You seem to have several issues now. Let's start with what sounds like the payment voucher you bought online. I haven't used one myself but I have heard they can take up to 3 hours to become valid. Make sure you have allowed that amount of time to have passed.
Additionally no matter what type of payment you are attempting to make or how (via self serve or 611) you are only permitted to make two attempts before waiting out one full hour. Once you are in the clear call 611. Press (1) then (1) again and enter the 12 digit pin #. You will be informed of a successful payment followed by a text from 611 reiterating the successful payment to your account balance. Payments made thru 611 will automatically reactivate your plan so long as your payment equals or exceeds your plan amount and your account is not suspended via lost/stolen.
Updating your credit card information follows the same two attempts rules as above. Use the procedure below using your card's billing statement address. Double check it against your official Canada Post address as a subtle difference in the address can cause it to be rejected. If you have tried more than 5 times with the same card then you will have to go thru customer support to get the fraud lock removed. You can have the CSA add it for you.
Spoiler
I just click on one time payment and in the middle of the page you can click on manage my card. Then I follow this procedure....
Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.
- Reboot your device.
- Clear your browser, use secret/incognito mode in firefox, chrome or safari.
- Choose replace card rather than remove card.
- Copy your address from your billing statement.
- Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
- Do not put a space in the postal code. X0X0X0 not X0X 0X0.
- USE ALL CAPS if necessary.
- Do not use autofill. Type everything manually.
Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.
Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from customer support.
Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.
You can also try updating your card info thru "edit my profile" and clicking on the link at the top right of that page that advises you to update your card info "here" and it will bring you to this page...
It is very rare that a response from customer support takes 48 hours these days it's more like an hour. Others claim using Simple-- Simon is faster but I don't buy into that and simply send a private message. I have recently have had some technical issues within my private message box not having the messages or tickets via Simple--Simon not show up but that is an unusually rare occurrence over all and I have yet to have another customer report this problem. Lucky me?!!
To contact customer support click below:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.
