Payment Voucher won't work on phone.

[Concerned73]

My father in law does not have access to the internet.  He has a simple phone plan and has been using payment vouchers from local gas station.  He bought one at Esso and when he tried through 611, it had asked to go online.  I just created this profile just to help him out as he is a senior with no internet access. I see there is no phone number so how does he get help with this error.

[RavingRaven]

@Concerned73 

It sounds as though the 611/IVR system is having an issue processing a voucher payment. There is scheduled maintenance to occur overnight on March 4th/5th that may resolve this issue.

For reference you are only allowed two attempts at payment before waiting one hour to try again. Agents can confirm the validity of vouchers and add them to accounts

What was the exact error message from 611? Vouchers from Esso are immediately valid upon purchase. For further info on vouchers and alternative methods of payment see below.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/m-p/9...

*Muskbird.com also offers instant top ups (Public Mobile RTR). E-transfers have a $0.03 fee. Paypal and credit cards incur a 7.5% surcharge.

[Concerned73]

I tried myself several times.  I opened up a ticket and will see how it goes.  Yes I can see this service is not designed for seniors and requires assistance from family.  Something difficult to support who don't even have a live operator online.  Thanks..

[Chalupa_Batman]

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@Concerned73 wrote:

Thanks for the responses.

1.  He has a basic flip phone. Can't install apps.  Does not like smart phones.

2. Bought Voucher at Esso.  Public Mobile DDP PIN Purchase.

3. Always goes into 611 and enters the 12 digit pin.  Bought it on March 1.  Says it can't process the payment and ask to go online.

Here is my problem.  He doesn't have an id.  Asking me to create a profile for him violates his security and independence.  Is this the solution now.  He can't speak to someone on the phone.  There is no private person from the company that can call him.  Not even a chat person online.  How do we help senios in this situaion.  So he go to a company that still offers phone support or live chat for those who wish to assist.

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I fully understand where you're coming from. This services isn't for everyone. However, there could be something wrong with the voucher itself. Did you try entering it to his flip phone yourself? 

[hTideGnow]

HI @Concerned73 

app or not wont' help the voucher, so you can skip that

if you can login My Account for your father on a browser (using email to receive 2FA), you can try and load the voucher

if you can wait the 24 hours , wait first as I said vouchers from some stores need 24 hours 

but you can also submit a ticket with PM agent and ask them to check

[Concerned73]

Thanks for the responses.

1.  He has a basic flip phone. Can't install apps.  Does not like smart phones.

2. Bought Voucher at Esso.  Public Mobile DDP PIN Purchase.

3. Always goes into 611 and enters the 12 digit pin.  Bought it on March 1.  Says it can't process the payment and ask to go online.

Here is my problem.  He doesn't have an id.  Asking me to create a profile for him violates his security and independence.  Is this the solution now.  He can't speak to someone on the phone.  There is no private person from the company that can call him.  Not even a chat person online.  How do we help senios in this situaion.  So he go to a company that still offers phone support or live chat for those who wish to assist.

[Chalupa_Batman]

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@Yummy wrote:

Can you attach a picture of voucher so customers who use them might be able to provide better advice.

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I would not suggest posting a picture here of the voucher. Anyone can steal the number and use it on their account. This is a public forum and not private. 

[Yummy]

Many things can go wrong...

- Did you buy correct voucher? PM or Telus or Koodo?
- Did he enter correct voucher number? It could be few different numbers there...
- Did he always purchase voucher at that location or it was was his first time?

Can you attach a picture of voucher so customers who use them might be able to provide better advice.

If nothing works contact agent for assistance.

[hTideGnow]

HI @Concerned73 

some vouchers need to wait 24 hours before it can be used.  So, where you got the voucher from?  if not 24 hours, yet, please wait if possible

or Support agent can help to check :

  please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437        

[Chalupa_Batman]

There shouldn't be any issues using 611 to upload a voucher. 

To submit a ticket, start with the chatbot at the bottom right corner.

Or the following link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

You mentioned he had a basic phone? I assume you can't put the Public Mobile app on it? Can you try to create an online profile for him and upload the voucher for him?

How to use a Voucher on Public Mobile Website

Log into your account. On the left side you will see Payments. Click on Payments.

The next page you'll see on the right side, Redeem Payment Voucher.

Then enter the payment voucher code, click add, then click on redeem payment voucher.

Congrats, it’s done.

Created by Chalupa Batman