Payment not processing

[Iryna1234]

Yesterday, my phone plan was going to renew, but it didn't take the payment. I tried different credit cards, but it seems the payment processing system is down. Can anyone get this fixed? I don't have service until I can pay.

Thanks!!

[Iryna1234]

Thanks for the suggestion! I already added money via rewards, but when payment comes up next time, I will try the app if the card isn't accepted again. Thanks!

[Iryna1234]

It doesn't seem to be the address that's the issue, but thanks for the suggestion! For now, I've used points to get money on the account, but I may need to address this next time I need to pay. I can't troubleshoot until then.

[slusagm]

it is an common system issue. You can choose to wait 24 hours first and try again using browser with Incognito mode, or you can buy a voucher and pay if you need to resume service now. You can buy the voucher from any Shoppers Drug Mart store, or any Loblaw's brand supermarket. Then load the voucher using My Account, PM app or by calling *611

[BKNS27]

@Iryna1234 

Is address on your CC match with what is in your account? You will need to update your CC in your account or app.

Go to Payment-Update Card Information.

If you are having issue login. Contact a CS_Agent for assistance.

https://expert-messaging.publicmobile.ca/guest/pre-chat 

In the meantime, you can purchase vouchers and dial 611 and enter the voucher number and PIN to restore service. Vouchers can be purchased from these locations:

https://www.publicmobile.ca/en/payment-voucher 

[softech · Accepted solution]

@Iryna1234 

did you try to login to My Account using browser with incognito mode and click the button Pay and Resume service now?  Did you also try using PM app? did it give you a payment error?

If you don't see the button to resume service, you can also use this link after you logged in on a browser, and load enough funds to resume:
https://myaccount.publicmobile.ca/en/account/payment/funds/card
When loading funds for renewal, remember to add E911 fess if you are in the following provinces: AB, NB, NF, NS, NWT, NU, PEI, QC, SK

If you know your 4 digits account pin, you can try dialing *611 from your phone and make a payment with amount due there to reactivate your service. 

If you still unable to pay, another quick way is to get a voucher from SDM/Rexall/Loblaws/CanTire and then use *611 to load the voucher (no account pin required). 
Or you can also buy a voucher online with a fees via muskbird.com/ding.com/recharge.com and then load the voucher using *611.