Did your credit card billing address change? Check your statement for any minor changes the bank may have made....like your name. Is it in ALL CAPS? Has you middle name or initial been added? Any changes to the address? Compare it to your official Canada Post address. If you have a suite or apt # add it to the street address ie. 201-123 1ST AVE E.
Keep in mind you can only attempt 2 payments whether thru self serve or via 611 before having to wait out one full hour before trying again. More than 5 attempted payments with the same card within a 24 hour period will trigger a fraud lock that will have to be removed by customer support.
If you have tried 4 times and you have another payment card you can try adding it as your payment method by choosing "replace my card" and adding it as your payment card. Then try adding a payment. If you can successfully add a new card then the payment should go thru without an issue. It is also helpful to follow this method to avoid error messages when making changes within your account like payments :
- Clear your browser.
- Reboot your device.
- Open one tab only.
- Use secret/incognito mode.
- Firefox, chrome, safari or Microsoft edge work best.
- Change devices if necessary.
You can also try adding a new card by going to your profile and at the top right of the page in tiny letters you will see a message advising you to update your card info if you have updated your address. Click on "here" to be brought to this page below....
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 #.
