Payment has not been taken out and no phone connection - how to fix

[lilianpaul6388]

Hi Team, 

I have 2 phone numbers and changed my credit card information but only 1 of the phone number was charged but not the other number. How to fix this problem?

Thank you,

Lilian 

[hTideGnow]

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@lilianpaul6388 wrote:

How do I do manual payment, I tried to login to the other account but unable to do so.

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HI @lilianpaul6388  try to get the login back first so you have better idea what is the account status

At : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. type: "Forgot log in information"
2. Then Click "Contact Us"
3. Finally Click "Click here to submit a ticket"
   
   you will then direct to another page to open ticket.

Once ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):

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

[dust2dust]

Many stores sell vouchers. A few will do instant top-up. Or the couple online voucher sellers.

[computergeek541]

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@lilianpaul6388 wrote:

How do I do manual payment, I tried to login to the other account but unable to do so. There is no physical store that can help and also no customer service. 

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For now, you could buy from a website such as recharge.com.  The voucher amount can be added to your account by using 611.

[lilianpaul6388]

How do I do manual payment, I tried to login to the other account but unable to do so. There is no physical store that can help and also no customer service. 

[JL9]

You would have to go into both account and make all the changes/updates of the card. If you have an issue with your second card you may have to do a manual payment for this renewal but usually that gets it back on track for autopay going forward.

[hTideGnow]

HI @lilianpaul6388   are the 2 accounts renew on the same day , same amount and using same credit card?  It is possible that credit card declined the charge.  Some cc systems see 2 transactions around the same time , same amount, it might see it as a possible duplicates and might decline it.  Yes, it worked before, but those CC fraud logic is hard to understand.   They always declined the correct charge and let the read fraud one goes through. LoL

[dust2dust · Accepted solution]

Each account is independent. Changing things on one account has no effect on the other.

[softech]

@lilianpaul6388   It could be just an Autopay failure.

Login to My Account and make a manual payment.  

At Payment tab, click One time payment

Then use the option Other (Enter the desired payment amount) and enter the plan amount

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

once payment made successfully, click the button Reactivate current plan if it is there,  then logoff from My Account and reboot the phone and it should be good