unable to process payment

[LeslieSayers]

i am wondering if anyone has a solution to my issue, it keeps saying unable to process payment but its the same card i used last time with no issue i have called the bank and my card is fine there is more than enough in my account but it still wont process

[chrisdavies]

Make sure to clear your history and just login in again, try deleting and then input your credit card payment again, site can be glitchy sometimes, and just double check and have the eye symbol on so you can see what you type in there.

[Kernal]

I had a similar problem. My account was suspended even though I was on autopay. I checked with my credit card company because a payment had already been made in previous months. My new credit card (from 3 months ago) had a grace period. I had to do the following:

go to [Make a Payment]

select Manage credit or Visa Debit Card

Select Remove this credit card

and re-enter the new card as though I was starting over. 

Then select make a payment, and all was well.

[Luddite]

@LeslieSayers If you have autopay with a valid card, or paid in full, but have no service, you likely need assistance from the moderators.

To get a ticket click https://publicmobile.ca.ada.support/chat/ and enter your question into SIMon.  Invent prompts until you get to the Contact Us button, click it and a Submit Ticket button should appear. Click it then login and pick the topic, if needed, from the drop down menu. To confirm your ticket has been submitted, check the SENT box in your private messages; click the small envelope beside your avatar at top right on your screen.

• If you encounter problems submitting a ticket, you can send a private message to Moderators here https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437, but this alternative method may have longer response time.

Others will have some suggestions you may try while awaiting response from the moderators. If you have tried several times, PM may have locked out your card; in which case you definitely need moderator assistance.

Hang in there, this issue always gets resolved.

[gblackma]

@LeslieSayers clear your browser history,  go to private/ incognito mode and try one last time to process your payment.  If it fails, your card may be locked for attempts. Contact the moderators and ask them to apply payment for you and to reactivate your service if necessary.  There are 2 ways to contact the Moderator Team:

• Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe. 

[computergeek541]

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@LeslieSayers wrote:

i am wondering if anyone has a solution to my issue, it keeps saying unable to process payment but its the same card i used last time with no issue i have called the bank and my card is fine there is more than enough in my account but it still wont process

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Strange things sometimes happen. If you're tried multiple times, Public Mobile may have locked out your credit card from being used here. I would check with the moderators by opening a ticket at https://publicmobile.ca.ada.support/chat .

[LeslieSayers]

i have re-entered my card a few times

[gpixel · Accepted solution]

@LeslieSayers did you receive a new expiry date? you may need to update your card details

contact customer support mods if it's still not working

type "payment issue"

(use the chat bubble options, then click "submit a ticket, click me" option)
https://publicmobile.ca.ada.support/chat/

make sure to check your inbox(top right corner envelope icon) periodically, for a response