help

[Goodlife062404]

my old CC expired and I updated my account with my new card. however when I go to pay it wont process for some reason. can someone help me ASAP

[Handy1]

@Goodlife062404  Oh so your phone not even active ? So another option would be to get payment vouchers and make top up *611 get services up and running again . And worry about updating credit card info later 

[Chalupa_Batman]

I hear you. How about this. Wait just a little over 1 hour... say 1 hour and 15 minutes. Try again making the payment again via the app. However, totally close the app if you can. Maybe even clear the app cache might be an idea. If that doesn't work, then as per below, contact a CS Agent to assist you further. 

[Goodlife062404]

no, did not move. yes its the same address/ same name on card, same everything. yes my service is cut because the payment did not go through. I cannot wait a month and with no service ? lol.......

[Handy1]

@Goodlife062404  To many failed attempts and you will need to wait a full hour before trying again . Or as earlier suggested you can get support to help also .

[Chalupa_Batman]

OK. So. Did you move recently? Does the address on the credit card match the address you have on profile? Also, is your phone service not working the reason you're making this payment? If you're service is working, perhaps just wait until the renewal date comes and takes it automatically?

[Goodlife062404]

it keeps saying this

[Goodlife062404]

I tried both, none seem to be working. I added my new CC info and it saved, but when I tap pay now it says there was an error processing payment. its a new card I've been using so it should work

[JRod]

@Goodlife062404 

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages it on mobile).

If you are in a big rush and worried that your account is going to lose service you can purchase a voucher from a Shoppers or Gas station or an online one from a company like Muskbird in order to get money on your account. 

[Handy1]

@Goodlife062404  Use this direct link to support to help you update it 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[Chalupa_Batman · Accepted solution]

If you are using your PC to do this, go to your browser settings and clear the cache, close and re open browser and try again. This site is known for cache issues.

You can also try the app.