topping up my phone

[lewisa]

hello i purchased a 20 dollar top up card but it does not work

when I checked the account it says it is on hold

[darlicious]

@lewisa  Check your voucher against the ones in the following link to see if it matches any there and you can follow the advice there in....its easiest to load your voucher via 611. After dialing press ( 1 ) then ( 1 ) again and enter the 12 digit voucher # ( sometimes pin # or redemption #).

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/Voucher-Catalogue/m-p/479165#...

[mimmo]

@lewisa  are there multiple 12 digit numbers on the voucher receipt? If yes try the various numbers.

Also you can try entering the voucher code via 611 or vice versa 

@

[geopublic]

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@lewisa wrote:

hello i purchased a 20 dollar top up card but it does not work

when I checked the account it says it is on hold

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@lewisa  If the voucher was added then it would be reported under you balance when dialing *611 or online via selfserve.

If the amount hasn't been added to your balance then keep trying to add it every hour or so and it will eventually work.

[Staliger]

@lewisa Voucher becomes active after up to 24 hours. You can use your credit/debit card through self-service account or calling 611 to top up your account.

[iliketotalk]

@lewisa Hi do you mean your account is on hold or your voucher? Have you tried dialling *611 does it say your account is active if it does try and put in your voucher there

[gblackma]

@lewisa I'm confused, what's on hold? Thanks. Welcome to the community.  Stay safe. 

[JoyLuck]

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@lewisa wrote:

hello i purchased a 20 dollar top up card but it does not work

when I checked the account it says it is on hold

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Sometimes it takes up to 24 hours for the voucher to become active. When did you purchase it? Are you adding the voucher by self service or dialing 611.

If you are using self service make sure you clear your history/cache and then open a new browser in incognito/private mode.