Problem with a payment

[Grazyna1]

Can not make a payment after my pre authorized doesn’t work.

[darlicious]

@mercedes_Jones5 

Have you tried a manual top up via 611? (As attempt #4?)

[mercedes_Jones5]

Just waited 1 hour + it said oops! Something went wrong, please try again later.

[darlicious]

@mercedes_Jones5 

There was a major system issue over Thursday and Friday that caused autopay failures but you should be able to make payment. You will get that message regardless of the reason for failure. So if you tried the original card in self serve with a failure and then thru 611 also with a failure and then replaced it with your other card that payment attempt will automatically fail due to the 2 payment attempts limit (to prevent fraud). After waiting out the hour your next payment should work with the new card on file. You get 2 tries so try once in your account and once via 611. If they both fail contact customer support as they may need to remove a hold or something related to the system issue  the other day.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/m-p/...

[mercedes_Jones5]

But why is it failing in the first place ? The card has money on it, it's not frozen by my bank, it's the card I've always used so, do I use a different card in an hour? Do I try once or twice with the new card ? 

[mercedes_Jones5]

I tried on 611 as well and it said we cannot process the payment at this time. I don't understand why the pre-authorised didn't got through in the first place. There's money on the card then I tried a different card same this payment cannot be processed...I'll wait an hour and try incognito but I'm not understanding why the payment ways declined in the first place .

[hTideGnow]

@Hi @mercedes_Jones5   

what have you tried so far?

Maybe wait an hour first,  login using Private or Incognito mode and try payment again

If fails, don't try again there, try to call *611 and pay there (but you need tiur 4 digits PIN,  reset via My Account if you don't have it)

[darlicious]

@mercedes_Jones5 

What message are you getting when payment fails? You must wait out one full hour before attempting payment again after it has failed twice. You may find this post helpful for future reference as well.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

[mercedes_Jones5]

I am having issue too has anything worked? 

[darlicious]

@Grazyna1 

Do you know your 4 digit account pin #? You can also reset it in your profile page but make sure your 2FA is enabled first then reset your account pin #. You can disable 2FA afterwards again if you like. With your 4 digit account pin # you can also make card payment by calling 611 on your phone or dialing 1 855 4PUBLIC and entering your 10 digit phone #. But if you have already tried to pay twice you must wait one full hour before trying again.

You can contact customer support to check why your payment card is failing to allow a payment by submitting a ticket via SIMon or by sending a private message. If you choose the latter then also read the spoiler in the following post.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Get-Support-Contact-Customer-Support/m-p/...

[Grazyna1]

Thank you 

[hTideGnow · Accepted solution]

Hi @Grazyna1 to open ticket with CS agent

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

[Grazyna1]

Please let me know how I can open ticket 

[hTideGnow]

Hi @Grazyna1 can you confirm if it is your credit card problem?

wait 1 hour and try again using Private or Incognito mode browser 

If that does not help,  you can try open ticket with CS agent