Payment

[Rifaatj]

Payment not going through

[JL9]

Please fill us on, how do you usually pay? Autopay? Is cc expired? There are several potential solutions depending on your situation 

[esjliv]

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@Rifaatj wrote:

Payment not going through

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@Rifaatj  - some more information would be helpful..

• What does your account status say?
• Are your services working?

Too many failed attempts will temporary lock your card with Public Mobile. So wait 1+ hours to try again. When you do, clear your browser's cache/cookies, or try a different browser. Even try opening a tab in incognito mode to see if that helps.

If you still have services, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So, if this is the case, ignore these messages on your SELF SERVE account.

If you have no services, and it is past your renewal, maybe your autopay failed?

Add Funds, manually, to your owing amount or more, through SELF SERVE (or by calling 611 if you have a card registered), then select to reactivate/resume services if it does not automatically do so.

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment. 

Or try

1. Go to “Plan and Add-Ons” TAB
2. Select "Lost/Stolen Phone" TAB
3. Select "Suspend Service" BUTTON
4. Then, Select Resume/Reactivate Service
5. Log off your account. Log back in. Reboot your phone.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

Methods to contact the Customer Support Agents (CSA): https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[darlicious]

@Rifaatj 

Is your account going thru renewal? You cannot make a payment during renewal you have to wait until plan amounts are debited or auto pay charges the card on file. Once that occurs (usually 2am eastern but it often runs late)!you can manually top up your account.

To contact customer support : Submit a support ticket via SIMon the chat bot Click here 

Or if you cannot submit a ticket via SIMon then Click here   ....for additional member supplied info.

[BKNS27]

@Rifaatj 

Login to your account and see what your Balance shows on the top right. 
If payment went through, it will show your payment amount.

I would suggest you purchase a voucher and call 611 to enter the voucher number if your payment doesn’t show to Activate your account.

Then contact a CS_Agent to investigate why the payment didn’t go through.