Suspended

[TaritaGia]

Why can't I make a payment. It's supposed to be automated. I keep getting a payment error message

[TaritaGia]

I have been able to open a ticket. Maybe using a glitchy system while not living locally should be revisited. Lol. Thanks all 

[softech]

@TaritaGia 

you can still pay by voucher, you can buy it online via muskbird.com or ding.com 

For the credit card, PM no longer accept credit card that does not link to a Canadian address.  So, if you only have US credit card that link to US address, you will need to find a way to get a Canadian credit card.  But you can also ask a friend to buy a Canadian Prepaid Visa or Mastercard, with that, you can enter any valid Postal code

if you want to talk to PM support, you can engage them by submitting ticket:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
    (if you cannot receive 2FA via SMS, click "Didn't Receive code" or "Resend Code" and choose "Send email" to get 2FA)
2. If you have trouble with Chatbot or you don't have access to My Account: 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 ticket submitted, CS Agent will reply to you there    

[TaritaGia]

All great advice but none applies to this situation. I pay for my niece's phone but live in the US. I've been paying for the phone for year's (autopay). We recently put US roaming as an add-on. We received a message stating the subscription expired. I thought my card was expired but it's not. I tried to upload a new card for payment but now its asking for a postal code for payment address even though it says a valid US or Canadian card is allowed. This is why I can't restart her subscription for regular service. So the Shoppers payment is not an option for me. How can I open a ticket the AI chat is not useful, it directed me to the forum. 

[BKNS27]

@TaritaGia 

You can also try dialing 611 or call 1-855-4PUBLIC to make a manual payment to restore service. Then login to your account and enable Subscribe for future AutoPay payments.

[ORNGNBLK]

@TaritaGia  kindly open a ticket using the orange chat bubble on the bottom right and prompt to have PM member investigate for you. as @Dunkman suggested, maybe your CC details have changed recently and were not updated?

[TaritaGia]

Problem is it has been interrupted

[Dunkman]

@TaritaGia 

The payment system is finicky.  Sometimes autopay does fail unfortunately.  Did anything recently change with your credit card on file (ie. expiry date change?).  

You could try again with a different web browser, clear cache or incognito mode.  Or try to pay via the PM app.  Or by dialing 611 on your phone. Sometimes, if you try too often with same credit card, the system locks for 24 hours and need to try again tomorrow. 

If all fails and you need service right away, you could purchase a payment voucher in store at Shoppers, Shell gas station and other locations. Or even online at muskbird.com (service fee applies). 

[hTideGnow]

hi @TaritaGia 

PM payment system is glitchy sometimes

Usually we ask people to  wait a day or even longer before you try again.  When you try, try using both Incognito/private/secret mode on your browser and try with Public Mobile app (with Location Permission enabled) 

but since your plan has already expired and you don't want to wait,  buy a voucher from Shoppers drug mart or gas stations and then load the voucher using *611 or My Account

[ORNGNBLK]

@TaritaGia  if you are set up for auto pay and have had no issues with that in the past, you should be good. This error message shows up on our near your renewal date. It can be ignored if you services are still functioning properly. Happens to me every month and Ive had no interuptions. Hope this helps