Two credit cards declined

[Mahguitar]

Hi.  My plan was deactivated today citing non payment. I just attempted to list two separate cards for autopay.  They both said declined.  I don't think this is correct. No card payments have been missed and I used them today. Can anyone shed some light on this so I can get service again?\

edited by computergeek541: miscategorized (not "Community" related)

[JL9]

Usually a browser issue, once you have waited and change browsers and go incognito mode you should be able to use the other method. Once you finally do get the renewal paid for, autopay should be good going forward. With that said there have been an increasing amount of autopay failures, so you may want to manually add the needed funds the day before so you don't run into this problem again.

[hTideGnow]

HI @Mahguitar   If you already tried it twice, maybe wait an hour before trying it again.  Too many failed attempts would trigger a Fraud alert and  in that case, you really need CS Agent to unlock that

[softech]

@Mahguitar   You still have the credit card on the system?  If so, try to use the option "Other (Enter the desired payment amount)" and manually enter the plan amount and see if it works. This usually works better than using the Amount Due option.

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

If the payment goes through, then logoff from My Account and reboot your device

If it still fails, then open a ticket with PM Support and have them to investigate further:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: 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 the ticket is opened.  CS Agent will reply you there

[dust2dust]

Two ways to do this faster until you can figure out the credit card problem. Buy vouchers or use instant top-up.

For the credit card entry, only make a couple attempts per hour. Use the same address as your billing address. Don't have a space in the postal code. Try twice then wait an hour.

[dabr]

@Mahguitar   Clear your cache/cookies and use incognito mode or even another browser before retrying to login and update your CC info.  Also make sure to enter the name/address exactly as it appears on your CC statement and no spaces for the postal code.

If you need to urgently pay while sorting out how to add the CC, then you can buy a voucher from a retailer/gas store and load the funds by dialing 611 or from an online seller like recharge.com (for a fee).