Voucher activation not working

[Naomi2]

I have tried activating my voucher online and via phone and in both cases I have been told that it cannot be activated. This has never happened before with Public Mobile. Any advice?

[darlicious]

@Naomi2 

Have you previously purchased a pm voucher from the same retailer before and were able to successfully load it onto your account immediately after purchase?

The following is a list of retailers that do sell pm vouchers that are immediately valid upon purchase and loadable via 611 or your self serve account.

1. London Drugs
2. Shell stations
3. SDM
4. RCSS
5. TMS
6. 7/11
7. Circle K
8. Wal-Mart

You can only attempt to add a voucher twice before having to wait 1 full hour before trying again. Most other retailers have wait times for validity ranging from 3 to 8 hours with some as noted taking up to 24 hours. You can contact customer support to check the validity of the voucher you purchased and if it is from a retailer on the above list if you cannot load it using the 12 digit PIN # after waiting out one more hour then contacting customer support to add it for you may be necessary if the payment is not accepting vouchers as per usual. 

You can find additional member contributed info on vouchers here that may help you...

https://productioncommunity.publicmobile.ca/t5/Get-Support/Voucher-Catalogue/m-p/479165#M343905

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #

[dabr]

@Naomi2   If you urgently need to add the funds for a renewal, then you could also purchase a voucher from an online service like recharge.com and there is no hold on the voucher funds (which is emailed), however, they do charge a fee for the convenience.  

Otherwise it's probably better to submit a request to customer support instead to add the voucher to your account.

[esjliv]

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@Naomi2 wrote:

Thank you so much! This is really helpful. I got the voucher yesterday, I will continue trying after 24 hours

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@Naomi2  - yesterday...you should be close to being able to use it if this was a 24 hour thing.

If you tried too many times in a row, give it a couple hours, before you try again.

[Naomi2]

Thank you so much! This is really helpful. I got the voucher yesterday, I will continue trying after 24 hours

[hTideGnow]

HI @Naomi2   When did you get the voucher and where did you get it from?

You might need to wait 24 hours before you can use the voucher.

[dabr]

@Naomi2   Some vouchers have a hold on the funds for several hours or more, so you could try again later in the day.  Also double check that you're entering the correcting set of 12 digit PIN.

[esjliv · Accepted solution]

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@Naomi2 wrote:

I have tried activating my voucher online and via phone and in both cases I have been told that it cannot be activated. This has never happened before with Public Mobile. Any advice?

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@Naomi2  - some vouchers can take 24 hours to be activated after purchase (seems silly, but apparently, that can be the case for some). Sounds like this is not you first one your purchased and added to your account

If you need it today, submit a ticket with CSA to see if they can add it for you. Or, if you can wait until tomorrow, try again tomorrow (or even every few hours).

Two ways to contact CSA:

1- Put in a ticket through SIMon Bot (usually faster method to get in contact with the Public Mobile Customer Support agents=CSA) by clicking here:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
OR
2- Private message CSA here (slower method) by clicking here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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