Browser and do clear cache and cookies for any Browser,
and try open one Browser incognito mode,
or try it for a different Browser and open incognito mode,
how to open Browser incognito mode visit Here link,
how to clear cache and cookies and History visit Here link,
and use a Browser from your computer,is better
use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.
how to update your Browser visit Here link,
and Restart your computer, is will help a lot,
and if you use a home internet take your power internet off for about
a 1 minute and put it back on,to refreshing your network,
and log in and re entered your credit details,
just make sure your credit card number and your address match the same,
sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.
How To Update or Remove Your Payment Card
To update or remove your credit or Visa debit card details,
1. sign in to Self-Serve. Once signed in,
2. click on the ‘Payment’ tab,
then scroll to the bottom of the page and select ‘Manage my card’.
you will have the option to either select ‘Replace this card’, or ‘Remove this card’.
You will need to review and confirm this change to your account,
and if can't fix it you need To Contact Customer Support Agent by CS_Agent, and Explain your issue to
them can solve your issue, they are nice service Team the will help you 100%.
Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,
Good Luck...
12-04-2021 12:34 PM - edited 12-04-2021 12:39 PM
@dominiquehk Autopay fails occasionally.
You can try to login to My Account, go to payment tab and try to have a manual pay.
Click on the one time payment option and try to pay by amount due to see if it work. if not, try to choose other and manually enter Plan amount +$1.
if payment processed, click on the button Reactivate Current Plan if you see it there, then reboot your device