my voucher said it worked and didnt. do i really lose $40? someone please help! sendin me in circles

[brucebanner420]

pre-existing $14.00 + new $40.00 voucher = payment reactivatedBack to square one... Same message.. going in circles here..

[maximum_gato]

@brucebanner420 

Any luck yet? If you initially tried adding the voucher via 611 and made an imput error twice then you will continue to get the $0 reciept issue. You must wait out one full hour from your last attempt to try adding the voucher again. You only get 2 tries total whether it's via 611 or self serve.

Vouchers also have a "fraud alert" lock out similar to credit cards. While the general rule for credit cards at pm is 5 attempts before recieving a 24 hour lock out (or contact customer support to lift it) there was no definitive # of tries given for vouchers.

I recommend the next attempt to be via 611 as this will automatically reactivate your account and both verbally confirm and send you a text via 611 confirming you have successfully added funds to your account. You just can't download a reciept using this method.

If the first attempt fails and you have waited out the full hour then your account has been flagged with a fraud alert and you will have to contact customer support to lift it before adding the voucher. No issues logging into self serve currently.

[brucebanner420]

yes services are not working 

[softech · Accepted solution]

@brucebanner420 at the stage where it asks you for validation, you have a choice of using My Account login or 4 digits PIN, choose the PIN if you remember the PIN

if you forgot the pin , use Method 2 to direct message them instead

[dust2dust]

I don't know. I might have to retract that thought as pointed out by softech. Is that 5954 the last 4 digits of the PIN# of your voucher?

Have you since restarted the phone? I have seen that suspended notice stay up longer than it should but services were working. You're saying services are not working.

[brucebanner420]

it says error logging in when i try to log in

[LitlLdy]

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@brucebanner420 wrote:

i think the $14 is a coincidence. i often leave a balance from the month before . somtimes ill buy a $40 + a $20. 
i remember calling before i bought the $40 and it also said i had a balance of $14.00 prior to trying to add the new $40.00 voucher (which it wouldnt let me over the phone) so i had to get into my online account and try from there .. which again it accepts my voucher gives me a receipt and invoice and then pretends like nothing happened .. 

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@brucebanner420 , I’m so sorry , I can feel your frustration & stress! I know how frustrating it can be!

Please use @softech  instructions to create a support ticket & ask CSA to fix it. You need working phone service. Please make sure to send them proof of payment & receipt!

Edit: This time of night they’re usually doing maintenance to the site which can make it difficult to sign into accounts to make changes, payments & so on!

[brucebanner420]

that sounds like it might make sense because i entered it wrong a few times first so maybe it got locked out? so what happens then?

[brucebanner420]

i think the $14 is a coincidence. i often leave a balance from the month before . somtimes ill buy a $40 + a $20. 
i remember calling before i bought the $40 and it also said i had a balance of $14.00 prior to trying to add the new $40.00 voucher (which it wouldnt let me over the phone) so i had to get into my online account and try from there .. which again it accepts my voucher gives me a receipt and invoice and then pretends like nothing happened .. 

[softech]

@brucebanner420   you posted a receipt already, didn't you?

So, you called *611 as advised above and it still tell you account suspended?

at this point, keep the receipt (screenshot), open ticket with PM support and see what they say.  And honest, you likley won't get a reply until tomorrow.  But open now, you never know

1. Please open ticket via Chatbot (requires access to My Account): click this  Chatbot Ticket Link 

Then click "Click here to submit a ticket ↗" to open the ticket submission page
Next, enter your Community login, then enter your question.  Finally use My Account login or 4 digits PIN to validate.

2. If you have trouble with Chatbot or you don't have access to My Account: 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 to you there

[dust2dust]

I think it's still a thing that attempting multiple submissions of the voucher can get kind of locked out. So you have to wait about an hour or ask support. Are you using the 12 digit set of numbers identified as PIN# and does the voucher say Public Mobile on it or something else?

[brucebanner420]

nothing shows up in my payment history , yet i have downloaed the reciept multiple times. should i post it? it looks like it has confidential numbers on it or something

[brucebanner420]

my services are not working, i has $14.00 to start yes carry over from the month before i suppose, the new voucher is a $40.00 top of from shoppers the same one i get every month. my services are suspeded right now and have been all day starting today. this is one of the biggest weeks of my life and i dont have access to my phone i am freaking out. i have alot of people depending on me .  when i dial 611 it says that the service is temp suspended and to make payment etc. when i enter the voucher it says sorry we are not able to process this request and if i need further assistance i can go online... and endless cycle .. ive tried everything ..

[LitlLdy]

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@dust2dust wrote:

Are your services working? So you said you had $14 to start. You changed your plan and added $40. That would leave the original $14 untouched.

If you dial 611 what does it say for a balance and what does it say for your next renewal?

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@dust2dust , that’s my thoughts also! $54 - $40 = $14

Account should show activated! Unless it’s messed up again! The joy of public mobile!

Edit: I’m such a slow typer! 🙄

[softech]

@brucebanner420   you had $14 to start with, you add $40 , becomes $54 , then $40 used for renewal and you left with $14, it is ok

Important thing, after using Incognito mode, does it show status Active?

Go to payment page https://selfserve.publicmobile.ca/en/account/payment/payment-history

What are showing there?  can you post screenshot of that?

[dust2dust]

Are your services working? So you said you had $14 to start. You changed your plan and added $40. That would leave the original $14 untouched.

If you dial 611 what does it say for a balance and what does it say for your next renewal?

[brucebanner420]

ok i useed incognito mode like you said and the available balance still says $14.00 . every time use the voucher it gives me an receipt and then doesnt give me my credit . i can post the receipt 

[softech]

@brucebanner420 

no worry.  It could be just browser cache and you are seeing some old info.

please login My Account again using Incognito mode.  Then check Available fund, is it showing $0 or $40 or $14?  Check Account status, active or suspended?

then check Payment history and see if it shows you loaded $40 and how it used it.

[brucebanner420]

its been all day doing this so i know its not the 30 mins.