Unable to make payments on my account

[nehasunderji]

Hey all,

I PM'd the mod team already, but figured I'd drop a quick post here since we're outside of support hours, and maybe there's something obvious I'm missing.

I had signed up for autopay on 2 seperate accounts (mine and my husbands). The credit card (his card) that was being used expired last month, and we forgot to update my Public Mobile account with the new card info. Public mobile sent me a message earlier via email stating that the payment failed to go through and that my account is suspended.

No problem, right? I'll just go log in and update the CC info, making a one time payment. Except it will not accept the CC info for any of our credit cards. We've tried 2 in his name (including the card which successfully got billed for his account earlier today), and 2 in mine - none of them will work. I've made purchases since the last attempt with one of the cards, and it's working fine...

I called one of the credit card providers, and they've confirmed that they observed the attempted payment earlier with the expired card, and that they can see my attempt 5-10 minutes ago to pay with the updated card. They confirmed that the attempt 5-10 minutes ago was approved on their end, but that the transaction amount was for $0 (maybe a preauth attempt?) and that no other charges are visible. They believe that the problem is occurring on Public Mobiles end, as it's being approved by them.

Any help would be much appreciated. Seems like something really weird is going on, and I don't think I'm the only one that's run into these issues lately (based on the top few posts, which didn't do much to help me 😞 ).

My service is not working, and I do not have easy access to someplace that sells Public Mobile credit.

[Luddite]

You might like to support these ideas? https://productioncommunity.publicmobile.ca/t5/Public-Lab/Manage-call-forwarding-online-My-Account/i...

https://productioncommunity.publicmobile.ca/t5/Public-Lab/Setup-Forwarding-Via-Self-Serve-Site/idi-p...

[nehasunderji]

Switching to French didn't seem to make any difference 😞

Impossible de traiter la transaction 
Désolé, la transaction a été refusée par l’émetteur de votre carte de crédit. L’achat n’a donc pas pu être effectué. Aucuns frais n’ont été portés à votre carte de crédit. Veuillez communiquer avec l’émetteur de votre carte de crédit pour obtenir plus de détails.

Unable to process the transaction

Sorry, the transaction has been declined by your credit card issuer. The purchase could not be made. No charges have been charged to your credit card. Please contact the issuer of your credit card for more details.

[nehasunderji]

Thanks for the suggestions.

I haven't spoken with all of the financial providers that I tried to make the payments with, but I'll check to be sure no charges appear in the coming days (nothing showing as pending at this moment).

Looks like *611 only works with pre-registered credit cards, so that option's sadly not going to work.

Looks like I might be able to pick up vouchers near my workplace tomorrow, so I'll give that a shot if I still have no service.

Thanks again!

[Luddite]

@nehasunderji @Talkinghead Another weird suggestion: try logging into your account after switching to French. Or just click https://libreservice.publicmobile.ca

[Luddite]

@nehasunderji Some other ideas:

a) double check your cards have not been charged because I have had the latter message, been charged, then the plan activated after an hour or so and rebooting my phone.

b) call *611 and see if you can make a payment

c) buy vouchers and try to apply them to your account

BUT only attempt b or c if you are certain there have been no charges.

Meanwhile, if you need to make phone calls try an application like that from fongo.com. It provides free calling across Canada from wherever you are connected to wifi. It's my emergency fall back. In fact, when I am out of Canada I forward my PM # to it and pick up messages when on wifi.

[nehasunderji]

I used the Update card option initially, though after the first attempt failed, the old card was completely removed from the account. All subsiquent attempts (credit cards 2, 3, and 4) were made with absolutely no payment options on the account.

None of the card changes/additions were accepted. Each were rejected with the following error:

Unable to Process Transaction (Updated card from existing card's provider)
Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged.

or

Unable to Process Transaction (Different cards altogether)
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.

As I've mentioned before - all cards are working perfectly fine for other retailers/service providers.

Support has reached out for more info from me, which is great, but informed me that it'll be 48-72 hours before anything is resolved.... Sigh. Guess I won't have any service til then.

[Luddite]

@nehasunderji Did you first remove the old credit card, before adding the new one? That has helped some people. Or was your card change intially acccepted, but the subsequent charge rejected?

As far as I know, the account holder's name & address do not need to match the credit card. I have had a credit card of a different name from the account name accepted by the system. There has been a an issue with multiple accounts using the same credit card during activations.

[nehasunderji]

@will13am wrote:

If you have been successful at entering your credit card into the system...

---

Yeah, this is the crux of the problem - The automated system hasn't accepted any of the 4 credit cards I've tried. I have attempted with variations on the address, as there is a unit # in it, but no luck.

Seems the support team has responded though, so hopefully it gets sorted out soon.

[will13am]

This seems weird.  I have not had too many bad experinces myself except with making more than 2 account payments with the same card.  There is a known glitch in the system that blocks this.  I have read earlier posts about the self serve system trying to match the address on the account with the address on the credit card and bad things happen when the two don't match exactly.  If you have been successful at entering your credit card into the system, I think the only recourse may be to wait unti the morning and have the moderator team fix things from their end.