Unable To Make Payment

[rbolt726]

frustrated and ****** off.  Please correct this. Nothing wrong with my credit card.

xxxxxx@xxx

Edit by Dunkman: removed personal information.  Split thread.  

[darlicious]

@rbolt726 

Send a private message....I was just in contact with the overnight moderator and he is waiting for you to contact the moderators so he can resolve your issue for you right away....this is a rare opportunity. Please make contact forthwith...

Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

1. Full name and address on account.
2. Email, phone # and pin #.

 If you cannot remember your pin # include at least three of the following:

1. Date of birth
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours. Contact them now!!

Keep an eye on your private message box (the envelope icon) next to your avatar at the top right corner of your screen for a little bubble to pop up indicating a message from the moderators. Responding promptly will speed up service times.

To send a private message to the moderators click below:

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

[esjliv · Accepted solution]

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@rbolt726 wrote:

no luck.....

the issue is with PM

---

@rbolt726 

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, then your Autopay may have failed.

**Make a payment by calling 611 or signing into your Self Serve account and make a payment that way.

To make a payment via 611 you will need your Account PIN that was created when you activated. It would have been texted to you at time of activation.

If this was a failed Autopay, I would let the Moderators know.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 -  Faster Method - Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower Method - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)

[darlicious]

@esjliv 

You might have to take over on this one....I need some shut eye!

[darlicious]

@rbolt726 

Also please edit your original post....not everyone on the internet is "honest" and will use your email to do not nice things.

[darlicious]

@rbolt726 

Are you getting an error message? Do you know your 4 digit account pin#? If so you can add a payment thru 611 using your card on file.

[rbolt726]

no luck.....

the issue is with PM

[darlicious]

@rbolt726 

Because of the autopay system issue causing many failures you are not alone with your issue. If you still cannot make a manual payment you may have to contact the moderators but use this as your guide first....

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot

[darlicious]

@rbolt726 

Ack....please edit your email out of your post by clicking the 3 dots top right corner of your post. Its a public forum......then I can definetly help you.