Payment issues

[Wopgang22]

It won’t accept my payment with anything voucher or credit debit

[gblackma]

@Wopgang22 as long as its MasterCard or Visa debit or a Visa, MasterCard or American express credit card from a Canadian or American bank. It should work. Clear your browser history, go to private/ incognito mode and try again to enter your debit/ credit card. When entering your debit/ credit card information:
1. Enter the credit card address exactly as it appears on your statement ( capitalize all if necessary ).
2. Leave the apartment field blank, if applicable enter your apt in the street address field ie xxx - street address.
3. Enter your postal code without spaces ( if there is a space on the credit card statement then enter the first 5 digits only with the space).

If this fails, your card may be locked from too many attempts.  Contact the moderators and ask them to add it for you. There are 2 ways to contact the Moderator Team:

• Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

[esjliv]

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@Wopgang22 wrote:

It says active but it won’t allow me to use payment vouchers or credit debit 

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What is your error message?

You can try making a payment with credit card registered on your My Account by dialing 611. See here:

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

[Wopgang22]

It says active but it won’t allow me to use payment vouchers or credit debit 

[esjliv]

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@Wopgang22 wrote:

It won’t accept my payment with anything voucher or credit debit

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Hello @Wopgang22 ,

Have you been disconnected for more than 90 days...? If so, you lost your number and Public Mobile account.

Reactivate A Suspended Plan

All you need to do is top-up your balance to keep the current plan going. You have up to 90 days to make a payment and, after doing so, your payment cycle will restart and your service will resume. After 90 days of non-payment, your account will be permanently deactivated, which means you will:

1-Lose access to your phone number, and won’t be able to transfer it to a new provider in the future.

2-Need a new Public Mobile SIM card if you decide to activate a new Public Mobile account.

Reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.
or Using 611 to make your payment: ( you need your 4 digit pin to buy an add on)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

If you have been active (made a payment within 90 days), then can you sign into our Self Serve My Account...what does your status say: Active, Suspended....?

[gblackma]

@Wopgang22  some vouchers take up to 24 hours to Activate. Take a snapshot of the voucher, and contact the moderators and ask them to add it. And to add your autopay credit card and to reactivate your service for you if necessary. There are 2 ways to contact the Moderator Team:

• Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.