account has been suspended, can't make payment

[jacksun66]

my account has been suspended due to my credit card expired, tried update credit card info and pay missed 1 month payment, 6 times, got "Oops! Something went wrong, please try again later." need the phone working, please help

[darlicious]

@jacksun66 

That is a little late for the reminder text emails do occur for the credit card expiration but are not consistent across the board. I just checked my two accounts I got a credit card warning on the 2nd for my renewal on the 4th of September and I got three days notice in August for the credit card expiration warning via 611 SMS text on my other account. And 3 days notice on each of the accounts for the month before that.

[jacksun66]

this phone is for my daughter, I just checked it did SMSed on Sep 7th about the card expiration, and Sep 8th it got suspended. suggest to give a little bit more time to allow customer to response 

[hTideGnow]

Hi @jacksun66 last time my credit card expired, I got multiple text from Pm.  Maybe you missed?   Or hope PM didn't remove it

[jacksun66]

I finally updated my new credit card info using another computer. thanks for all the helps. but this time it did cause my a big trouble, publicmobile should email customer about the credit card expire date, and giving us a little time to update, not just rudely suspended  account. 

I used e-transfer to muskbird, I received the email after 3-4 hours after transition 

[darlicious]

@jacksun66 

Has customer support been in touch yet? If not log into your bank account and check your billing address, name on your account, language etc...so you can be sure of the exact details to communicate to the CSA when you ask them to add your payment details.

I'm happy to hear muskbird worked out for you to get reactivated. How long did it take to receive the email with the pin code?

[softech]

@jacksun66 Give  them another chance.  Just open ticket by message them

  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

[jacksun66]

I tried to enter new autopay credit card info again, went through SMS validation, but still got same error;

tried above way 1, when submit a ticket, it asks my Community account , got "Error logging in"
will try #2, which I messaged CS agent last night about my account suspended, no reply yet

so frustrated, considering to find another provider 

[softech]

@jacksun66   happy that your service is working again

and now ,you have time to deal with the credit card issue on your My Account.  

Please open ticket with PM Support and have them investigate, maybe update the credit card # on behalf

1. If you have access to My account: At 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

[dust2dust]

At this point I think all you can do is have the support people look at it. Maybe it's simply locked out for fraud defense.

Thanks for the muskbird update.

So you used e-transfer to pay for the muskbird voucher. Did you pay them any more than face value for the voucher other than applicable taxes? And then of course your bank e-transfer fee if applicable.

[jacksun66]

got muskbird.com email voucher, entered the PIN in my Public Mobile account, now my account activated. thanks for everyone's helps.
But I still can't update my new credit info to the autopay, tried 3 times different card#, got " "Oops! Something went wrong, please try again later."  any idea?

[darlicious]

@jacksun66 

Have you received your PIN numbers yet? This is from the FAQ of muskbird.

For e-Vouchers, e-Gift Cards and Calling Cards, the order delivery will happen over e-mail. It can take anywhere between 30 minutes to 24 hours to review, verify and confirm your order before you can receive your delivery e-mail with product PIN number and other information.

@dust2dust 

Muskbird was very reliable and then for some reason they were not allowed to do these kind of mobile e-payments in Canada for some reason and suspended their sale. However in the last 3 months or so I had heard they had restarted their sale of these mobile top ups for Canadians and Canadian providers.

[dust2dust]

I seem to recall I once tried muskbird and something about it didn't work. I was kind of wondering when the other user mentioned it. Let us know if it works.

[jacksun66]

my credit card has no issue, just used at bestbuy today

[jacksun66]

I can login to my public mobile account, just can't pay or update my credit card#

just e-transfer to muskbird.com to buy a voucher, not receive yet  

[hairbag1]

Another Super Sport  !!

[dust2dust]

@Alexandf- The customer didn't say anything about a logging in problem. They can login fine.

[Alexandf]

@jacksun66 

go to store buy it press link on vouchers  and call *611 added and do reactivated.

open ticket with PM support and ask them to fix it

 At 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 ↗" 

have trouble with Chatbot: Private message CS Agent at: 

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

Once ticket is submitted,(envelope icon on the top right) CS_Agent will reply you there.

[dust2dust]

Then that's a different problem with your card. What about Paypal? Do you have that linked to a valid card? Have you used the card anywhere else since you got it?

[softech]

---

@jacksun66 wrote:

tried recharge.com declined my payment on credit card and debit card

---

@jacksun66   any chance it's really your payment card issue?  both PM and recharge.com declined.

[jacksun66]

tried recharge.com declined my payment on credit card and debit card

[darlicious]

@jacksun66 

Here are your alternative options to pay for your services 

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

Edit:

Muskbird is also an option again online with cheaper surcharges.

https://www.muskbird.com/quick-mobile-topup/

[dust2dust]

The most convenient way for you right now unless you live in an urban area is from recharge.com.

I updated my previous reply...did the card seem to get entered? And was it the payment part that failed?

[softech]

@jacksun66  buy it from SDM or 7/11 or Shell, their voucher can be used immediately (vouchers from some stores need to wait 24 hours before it can be used)

once you have the voucher , load it with *611.  Then wait 5 mins, reboot your phone and account should be reactivated 

[jacksun66]

how do I buy the voucher?

[jacksun66]

thanks I will try that

[dust2dust]

You could buy a voucher and use 611 to enter it. Or use real time payments. That way you can get services back and then figure out why the card won't work.

Adding - did the card seem to take? Was it the paying part that didn't work?

[softech]

@jacksun66   use my method 2 above to open ticket via direct message instead

[jacksun66]

I tried to submit a ticket, can't login to the community 

[softech · Accepted solution]

@jacksun66 first , make sure PM did not really get the money 6 times.

Try once more using Incognito mode to login to My Account and pay to reactivate the plan to see if it works

If it still fails, then it is best to wait another hour or two before you try once more using Incognito mode

If that still fails, it will be time to open ticket with PM Support:

1. If you have access to My account: At 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