Service on Hold, subscription expiration

[Ashleyeghosa]

Hello I am looking for help in resolving this issue.

my account currently says services are on hold as today is the expiration of my subscription.

I am attempting to add a new plan or even renew the old plan, and I keep getting the error message: "Sorry, we're not able to process your payment at this time. Please try again later."

My services are not working; I cannot send, or receive texts, or make calls.

Any help would be greatly appreciated.

[Ashleyeghosa]

Thank you for your quick help and reply it appears it was a credit card issue!I  will have to sort out the credit card with the bank

Thank you!

[Ashleyeghosa]

Thank you for your quick help and reply it appears it was a credit card issue I was able to top up with a voucher from shoppers drug Mart as you suggested and my services are working now

I will have to sort out the credit card with the bank

thank you!

[Ashleyeghosa]

Thank you for your quick help and reply it appears it was a credit card issue I was able to top up with a voucher as you suggested and my services are working now

I will have to sort out the credit card with the bank

Once again thank you!

[Ashleyeghosa]

Thank you for your quick help and reply it appears it was a credit card issue .

I will have to sort out the credit card with the bank

Once again thank you! 

[dust2dust]

Is your credit card still valid? Did you move?
Another method of payment is using muskbird.com and their RTR option that will load money straight into your account.

[hTideGnow · Accepted solution]

HI @Ashleyeghosa 

Please try to wait an hour and try again

also, you can try to use *611 to make a manual payment.  Do you know the 4 digits account PIN?  if not,  you can reset the PIN in My Account first and try to pay via *611

if you still unable to pay, please reach out to CS agent

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

Or you can buy a voucher from stores like Shoppers Drug Mart and load the voucher using *611

[Phil_Adelphus]

@Ashleyeghosa   Did you have auto-pay enabled and it failed, or do you use vouchers?  You can pay via 611 also to get the service going again.

[kb_mv]

@Ashleyeghosa You may have tried to do this when the account is in process of renewal. Perhaps that has caused issues. I would contact customer service at the link below:

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

[Ashleyeghosa]

here is a screenshot of the received message