credit card is declined?

[argon007]

When I wanted to pay public mobile fees and enter the information of my credit card info. 

i get the error: 

What should I do? I have entered my current home address as my credit card information.

[darlicious]

@frankrbond 

Try to add the test card info I sent you if it does work then we know the issue lies with your card.  If it doesn't work then I will send you a second card to test that has no address associated to the card. If it doesn't work I have a third card that I can send to test with a legitimate address that you can enter that is associated to the card but is a random address of someone and that will determine if your address is the issue.

You have a couple of days til renewal so we can save your $2 autopay reward and you can consider getting a koho card to register for autopay and that will also earn you a minimum 2.5% cashback.

[softech]

@barrascuk yup.. i have updated my original post a bit to clarify that point

[barrascuk]

@softech Do keep in mind no credit card...no auto pay. 

[softech]

@frankrbond , since you have 2 or 3 more days.. there is a chance you can sort it out and you still get back the $2 Autopay discount

back to $25 plan example.  You now have a voucher worth $25.   If you enable Autopay before the payment due day, you will only owe $23.  When you apply the $25 voucher to the system, $23 will be used for renewal and they will put the $2 as Available Fund for next month.

[EDIT.. I meant if you successfully setup credit card and enable Autopay before payment due date...]

[frankrbond]

Okay. Thanks for the clarification.

[softech]

@frankrbond  no double taxing..

let say you have $25 plan.  If you pay online via My Account , they will charge $25 + GST on your credit card.

if you bought the voucher, you paid $25 +gst at retail.. then you apply on your account and it is worth $25.  In this case, PM will NOT add GST in this case because you are paying by voucher

[barrascuk]

@frankrbond 

Did you try a different browser?

[frankrbond]

It's supposed two renew on Aug 7. I have to go to work now so I'll look at it tomorrow.

[frankrbond]

That's right. I pay it twice. Once with public Mobile and also when I buy the voucher. Double taxation.

[darlicious]

@frankrbond 

Have you had renewal occur yet? I can at least try and save you your reward and we can test your autopay. I will send you a private message.

[softech]

---

@frankrbond wrote:

I've tried all these things. The input form seems to be corrupted somehow. Although I was using the same CC before with the exact same address etc, it doesn't accept it now with a new expiry date although the problem is somewhere in the address and postal code. I've had the moderators try inputting the data and they can't do it successfully either. 

I ended up buying vouchers for this renewal. I had to pay extra GST and I lose my autopay credit. 

I can honestly say Public Mobile is incompetent at best. This situation has been going on for over a month. I thought that might be enough time for them to solve it but apparently it wasn't.

---

@frankrbond you are paying GST even with Autopay or pay via My Account online.  PM might be showing Amount due $25, but if you check credit card, they charge you tax on top.   PM just taking the easy route for now showing  tax on My Account.  So, you didn't lose extra GST for paying the way you did

For Autopay, as long as there is a valid credit card on the system and Autopay is enabled, you get the $2 off even you are paying via voucher.   But in your case, Autopay might not be enabled as you might not have a valid CC on the system.  

Since mod has been working with you , push them for a solution to put the card on the file.  Or get them to put in a second card if you have one

[frankrbond]

I've tried all these things. The input form seems to be corrupted somehow. Although I was using the same CC before with the exact same address etc, it doesn't accept it now with a new expiry date although the problem is somewhere in the address and postal code. I've had the moderators try inputting the data and they can't do it successfully either. 

I ended up buying vouchers for this renewal. I had to pay extra GST and I lose my autopay credit. 

I can honestly say Public Mobile is incompetent at best. This situation has been going on for over a month. I thought that might be enough time for them to solve it but apparently it wasn't.

[darlicious]

@frankrbond 

Check your official Canada Post address and compare it to your cards billing address it can be the slightest thing.....as an example of my address.....

• 101-123 1ST AVE W
• MY CITY
• MY PROVINCE
• X0X0X0 do not use a space but if there is one you may have to drop the last digit X0X 0X
• ARE YOU USING ALL CAPS IF YOUR STATEMENT IS?
• Middle name?
• Do not autofill. Type each letter or digit.
• Don't make more than two attempts per hour. Wait an entire 60 minutes before trying again and no more than 4 times per 24 hours with the same card or its fraud locked.

