Voucher cannot be activated

[sueyeungmy]

Dear Staff,  my name is Susanna. Yesterday and today I bought two vouchers amounted $40 and $25 accordingly from Superstore located at Don Mills & Eglinton. The vouchers numbers are xxxxxxxxxxx and xxxxxxxxxxxxxxxxxxx. I cannot activated my vouchers,  I went back to Superstore and cannot be refunded.  I would be appreciated if your company can activate the vouchers and add the value into my account.  Thank you very much!!

[darlicious]

@J_PM 

Thank you that info would be great to be able to relay to customers.

To contact customer support :

Submit a support ticket via Simple--Simon the chat bot Click here 

Or if you prefer or cannot submit a support ticket you may send a private message : Click here 

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

[J_PM]

Let me confirm the exact number of attempts. The system will not allow the customer to add the voucher, it will lock this function for 24hrs.  

[darlicious]

@J_PM 

I know normally as with credit card payments vouchers are only allowed 2 attempts before you must wait out one hour before trying again. More than 5 attempts of adding the same credit card info will lock the card (or the account?) for a fraud alert. So is it safe to assume 5 attempts at adding a voucher will cause the fraud alert lock? Thanks.

To contact customer support :

Submit a support ticket via Simple--Simon the chat bot Click here 

Or if you prefer or cannot submit a support ticket you may send a private message : Click here 

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

[J_PM]

@sueyeungmy 

Please note that after a certain number of attempts, if the voucher number is entered incorrectly, the system will lock the vouchers for 24 hours for security reasons. I would suggest you try and enter the vouchers again. Try using the 611* route if it's easier to enter the numbers that way. 

[darlicious]

@sueyeungmy 

Vouchers from RCSS are normally valid immediately. However there have been many reports of customers unable to add vouchers that have been tested to have immediate validity. If your renewal is not tonight try adding them in the morning by calling 611 from your phone. If you renew tonight or you are currently suspended then you get two tries before having to wait out one hour to try again. Ensure that you are using the 12 digit PIN code only.

More info and examples here....

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 #.

[JL9]

One should definitely work by tomorrow and the second one should work by the evening..

[hairbag1]

Some vouchers aren't activated for several hours after the sale.

If you need $$ payment now...get voucher at walmart, they are active right away. You can get on-line vouchers from recharge.com or ding.com...both are honourable. They do charge a small user fee.

[softech · Accepted solution]

@sueyeungmy   sometimes voucher need to wait 24 hours to be active, you likely have waited a full 24 hours by now.  Did you try to load using both My Account and *611 and got the same result?  If not yet tried both, try it 

If still fails, open a ticket with PM Support and they can sort it out for you:

1. If you have access to My account: Click on the bubble on the lower right or https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply you there