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Public Mobile not Accepting My Payment

slavaukriani
Great Neighbour / Super Voisin

I keep getting this message:

 

"Unable to Process Transaction
Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged."

 

This is not an issue with my credit card, is there any way to solve this? I feel ready to just go to a different company, I've been without a phone for days.

11 REPLIES 11

hairbag1
Mayor / Maire

For now...get payment vouchers at Shell gas stations, Walmart or many other retail locations. Then dial 611 to add them to your account and Reactivate the account.

Then deal with cc issue later.

Meow
Mayor / Maire

Did you try using different browser or incognito mode?

Is your card on file?

Did you try to change your card?

Is your account active or suspended?

hTideGnow
Mayor / Maire

HI @slavaukriani   try to use Incognito mode or another browser to see if it works

softech
Mayor / Maire

@slavaukriani   You might want to use the option "Other (Enter the desired payment amount)" and manually enter the payment amount instead of the "Amount Due".  

 

slavaukriani
Great Neighbour / Super Voisin

1. I tried incognito mode on a different browser and has the same issue.

2. My card is on file.

3. I deleted my card info and re-entered it

5. My account is suspended. What happened was my credit card got frozen because of what the bank thought was a suspicious purchase. I wasn't alerted so my phone was suspended when my Autopay did not work. I resolved the issue with the credit card company but now Public Mobile will not accept my payment with the same credit card I have been using since before the suspension.


@slavaukriani wrote:

1. I tried incognito mode on a different browser and has the same issue.

2. My card is on file.

3. I deleted my card info and re-entered it

5. My account is suspended. What happened was my credit card got frozen because of what the bank thought was a suspicious purchase. I wasn't alerted so my phone was suspended when my Autopay did not work. I resolved the issue with the credit card company but now Public Mobile will not accept my payment with the same credit card I have been using since before the suspension.


@slavaukriani   No worry about the bank thinking it is suspicious.  Problem like this is generally on PM side, the transaction does it even reach your bank/credit card yet

 

Did you try using the option "Other.. " ?  it usually works better

 

if it still failed, it could be that you tried too many times and PM flagged a Fraud lock on your account.  No worry, just need to open a ticket with PM and get this sorted out:

 

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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


**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there

 

slavaukriani
Great Neighbour / Super Voisin

I wish I had done that originally! I actually hit "Amount Due" and for some reason it only charged my credit card $4 which didn't solve anything. And now it won't charge my card anything.


@slavaukriani wrote:

I wish I had done that originally! I actually hit "Amount Due" and for some reason it only charged my credit card $4 which didn't solve anything. And now it won't charge my card anything.


What is your plan amount? $10 plan? If that is the case, the plan price has gone up to $13.  

How much you have in Available Fund in your My Account? Try another "Other" transaction for the difference between your Plan price and Available Fund

 

Again, if fails, open ticket with PM

 

slavaukriani
Great Neighbour / Super Voisin

I had $6 in my account for rewards, when I hit Amount Due it did top me up to $10 but I had the $35 plan and I downgraded it to the $25 plan but either way $10 is not sufficient. I have opened a ticket. Thanks for the help!