where did my payment go

[Ellis75]

I started to set up my phone and made a payment of $91 for 2 phones but now the payment hasnt been applied to our accounts and it wont let me finish signing up

[hairbag1]

@Ellis75 

be aware that with Public Mobile, each account is separate...you must have a new sim (or esim) for each account and you can't use the same email address for both. Public Mobile doesn't offer shared or "family plans". 

[Ellis75]

How do I get refunded my money? I have paid $91 to set up 2 accounts. it hasnt been posted to the account so I have just set up a new account and paid for my plan and esim

[hTideGnow]

hi @Ellis75 

it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with PM support agent.  You can submit a support ticket right at My Account and PM app using the  Expert Messaging in one of these ways:

• My Account on a browser: Login and click Message Centre on the left pane to Start a Chat
• Public Mobile App : Login, and Go to Support page, click Chat with an Agent, and Start a chat
• If unable to access My Account/PM app, submit a ticket here using the your current Community login (or use another email to create a new Community account):   https://expert-messaging.publicmobile.ca/guest/chat/
  
  At the Chat, type "Submit Ticket", then type "Connect Agent", and type "Connect Agent" again.  Then login to open ticket
  (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email" or "Send Voice Message")     

Support agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

Remember: Support hours of operation: 9 AM to 10 PM ET