If you still have trouble private message me and I will give you a test card to try.

[frankrbond]

I've been trying to get the "Credit Card declined" issue solved for a month now. It hasn't been corrected despite many attempts by myself and the moderators. There is an error in their form that rejects the address and postal code. I've checked with the bank and the attempts to use the card have been approved by them but not by Public Mobile. It's now become a useless loop of a new moderator asking me the same questions the last moderator asked. Then they send a support ticket in. I've tried different credit cards as well, same result. 

[argon007]

They have replied me:

the full address on the account doesn’t match with the address the credit card is registered to/ or with the credit bureau the money will not go through to renew your plan and this can happen certainly not all the time, but we've had cases with customers who just replaced their credit cards and the system wouldn't allow the funds to be taken out to reactivate the plan! 😞

---

When you have any payment problem related to this (full address on the account doesn't match with the address the credit card is registered, like the suite number), you just privately message Public Mobile Moderator, and they will help you. Don't be shy. because this platform (community) can help you.

[argon007]

I have coordinated this problem with Public Mobile Team and this case has been solved today. 

They have not explained this problem and I have tried my credit card and it is accepted.

I will edit or reply when they have explained this problem to me.

Thank you for helping. Without your community, I can't solve this problem.

[argon007]

Thank you so much! I got it now. I went to the booth at Richmond Centre and pay the voucher. I hope this problem can be solved at a later time.

[kb_mv]

---

@dabr wrote:

---

@argon007 wrote:

Thank you for solution.

I got the text message from public mobile, and it said something went wrong when trying to process my Auto Pay renewal. 

I have tried to pay this morning in Vancouver time, the CC was declined. 

I don't think it is my CC problem. I know there is no apt field to fill, make sure that postal code is no space, and I went to Richmond Centre to pay it today.

---

@argon007   If you need to make a payment urgently, then you can purchase a voucher form many retailers/gas/convenience stores, inc. London Drugs/Superstore and add your payment voucher via the self serve or by dialing 611 and entering the voucher PIN.

---

@argon007 To add to the reply by @dabr above, a lot of regulars go in a few days ahead of time and make a manual payment (voucher or CC on file) to make sure there is the required amount in "available funds" prior to the renewal process happening. You still get the autopay discount but it buys some peace of mind. Any glitches with the CC and you have time to fix it with a voucher or different card.

[dabr · Accepted solution]

---

@argon007 wrote:

Thank you for solution.

I got the text message from public mobile, and it said something went wrong when trying to process my Auto Pay renewal. 

I have tried to pay this morning in Vancouver time, the CC was declined. 

I don't think it is my CC problem. I know there is no apt field to fill, make sure that postal code is no space, and I went to Richmond Centre to pay it today.

---

@argon007   If you need to make a payment urgently, then you can purchase a voucher form many retailers/gas/convenience stores, inc. London Drugs/Superstore and add your payment voucher via the self serve or by dialing 611 and entering the voucher PIN.

[argon007]

Thank you for solution.

I got the text message from public mobile, and it said something went wrong when trying to process my Auto Pay renewal. 

I have tried to pay this morning in Vancouver time, the CC was declined. 

I don't think it is my CC problem. I know there is no apt field to fill, make sure that postal code is no space, and I went to Richmond Centre to pay it today.

[dabr]

---

@Triguy wrote:

If you are using a payment card, leave the apartment/suite number in the payment information section blank.

---

@Triguy   Apparently the apt # field is no longer on the registration form.

[HALIMACS]

If the card is good, did you wait the FULL hour before re-trying?

Please do that, and in the Postal Code field, do NOT put any spaces.

[Triguy]

If you are using a payment card, leave the apartment/suite number in the payment information section blank.

[dabr]

---

@argon007 wrote:

Thank you so much, but I have tried the incognito mode, it is still the same.

---

@argon007   If you're filling in the registration form to add your CC to your account, make sure the name/address match exactly as on your CC statement.  Also leave no spacing for the postal code.  Still a good idea to always use incognito mode or a different browser after clearing all cookies.

[argon007]

Thank you so much, but I have tried the incognito mode, it is still the same.

[HALIMACS]

Hi @argon007 

Make sure your credit card is active - check to make sure there's no problem with the card.

If so, then, wait an hour, clear cache and cookies, open an incognito tab, then try again.