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Mdissa25
Great Neighbour / Super Voisin

Re: autopay not working?

I had my phone services over 2 year time period and my monthly phone bill is automatically paid through my TD VISA card. Today is July 23, 2021 and I cannot make any calls since my account is not paid. I do not know why this is the case.

Please let me know how to resolve this issue.


Accepted Solutions
esjliv
Mayor / Maire

Re: autopay not working?


@Mdissa25 wrote:

I had my phone services over 2 year time period and my monthly phone bill is automatically paid through my TD VISA card. Today is July 23, 2021 and I cannot make any calls since my account is not paid. I do not know why this is the case.

Please let me know how to resolve this issue.


Hello @Mdissa25 if the credit card registered to your account is not expired, you should be able to call 611 to make a payment.

Check your Self Serve account to see the status of your account.

 

If this was an Autopay failure, unfortunately, they can happen. Once your services are working again, I would let the Moderator know of the failure.

 

Contact Moderators by either of these 2 methods:

https://www.publicmobile.ca/en/ns/get-help/articles/contact-a-moderator

 

View solution in original post


All Replies

Re: autopay not working?


@Mdissa25 wrote:

I had my phone services over 2 year time period and my monthly phone bill is automatically paid through my TD VISA card. Today is July 23, 2021 and I cannot make any calls since my account is not paid. I do not know why this is the case.

Please let me know how to resolve this issue.


To get your service working again, you will need to make a manual payment either using your credit card or using a voucher.

esjliv
Mayor / Maire

Re: autopay not working?


@Mdissa25 wrote:

I had my phone services over 2 year time period and my monthly phone bill is automatically paid through my TD VISA card. Today is July 23, 2021 and I cannot make any calls since my account is not paid. I do not know why this is the case.

Please let me know how to resolve this issue.


Hello @Mdissa25 if the credit card registered to your account is not expired, you should be able to call 611 to make a payment.

Check your Self Serve account to see the status of your account.

 

If this was an Autopay failure, unfortunately, they can happen. Once your services are working again, I would let the Moderator know of the failure.

 

Contact Moderators by either of these 2 methods:

https://www.publicmobile.ca/en/ns/get-help/articles/contact-a-moderator

 

View solution in original post

S--S
Mayor / Maire

Re: autopay not working?

@Mdissa25 

you can try to Remove your credit card and Logout and after 2 minutes log in

to re entered.

 

Update Or Remove Your Payment Card

To update or remove your credit or Visa debit card details, sign in to  Self-Serve.  Once signed in, click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here, you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..Remember, we accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S. If you are using a payment card, leave the apartment/suite number in the payment information section blank.

 

and do rebooting your phone take your SIM card out and waiting for a 2 minute and put it back and turn on -This one is quick and simple.

 

what is mean for Rebooting the phone means to turn off your phone and turn it back on again.

 

Good Luck

darlicious
Mayor / Maire

Re: autopay not working?

Spoiler

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

 

  1. Reboot your device.
  2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
  3. Choose replace card rather than remove card.
  4. Copy your address from your billing statement.
  5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
  6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
  7. USE ALL CAPS if necessary.
  8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

 

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

 

 

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot

@Mdissa25 

To make a credit card payment thru 611 you must know your 4 digit account #. Vouchers do not require an account pin #.

 

You may find the spoiler helpful....

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