payment issue with voucher

[normanbrent]

I purchased 2 $10 vouchers, one was taken and the second won't process so my account s still suspended.

HELP PLEASE!

[esjliv]

@normanbrent - try through both My Account and also by calling 611. If still, doesn't work, wait one hour before you try again.

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[softech · Accepted solution]

@normanbrent   you bought both voucher at the same time from the same store? which store you got it from and when you got it? Vouchers from some stores could have a 24 hours wait time and cannot be loaded immediately

Did you load via *611 or My Account?  If possible, try both ways and see if you can load the voucher

If you got both voucher from the same store, same time, and still unable to load the 2nd one , maybe you need to open ticket with PM support and have them to confirm

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

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