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Unable to Process Transaction

4kit
Great Neighbour / Super Voisin

I've been trying to make a payment for several weeks with no success. Was using different credit and debit cards, nothing works. Now I'm about to lose my number and stop using Public Mobile because of the bug in the system. Need help with resolving the issue.

Here's what the system says each time I try to make a payment:

Unable to Process Transaction
Sorry, your credit card transaction was denied by your card issuer, so this purchase could not be completed. Your credit card has not been charged. Please contact your card issuer for more information.


Please, advise. 

6 REPLIES 6

JK8
Mayor / Maire

@4kit wrote:

I've been trying to make a payment for several weeks with no success. Was using different credit and debit cards, nothing works. Now I'm about to lose my number and stop using Public Mobile because of the bug in the system. Need help with resolving the issue.

Here's what the system says each time I try to make a payment:

Unable to Process Transaction
Sorry, your credit card transaction was denied by your card issuer, so this purchase could not be completed. Your credit card has not been charged. Please contact your card issuer for more information.


Please, advise. 


Contact a CSA. Second option is easiest.

 

  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to our Agents. Click here to get started.
  • Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

 

Hours of operation:

You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:

  • Monday to Sunday: 6 AM to 10 PM EST

 

Keep an eye on the envelope icon in the top right hand corner for a reply from the CSA.

Staliger
Mayor / Maire

@4kit Is your address in your profile identical to the one on your bank account and CC?

softech
Mayor / Maire

@4kit   first, if you want to keep your number, you can buy voucher from different retailers and load the voucher into your account and reactivate the service

 

Another quick way is to use Retail Top-up, they will ask you for your phone number and top up your account directly.  There is a small fee for this option

 

For your credit card issue,  you already tried different cards?  Are they credit card or Visa debit issued by Canadian or US financial institutions?   If you have already tried different card and with no success, I believe it is time to open ticket with PM to confirm what was the issue.  You have open a ticket with PM yet?  

hairbag1
Mayor / Maire

@4kit wrote:

I've been trying to make a payment for several weeks with no success. Was using different credit and debit cards, nothing works. Now I'm about to lose my number and stop using Public Mobile because of the bug in the system. Need help with resolving the issue.

Here's what the system says each time I try to make a payment:

Unable to Process Transaction
Sorry, your credit card transaction was denied by your card issuer, so this purchase could not be completed. Your credit card has not been charged. Please contact your card issuer for more information.


Please, advise. 


Get payment voucher from London Drug or your local Shell Gas...then dial 611 from your cell phone to add the voucher to your account.

Alternative is on-line voucher from ding.com or recharge.com.  You'll pay a bit more for these ones though.


@Staliger wrote:

@4kit Is your address in your profile identical to the one on your bank account and CC?


The self serve account profile address is unrelated to billing.  It does not get checked and does not need to be the same as the credit card billing address.   The credit card billing address does not need to match that of the addressed associated to the card though.

Anonymous
Not applicable

@4kit 

you can Remove your credit card and Logout and

close all Browser and do clear cache and cookies for any Browser,

how to clear cache and cookies in microsoft edge browser visit Here link

or you can try it for a different Browser

and use a Browser from your computer, is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

for microsoft edge how to update your browser visit Here link 

and do Restart your computer, is will help a lot,

 

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

 

 

and log in and re entered your credit details,

 

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

 

How To Update or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to  Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

 

and if still not fix it please you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

 

Explain your issue to Contact Customer Support Agent by  ,
they can solve your issue, they are nice service Team the will help you 100%.

 

Here’s how to contact Customer Support Agent by CS_Agent,

  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Service by CS_Agent. Click Here link to get started.

 

  • or you can send a private message to Customer Service by CS_Agent, by Click Here link
  • You’ll need to be logged in to your Community account for the link to work.

 

  • please include in your message,
  • your account number, 
  • your phone number,
  • your account 4 digit pin,
  • your Email address,

      

  • Customer Support Agent by CS_Agent, will Response to your inbox by private message 
    Check your private message inbox (click on the envelope top right of your screen)

         Good Luck