automatic payment is not processing

[James0228]

I support four plans for my kids on PM. I have received a notification that the payment was not processed for two of the four accounts however the other two went through without issue. I logged into MyAccount and manually tried to make the payment and received this error:

"Sorry, we're not able to process your payment at this time. Please try again later."

The card was not denied (I checked with VISA).

Is there a payment processing issue right now?

[James0228]

Still no joy. I received some queries from Catalina at support for details on the accounts with problems which I have provided and I have tried paying using IVR at *611 and still no success. My VISA card shows no attempts to process a payment so it looks like the process is stuck within the PM account/billing system or the TELUS EPS gateway.

[Handy1]

@James0228  I had the exact same issues last week for plan change and one went thru and not the other . Contacted support and they were able to help 

[James0228]

One additional note - the credit card number was updated on all accounts between enrolment to new plan and first auto-billing cycle. New plans start on Nov. 20 for all 4, CC updated Dec 5 (or thereabouts) on all four, but only 2 had payment get processed on new card - the other two received the same error.

[James0228]

I did change their plans (all four) from $15/250 mb to $34/30gb plans on the same day and reset billing day immediately. This is the first auto-payment cycle. Two went through and two didn't.

[Handy1]

@James0228  did you happen to have plan change scheduled for renewal by any chance ? Please submit ticket with support to fix . 

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