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10-29-2019 07:23 PM - edited 01-05-2022 09:36 AM
Hi,
I've been paying my account for a while with the same credit card using 611. My payment is due...I dial 611 and the system tells me they're is a problem with my credit card. So I called the credit card company and they are no problem on their end...I'm not able to pay anymore. I cant access my online account...So now my phone doesn't work and I'm not able to reach customer service to get the problem fixed. Would like some help.
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10-29-2019 07:50 PM
@gael wrote:June 2021. And credit card company said it doesn't even appear as a transaction was denied they see no trace of me trying to pay!!!
We had explored all possible causes. Just wait for moderate fix your login and update your credit card info even it is the same card and info.
At the mean time, get a topup voucher and get your phone working again ASAP.
Please note that there is a delay in activating your topup voucher. Ask the cashier whether that store will activate the topup voucher right away without waiting for next day before use.
I know that Shell gas station activate PM topup voucher right away with 30 minutes wait.
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10-29-2019 07:43 PM
Not working! I might have opened an account like few years back so I dont remember the informations the system won't let me reactivate a new one with the same phone number.
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10-29-2019 07:39 PM
June 2021. And credit card company said it doesn't even appear as a transaction was denied they see no trace of me trying to pay!!!
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10-29-2019 07:38 PM
Yup!
I think i got the «glitch» lucky me i will have to go to the store and get this fixed. I will try again tomorrow see if it works. I'm a bit disappointed but it's ok thak you for your help
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10-29-2019 07:38 PM
Have you set up a self serve online account? You can make a one time payment with your credit card online. Click on Payment on your account page and select One Time Payment. Add your credit card if it's not already registered and select your payment ammount (before tax). Finally, click Submit to make the payment.
Here's a link on hwo to create a Self Serve account if needed: https://www.publicmobile.ca/en/bc/get-help/articles/create-a-self-serve-account
, you will get a $2 credit every month.
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10-29-2019 07:37 PM
@gael wrote:I make one-time payments for over 5 years...my card is registered but the system tells me it's not able to proceed the payment. Can't seem to be able to reset my account. If I go to the store closest to my place will they be able to help. I've had the same phone number for years.
When Is your credit card on file expired?
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10-29-2019 07:36 PM
I make one-time payments for over 5 years...my card is registered but the system tells me it's not able to proceed the payment. Can't seem to be able to reset my account. If I go to the store closest to my place will they be able to help. I've had the same phone number for years.
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10-29-2019 07:35 PM
Must be some glitch in the system, especially if your credit card details have not changed. Moderators do take some time to respond unfortunately.
If you need to activate ASAP, buying a voucher and paying by dialing 611 is the quickest option until the moderators gets your billing issues fixed.
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10-29-2019 07:33 PM
After getting your password reset, update your autopay credit card info.
Make sure the credit card address matches what is on your statment.
1. If you live in multi-unit building, don't use the unit # or apt#. Just use the building number.
2. If the postal code on your statement has a space in the middle, left the last digit out. PM check the first 6 characters of the postal code only including the middle space.
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10-29-2019 07:32 PM
Is that credit card on file? Or are you making one time payments? If one-time payments, keep this in mind.
Your address must match the billing address of the credit card exactly. Don't use the apt# field. Use a 6 character postal code (X1X1X1), no space. Don't use special characters like # or &.
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10-29-2019 07:31 PM
Thank you for your help I tried to reset my account but was unable to. It's been a while so I'm not sure I even have the right information (right email adress etc.) I'm trying to have a moderator in order to help me reset the whole thing...I mean i've never had a problem payaing through 611 before today!?!
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10-29-2019 07:30 PM
@gael wrote:Hi,
I've been paying my account for a while with the same credit card using 611. My payment is due...I dial 611 and the system tells me they're is a problem with my credit card. So I called the credit card company and they are no problem on their end...I'm not able to pay anymore. I cant access my online account...So now my phone doesn't work and I'm not able to reach customer service to get the problem fixed. Would like some help.
Reset your password using the "Forgot your password" link on the login page.
After trying to login and failed many times, your account will be locked to prevent hacker from getting into your account by keeping trying different password. If you cannot reset your password, you need to create a moderator support ticket using the ? button at the right side bottom corner of this page.
Ask to "contact human" as question for one or more times. SIMon will eventually show you the "Submit a ticket" button. Click on submit button to get the create ticket screen.
Moderator wait time is up to 2 days.
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10-29-2019 07:28 PM
Did you try to reset your password to get into your self service account?
If reset password does not work, you will likely need to contact moderator to check on your billing issue and get access to your self service account. Click on the question mark on the right lower corner to start the ticketing process to get moderator help.
If you need to activate right away, you could buy a payment voucher either in store or online (recharge.com- service fee applies) and pay with voucher by dialing 611,