Was on autopay, Account now suspended, Tried two different credit card, will not accept payment

[matt02]

Title says it all.

I've been using Public for 6 or 7 months, always on autopay.   Noticed nobody was resonding to texts earlier this week, tried to make a phone call and found out my account had been suspended.   Without even a text warning.

There is no lack of funds on my credit card, but I even tried using an alternate card to make a payment.  No luck.

Just continually declined my payment...

Any idea what might be going on?

thanks

[ckkong]

I know my friend has always been doing the voucher payment option. He told me that if he doesn't pay his phone bill in time his service willl be cut. Nobody can contact him since that is the only phone he can be reached out. You can imagine if somebody has no data to use and has to find a place with Internet if they cannot use their phone. They have to at least have a tablet or laptop to connect and still use email to contact people.

[PatsyMcleod]

The only thing I could think of is that your card would have expired and I'm assuming that you would have to enter the card number again but if you tried an other card that don't make any sense to me .

[mpcdesign]

@matt02 , 

I was having this issue all the time with Public Mobile when I first started. And I just found out if you live in an apartment building, we have the option to enter the apartment building or suite number in the box beside the street address. DONT DO THAT!

Why? This is why the system is not accepting out payments. It's the payment system that is not understanding the suite number for whatever reason. The rumour is to not include a # of apartment or condo since the system does not accept them is confirmed. 

https://productioncommunity.publicmobile.ca/t5/Paiement-de-votre-service/Re-Impossible-de-faire-un-p...

I input my address as Apt#-Street#, simply because it is the preferred addressing method as advised by Canada Post. And now by Public Mobile. I probably can guarantee you this will now work for you. So, in your address when putting in your address for your credit card.

See my screenshot.

This is how you should do it! By leaving the Apt# dialog box empty, and entering your address like a letter, will work in the payment system

*Note: Been using Public Mobile, and this seems to work well for me. It is always wise to add funds to your account. I would manually add about $120 worth of pre-paid deposit into my account. I know I get discounts for loyalty, auto pay and sometimes the community rewards. By doing so, since I have auto-pay, it will take the funds from my account first. BY doing so, I know I won't have an issue when it comes to renewal.

[JMX]

Thanks @popping, I have tried your variations with the postal code with my VISA with no success. The card is active, used it today, with no issues.

I was able to add my MC with no problems so this appears to be a VISA validation error of some type.

I have opened a ticket with the moderator to figure this out.

[popping]

@JMX @matt02 

Try to update your credit card info.

Make sure the credit card address matches what is on your statment.
1. If you live in multi-unit building, don't use the unit # or apt#. Just use the building number.
2. If the postal code on your statement has a space in the middle, left the last digit out. PM check the first 6 characters of the postal code only including the middle space.

If it continue to fail, create a moderator support ticket for help using the ? button at the right side bottom corner of this page.

1. Tell SIMon what is the issue
2. Ask for "moderator"
3. SIMon will give your 2 choices. Click on the "Account-specific question"
4. Then, click on "No, I want a human"
5. Click "Submit a ticket"
6. Follow instruction to create support ticket.

While you are waiting for moderator to work on your problem, you can get a topup voucher to get your phone working ASAP.

[geopublic]

@matt02  AutoPay is known to fail from time to time. If you can't make a manual payment then your only option to get your service up and running is to purchase a voucher from a retail location or online via recharge.com.

[JMX]

The exact same thing has happened to me today as well. I've been a member for over a year and a half and I'm on auto pay. It looks like there was a failure to charge the credit cards on our account renewal date.

[gblackma]

@matt02 do you have access to your self service / my account manually payment using the payment option and use the reactivate account option . Or you can try applying payment using the 611 payment option from your phone. Guide here https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352/highlight/t...

---

@matt02 wrote:

Title says it all.

I've been using Public for 6 or 7 months, always on autopay.   Noticed nobody was resonding to texts earlier this week, tried to make a phone call and found out my account had been suspended.   Without even a text warning.

There is no lack of funds on my credit card, but I even tried using an alternate card to make a payment.  No luck.

Just continually declined my payment...

Any idea what might be going on?

thanks

---

[Jb456 · Accepted solution]

Well you'll have to contact moderators to look into that issue with your credit cards.

In the interim consider buying a top up voucher to get your account active again. They can be bought at corner stores, esso,etc. Link below lists many places.

https://publicmobile.ca/en/on/payment-voucher

You can top it up in your account or by calling 611 from your phone.

You can also look at recharge.com and use your card they even take Paypal.

To contact moderators about your issue.

Or private message at link below

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