top-up due amount

[masami]

Hi, 

Just recently I have received  an email from you saying that I have to top-up my account to self-serve to reactivate my plan before May 3rd 2022.

Today I tried to top-up "due amount"

Then , I got a message "Unable to Process Transaction

Sorry, your credit card was declined by your card provider, so this purchase could not be completed. Contact your card provider for more information. Please note this can result when multiple payments are made too close together."

Then, I also tried topping up "Other" (desired amount), and pushed "submit". The software was not responding.

I contacted the Visa office and explained the situation.  I was told my new visa card was issued in Mar 2022. 

The new expiry date is 03/26.

Please update your record, then hopefully I can top up the due amount.

Please help me to rectify the problem.

Thank you ,

[esjliv]

@masami 

Too many failed attempts may have temporary put a lock on your account with Public Mobile. Best to wait over an hour before trying again. When you do, clear your browser's cache/cookies, or try a different browser. Even try opening a tab in incognito mode to see if that helps.

Then replace your card details. Go to your Payment TAB, go to the bottom, left corner to remove / update your card.

Make a manually payment equal to more to your amount owing.

Then reactivate.

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

[darlicious]

@masami 

You will have to choose "replace this card" and re-enter all of the info from your billing statement as before and then enter the new expiry date. Follow the method in the spoiler below and once the credit card is added log out/in and then try a $1 test payment. If you get the same message on your first and second attempt come back here and we can go over the tiny details you may have missed like using the full name on the card or dropping the suite/apt # all together.

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

[JL9]

We are customers like you. We don't have access to your account and we can't change anything on your behalf. However, we can lead you in the right direction and give you solutions for your issue. Once you update you card info you should be good to go o go although your first payment may have to be using the other option from the drop down menu 

[Spudster]

@masami

If you're in a pinch, you can purchase a public mobile payment voucher and add it via self serve or *611.

[computergeek541 · Accepted solution]

---

@masami wrote:

Hi, 

Just recently I have received  an email from you saying that I have to top-up my account to self-serve to reactivate my plan before May 3rd 2022.

Today I tried to top-up "due amount"

Then , I got a message "Unable to Process Transaction

Sorry, your credit card was declined by your card provider, so this purchase could not be completed. Contact your card provider for more information. Please note this can result when multiple payments are made too close together."

Then, I also tried topping up "Other" (desired amount), and pushed "submit". The software was not responding.

I contacted the Visa office and explained the situation.  I was told my new visa card was issued in Mar 2022. 

The new expiry date is 03/26.

Please update your record, then hopefully I can top up the due amount.

Please help me to rectify the problem.

Thank you ,

---

I'm going to assume that you never updated the expiry date yourself?  If you haven't, this is something that you'll have to do from with your Self Serve account using the Manage My Card option.  I do believe that Public Mobile participates in the program that some card issuers have to automatically update merchants about new cards.