cannot make a payment, no matter what I do (“unable to verify credit card”).

[darlicious]

@Dunrobinjohn 

Or if you want to go the voucher route then purchasing them from Shell stations, 7/11, SDM or London Drugs ensure that they are immediately valid and can be loaded onto account via 611. Dial 611 and once connected press (1) then (1) again and enter the 12 digit pin code. More mrmber contributed info can be found here...

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Voucher-Catalogue/m-p/479165#...

[darlicious]

@Dunrobinjohn 

Try this....

Spoiler

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot

Or this...

Spoiler

Spoiler

Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:

1. Full name and address on account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

 If you cannot remember your pin # include at least three of the following:

1. Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses today. Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the moderators. Responding promptly will speed up service times.

Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

To send a private message to the moderators click below:

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

[Anonymous]

 @Dunrobinjohn : Yes. Go to recharge.com and buy a voucher and redeem it in the 611 service. Get your services going. Then figure out the payment card. Directly messaging the moderators is not the same as a ticket. You will need to go through all the back and forth verification.

Edit: I just typed in "unable to verify credit card" and went along with the continue buttons and contact moderator ended up with the ticket. Then you need to use your community login and then you could use your self-serve login to verify.

[hTideGnow]

@Dunrobinjohn 

"ticket not working"  ? you meant you can't open ticket?

Try to open ticket by direct messaging the Mod 

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

[Dunrobinjohn]

thx, still not working. Ticket not working either. Voucher option maybe, 

[Triguy]

Here’s when and how to contact the Moderator Team:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

[Dunrobinjohn]

thx, still not working. Ticket not working either

[hTideGnow]

@Dunrobinjohn  some tips when filling out CC info

When filling in the information
a. avoid autofill
b. If address/name your credit card statement is in ALL CAPS then follow it with All CAP.
c. Do not use the apt/unit box. Leave it blank.
If you have a suite #, add it to your street address instead.
When you fill out the street address, following Canada Post address if there is a discrepancy.
You might use the billing address on your second attempt if necessary.
Example: 101-1234 ABCD AVE E , City , PROV , CANADA , X0X0X0
d. Do not use a space in the postal code. If it fails the first time, you might want to try X0X 0X (drop the last digit due to space)
e. Make sure you use the full name on the card.

Also try  Submit the credit card/address without a payment attached to have it register.

[Dunkman]

@Dunrobinjohn 

The payment system is finicky at times.  Try again in one hour.  Clear cache, different web browser or incognito mode.  Make sure that the address exactly matches your credit card billing address. 

If you need service right away, you can purchase a payment voucher in store or online (recharge.com - service fee applies) and then activate your account asap.  Then sort out the credit card problem later.