topic Re: [Resolved] Issues Updating Credit Cards in Announcements

[Resolved] Issues Updating Credit Cards

J_PM — Mon, 04 Dec 2023 00:33:34 GMT

Hi Community,

We’re aware of an issue impacting some customers which is preventing them from updating their credit card details in My Account. Our team is actively investigating the issue.

If you are experiencing this issue please submit a ticket to our Customer Support Agents here or by messaging CS_Agent.

We will provide more updates as we have them.

-- Update as of December 3, 5:23pm ET --

This issue is still ongoing. In the meantime, if you need to update your payment information please follow these details:

Aviod updating your credit/debit card unless necessary (i.e. your renewal date is upcoming and card is expired)
If possible, top up with a voucher. Vouchers can be purchased at various retail locations or online via third-party sites (note that some sites may charge additional fees)
If you cannot use a voucher, please reach out to a Customer Support Agent here or by messaging CS_Agent for assistance

-- Update as of December 3, 7:33pm ET --

This issue has been resolved and payments & card updates should no longer be imapcted. If you are still experiencing issues with your card please note these details:

Log out of your account and relog in before updating your card
If you attempted to update the same card multiple times please try again tomorrow or today with a different card as there is a daily limit on update attempts for security purposes.
Make sure that your credit card postal code matches your phone number's area code
As always, please be sure that you are inputting the correct card details

Thanks,

The Public Mobile Team

Re: [Ongoing] Issues Updating Credit Cards

Kelly29 — Sun, 03 Dec 2023 21:50:01 GMT

i have had no service since this morning have been trying all day to add a new card to complete my payment .. I am about to go get another provider

Re: [Ongoing] Issues Updating Credit Cards

Lucrobi — Sun, 03 Dec 2023 21:54:43 GMT

It's not just updating that is the problem. Brand new customer also. I tried for an hour to get my father in law a new account and it wouldn't process payments... hope it's fixed by Tuesday... also, really not impressed with the speed of the new site since the revamping with the telus I'd stuff...

Re: [Ongoing] Issues Updating Credit Cards

hairbag1 — Sun, 03 Dec 2023 21:57:43 GMT

@Kelly29

the PM team are working on this known issue and will have it fixed asap. In the mean time, if you need to top up right away, consider an on-line payment provider such as muskbird.com. There's others but I think muskbird charges the least for the top-up. Giv'em a try and let us know what you think..others are quite happy with them.

Re: [Ongoing] Issues Updating Credit Cards

Kelly29 — Sun, 03 Dec 2023 21:59:34 GMT

I can do that with out their SIM card ?

Re: [Ongoing] Issues Updating Credit Cards

hairbag1 — Sun, 03 Dec 2023 22:06:10 GMT

@Kelly29

@Kelly29 wrote:
I can do that with out their SIM card ?

muckbird.com is an on-line payment method for you to top up you PM account right now rather than waiting to update your credit card info, as it appears the PM system is experiencing a temporary process upset. Once you successfully make payment, then your can get your PM service back in working order.

Once the PM techs repair the credit card issue...you can then update yours.

Re: [Ongoing] Issues Updating Credit Cards

statusquo — Sun, 03 Dec 2023 22:18:10 GMT

I hope Public mobile will also be fixing the problem of customers not being able to remove their payment cards without having to make such requests through customer support reps soon too @J_PM.

Re: [Ongoing] Issues Updating Credit Cards

LitlLdy — Sun, 03 Dec 2023 22:34:14 GMT

@statusquo wrote:
I hope Public mobile will also be fixing the problem of customers not being able to remove their payment cards without having to make such requests through customer support reps soon too @J_PM.

@statusquo , I agree! I don’t know why they took that option away from us! It just causes more work for CS_Agents due to they are the only ones allowed to remove Customers payment cards & more unnecessary wait time for Customers to get a response back from them to get it done!

Re: [Ongoing] Issues Updating Credit Cards

statusquo — Sun, 03 Dec 2023 22:40:12 GMT

Yes you are right @LitlLdy that this creates more work for support reps and unnecessary delays and frustration for customers needing to remove their cards from their account.

Re: [Ongoing] Issues Updating Credit Cards

Tiana_V — Sun, 03 Dec 2023 23:33:15 GMT

The issue has been resolved now. You should be able to set up your father-in-law's account today. 🙂

Re: [Resolved] Issues Updating Credit Cards

Kelly29 — Mon, 04 Dec 2023 00:13:13 GMT

It’s not resolved on my end still not processing my payment

Re: [Resolved] Issues Updating Credit Cards

mitesh — Mon, 04 Dec 2023 00:13:34 GMT

still not working for me!!

Re: [Ongoing] Issues Updating Credit Cards

Kelly29 — Mon, 04 Dec 2023 00:14:55 GMT

Still doing the same thing

Re: [Ongoing] Issues Updating Credit Cards

Tiana_V — Mon, 04 Dec 2023 00:21:26 GMT

Thank you for flagging - I am taking back to the team.

Re: [Resolved] Issues Updating Credit Cards

BeejNasty — Mon, 04 Dec 2023 02:25:00 GMT

Why do my # area code and CC postal code need to match? I no longer live in the same area where I got my phone number...

Re: [Resolved] Issues Updating Credit Cards

computergeek541 — Mon, 04 Dec 2023 02:34:30 GMT

@BeejNasty wrote:
Why do my # area code and CC postal code need to match? I no longer live in the same area where I got my phone number...

There's no link between your phone number's area code and the psotal code being used for payment. The postal code provided in the payment area only needs to match the postal code that is linked to the credit card.

Re: [Resolved] Issues Updating Credit Cards

BeejNasty — Mon, 04 Dec 2023 02:48:57 GMT

Log out of your account and relog in before updating your card
If you attempted to update the same card multiple times please try again tomorrow or today with a different card as there is a daily limit on update attempts for security purposes.
Make sure that your credit card postal code matches your phone number's area code
As always, please be sure that you are inputting the correct card details

Re: [Resolved] Issues Updating Credit Cards

computergeek541 — Mon, 04 Dec 2023 02:53:56 GMT

@BeejNasty wrote:
Log out of your account and relog in before updating your card
If you attempted to update the same card multiple times please try again tomorrow or today with a different card as there is a daily limit on update attempts for security purposes.
Make sure that your credit card postal code matches your phone number's area code
As always, please be sure that you are inputting the correct card details

A phone nubmer doesn't even have a postal code associated with it. As I said earlier, there's no link between the two. Someone can have a phone nubmer from any of the cities available to Public Mobile. It makes no difference when it comes to the postal code used for credit card payments as that postal code only needs to match the postal code asssociated with that credit card's billing address.

Re: [Resolved] Issues Updating Credit Cards

BeejNasty — Mon, 04 Dec 2023 02:57:23 GMT

Oh I get what your saying, it makes absolutely no sense, it also makes no sense why I can't update my credit card so I thought there may have been something to it.

Re: [Resolved] Issues Updating Credit Cards

montem — Mon, 04 Dec 2023 05:38:30 GMT

Why did people upload their credit card to their account? There is always a risk of security breach. Of course it would be considered if Public Mobile gave an incentive for uploading credit cards.