Unable to verify credit card?

[rlross]

I have been a public mobile user for years, have been on autopay with the same credit card for years.  Today my service was cut off for no reason.  Tried to pay just what was owed via credit card and it wont accept my payment - it says it cant verify my card number.  I tried calling the bank who assured me my card is fine.  Not sure what to do it they wont accept my credit card.

[J-L]

@rlross the same or similar situation happened to me and my husband in the last couple of months. Each phone uses a different cc and has a different renewal date. The first phone just suddenly stopped working ( we got one txt saying rewards were successfully applied but we did not get the second txt saying payment/renewal was successful, at the time we did not realize they were 2 separate events. We thought since rewards had been applied payment was also.... apparently not so.) We tried all suggestions, nothing worked untill we called 611 and made a manual payment for the exact amount owing ( we may have actually had to use a different cc than the one registered on autopay). The phone started working right away. We then changed the cc in autopay to the new cc. We recently got a txt from PM saying the cc for the second phone needs to be updated with a new expiry date ( did not receive a txt like that for first phone, but that may have been the issue??) We have updated the expiry date for the cc for the second phone.... To do that you do not have to remove the cc from the account, there is now also a button that says renew or update card, but be aware that you DO have to re-enter all of the card info not just the new expiry date. When entering the postal code it may leave a space then the last digit will not appear, I just eliminated the space and entered the last digit. It accepted everything and the cc appears to be registered successfully in autopay.  The first phone comes up for renewal in a few days and the second phone later in the month, so hopefully everything works smoothly with both renewals.

I hope this info is helpful to you ( and others) and I hope your situation is resolved quickly. 

All the best, stay well.

[popping]

---

@rlross wrote:

Thanks for the help.  I have tried all of the solutions listed above (except going to the store to get a voucher) and no success.  I have PM'd the mods so hopefully they will be able to help.  I don't understand why this is happening - so frustrating.

---

It is a software bug happened randomly.  Let us hope that PM find the problem and fix it.  Moderator will help you to add your credit card to autopay.  While you are waiting, you can get a PM topup voucher at Shell gas station to add fund to your account to get your phone working ASAP.

The best way to avoid service interruption is to add fund manually from your autopay card when your receive the PM payment reminder text message.  As long as you have the autopay enabled, you will get your $2 autopay credit even fund is not taken out from your autopay card.

[Anonymous]

---

@rlross wrote:

Thanks for the help.  I have tried all of the solutions listed above (except going to the store to get a voucher) and no success.  I have PM'd the mods so hopefully they will be able to help.  I don't understand why this is happening - so frustrating.

---

It would be frustrating. And taking money from customers should be bulletproof. But technology happens.

Remember that you've had all this time with a perfectly functioning payment system. Stuff happens.

[rlross]

Thanks for the help.  I have tried all of the solutions listed above (except going to the store to get a voucher) and no success.  I have PM'd the mods so hopefully they will be able to help.  I don't understand why this is happening - so frustrating.

[geopublic · Accepted solution]

---

@rlross wrote:

I have been a public mobile user for years, have been on autopay with the same credit card for years.  Today my service was cut off for no reason.  Tried to pay just what was owed via credit card and it wont accept my payment - it says it cant verify my card number.  I tried calling the bank who assured me my card is fine.  Not sure what to do it they wont accept my credit card.

---

@rlross  Known issue with Auto-Pay hopefully  Public Mobile fixes the problem soon. Submit a ticket to PM and ask them to fix it.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking  here or the icon (bottom right of your screen).

If you are still having problems contacting Public Mobile then click here. The link  sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Please note that account verification may be required when contacting the Moderator Team 

[gpixel]

@rlross hi did you recently receive a new expiry date on your card? if so, you will need to remove and re-add the new card with expiry date.

if you need your services right away you can use

https://www.recharge.com/en

https://www.ding.com/countries/central-north-america/canada/top-up-public-mobile

[gblackma]

@rlross You may reactivate a suspended account online or by calling 611.
Via your account online
1. If you have already registered, or will first register, a credit card, go to step 2. OR deposit a voucher for at least your plan cost and go to step 3.
2. Go to the payment tab, select single payment and  amount due.
3. Select the reactivate account button.
4. Restart your phone.
or Using 611 to make your payment: ( you need your 4 digit pin to buy an add on)
1. press 1 to make payment
2. press 2 credit card ( or 1 voucher)
3. press 1 amount due.
4. Restart your phone.

If this fails your card may be locked from too many attempts.  Contact the moderators and ask them to apply payment and reactivate your service for you. There are 2 ways to contact the Moderator Team:

• Faster response- 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 the Moderator Team. Click here to get started.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

[Anonymous]

Can you try to do a manual amount rather than amount due?

Perhaps get a voucher from stores or online and get your service going sooner rather than waiting to figure out the card.