Payment issues

[JonathanD]

Hello

for some reason I can’t top up my account using my card, I have been able to use it in previous months but it isn’t working anymore. I read that only a mod can help with this issue since public mobile doesn’t have a customer service line.

Help would be much appreciated asap.

[darlicious]

@JonathanD 

If your card has not expired and you wait out one full hour since your last two attempts and you have not tried more than 5 times in the last 24 hours that would cause a fraud lock that has to be removed by customer support then this should work......

1. Clear your browser.
2. Reboot your device.
3. Open one tab only.
4. Use secret/incognito mode.
5. Firefox, chrome, safari or Microsoft edge work best.
6. And/or use a different device.

Otherwise contact customer support.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[esjliv]

@JonathanD  are you renewing tomorrow by any chance?

If your account has expired messages today, it may just be going through it's normal renewal process.

If you have service working, and you are on autopay, ignore those self serve messages.

If you lost services, OR just simply trying to top up your account and troubleshooting is not working then yes, only Customer Support (CSA) can assist at this point.

Methods to contact them here: https://www.publicmobile.ca/en/bc/get-help/articles/contact-an-agent

[BKNS27]

@JonathanD 

It seems like this is an issue with some browsers but it seems OK with Microsoft Edge.

You can use your existing browser but conduct a CCI (clear cache, cookie and go incognito).

Give that a try.

[VIP_Tech]

Hi @JonathanD 

try close all Browser and clear cache and cookies,
and try open one Browser inPrivate mode,

re-enter,for one time if not go through get in touch with  Customer Support Agent (publicmobile.ca)

to remove fraud lock,

CSA Hours Of Operation (publicmobile.ca)

Verify your identity (publicmobile.ca)