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pamtara
Good Citizen / Bon Citoyen

My account is suspended as credit card on autopay is not in use. New card not going thru.

Can someone help me please.  I have a new card and my account is suspended on autopay with old card. I tried to replace card on system and it did not work, then I tried to delete old card and register for autopay with new card and the system not accepting the new card.  Please help!  Thanks.

S--S
Mayor / Maire

Re: My account is suspended as credit card on autopay is not in use. New card not going thru.

@pamtara 

you need to Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice Service Team they will help you 100%.

 

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

  • 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 Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
    Click here to submit a ticket↗↗.

 

  • or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
  • please include in your message,
  • phone number,
  • account 4 digit pin,
  • Email address,

 

  • Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  • During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
    • Monday to Sunday: 6 AM to 10 PM EST
    • Note: For public mobile No Support by phone call or Email.. only by CS_Agentprivate message..

    Check your private message inbox (click on the envelope top right of your screen)

         Good Luck.

dabr
Mayor / Maire

Re: My account is suspended as credit card on autopay is not in use. New card not going thru.


@pamtara wrote:

Can someone help me please.  I have a new card and my account is suspended on autopay with old card. I tried to replace card on system and it did not work, then I tried to delete old card and register for autopay with new card and the system not accepting the new card.  Please help!  Thanks.


@pamtara    Clear your cache/cookies and use privacy/incognito mode, or even a different clean browser when trying to replace or add a new card.

pamtara
Good Citizen / Bon Citoyen

Re: My account is suspended as credit card on autopay is not in use. New card not going thru.

Will try that method of using new browser.  Thanks.

t_p
Town Hero / Héro de la Ville

Re: My account is suspended as credit card on autopay is not in use. New card not going thru.


@pamtara wrote:

Can someone help me please.  I have a new card and my account is suspended on autopay with old card. I tried to replace card on system and it did not work, then I tried to delete old card and register for autopay with new card and the system not accepting the new card.  Please help!  Thanks.


@pamtara 

Try a browser in incognito mode and if still stuck, don't try more than a couple of times . Wait for ~30 minutes  before trying again.

If the system has really acted up then open a ticket with CS for help:

https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue [Payment or promo] > "Click here to submit a ticket↗"

S--S
Mayor / Maire

Re: My account is suspended as credit card on autopay is not in use. New card not going thru.

@pamtara 

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

 

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

 

*just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

pamtara
Good Citizen / Bon Citoyen

Re: My account is suspended as credit card on autopay is not in use. New card not going thru.

Will try. Thanks.

pamtara
Good Citizen / Bon Citoyen

Re: My account is suspended as credit card on autopay is not in use. New card not going thru.

Hi,

I am getting the issue resolved.  Thanks for the tips.

dabr
Mayor / Maire

Re: My account is suspended as credit card on autopay is not in use. New card not going thru.


@pamtara wrote:

Hi,

I am getting the issue resolved.  Thanks for the tips.


@pamtara    Are you saying you've still not been able to add another CC to your account since your first post?   Are still without phone service too? 

 

You could go purchase a voucher from a gas/convenience store or a retailer like London Drugs, SDM or Walmart and use the 611 service to load the funds for now. 

 

That should give you your phone service back until PM has managed to resolve the payment card issue for you.

 

 

pamtara
Good Citizen / Bon Citoyen

Re: My account is suspended as credit card on autopay is not in use. New card not going thru.

Thank you.  I got my account back.

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