topic Re: Sorry we are unable to verify your credit card information in Get Support

Sorry we are unable to verify your credit card information

redwheeler — Wed, 05 Jan 2022 07:15:32 GMT

I was wondering if anyone has found a solution to the following problem...

STEPS TO REPRODUCE:

-- Log into My Account

-- Click "Payment"

-- Click "Manage My Card"

-- Click "Replace this credit card"

-- Fill out the information on the form

-- Hit "Register"

ACTUAL BEHAVIOUR:

Error message received: "Unable to process transaction. Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged."

EXPECTED BEHAVIOUR:

Request is processed

WHAT I'VE TRIED:

-- A different credit card (this works, but is not my preferred card)

-- Contacting the credit card company (they say everything's fine on their end)

-- Ensuring the address exactly matches my credit card file. I can change my credit card address online on MBNA's website, and tried the following permutations (I changed the numbers and name of the address examples):

1. MBNA Website = 1234 SILVER AVE STE 123

PM Form Variations (seperated by commas) = 1234 SILVER AVE STE 123, 1234 SILVER AVE, 1234 SILVER AVE (123 in the Apt# box)

2. MBNA Website = 123 - 1234 SILVER AVE

PM Form Variations (seperated by commas) = 123 - 1234 SILVER AVE, 1234 SILVER AVE (123 in the Apt# box)

3. MBNA Website = 1234 SILVER AVE (303 on second line)

PM Form Variations (seperated by commas) = 1234 SILVER AVE, 1234 SILVER AVE (123 in Apt# box)

SOME OTHER INFORMATION:

The credit card worked upon activation for my two lines and I was charged the appropriate amount for each, but when I tried to purchase an add-on, I got the message above. So, I removed the card in an attempt to re-enter the information and now I can't get it back on the account.

Any ideas or success stories, I'm all ears. Thanks a lot in advance and I'll basically try anything to get this card working. For my name, city, card number, and CVV2, I have, of course, ensured that it exactly matches the card.

Unable to Process Transaction. Sorry, we are unable to verify your credit card information...

redwheeler — Wed, 05 Jan 2022 07:15:27 GMT

I was wondering if anyone has found a solution to the following problem...

STEPS TO REPRODUCE:

-- Log into My Account

-- Click "Payment"

-- Click "Manage My Card"

-- Click "Replace this credit card"

-- Fill out the information on the form

-- Hit "Register"

ACTUAL BEHAVIOUR:

Error message received: "Unable to Process Transaction
Sorry, we are unable to verify your credit card information, so this purchase could not be completed. Your credit card has not been charged."

EXPECTED BEHAVIOUR:

Request is processed

WHAT I'VE TRIED:

-- A different credit card (this works, but is not my preferred card)

-- Contacting the credit card company (they say everything's fine on their end)

1. MBNA Website = 1234 SILVER AVE STE 123

PM Form Variations (seperated by commas) = 1234 SILVER AVE STE 123, 1234 SILVER AVE, 1234 SILVER AVE (123 in the Apt# box)

2. MBNA Website = 123 - 1234 SILVER AVE

PM Form Variations (seperated by commas) = 123 - 1234 SILVER AVE, 1234 SILVER AVE (123 in the Apt# box)

3. MBNA Website = 1234 SILVER AVE (303 on second line)

PM Form Variations (seperated by commas) = 1234 SILVER AVE, 1234 SILVER AVE (123 in Apt# box)

SOME OTHER INFORMATION:

Re: Sorry we are unable to verify your credit card information

thedon — Fri, 23 Jun 2017 05:13:09 GMT

Make sure your MBNA registered postal code doesn't have a space in it. The public mobile website doesn't let you add any spaces in the postal code. That's what gave me problems when I was registering my amex card

Re: Sorry we are unable to verify your credit card information

redwheeler — Fri, 23 Jun 2017 05:27:14 GMT

Thanks, Thedon,

That might be the problem. Unfortunately, on my credit card company's website, the space is added in when I leave it out. There's no way to keep it removed permanently.

I did try changing the maxlength limit on the Public Mobile form so that there was room to add the space in there (reasoning being instead of removing the space on the credit card site, I could add it on the Public Mobile site). That part worked but I still got the same error upon submission.

Thanks, Thedon, for trying to help me. If anyone else has some bright ideas, I'll give those a try, too.

Re: Sorry we are unable to verify your credit card information

SD08 — Fri, 23 Jun 2017 05:45:12 GMT

When the billing system rejects your credit card, sometimes trying the following works:
-clear your browser cookies/cache

-use a different browser (I've heard Safari has had good success)
-use private/incognito browsing mode
-turn off ad/pop-up blockers
-use a different device (tablet, desktop, etc)

Re: Sorry we are unable to verify your credit card information

70challenger — Fri, 23 Jun 2017 06:20:14 GMT

Same problem with me and I am really annoyed by the suggestions that you need to clear your cache, try different browsers, run out on your front lawn and do circles, etc...I appreciate the help from users. I don't understand how this is a difficult thing for a company to leave unfixed?

Re: Sorry we are unable to verify your credit card information

redwheeler — Fri, 23 Jun 2017 14:44:32 GMT

Thanks SD08,

Incognito mode in Chrome was one of the first things I tried. Following your advice, I tried Chrome, Firefox, and Edge, as well. I also tried the process on a different device. Always the same message.

BTW, I also tried running out to my front lawn and doing circles as 70challenger mentioned. Surprisingly, it didn't work, either. I echo his comments that I'm grateful for any help folks can give and appreciate you all trying. Getting customers via a smooth activation process (had no problems at all with Rogers) and taking their money through a smooth payment process (had no problems at around 50 online vendors with this credit card) are both, I would say, extremely important factors in acquiring customers. I'm sorry to see that Public Mobile is having trouble with both. I'd love to see the company succeed, but this is going to hold things up.

Re: Sorry we are unable to verify your credit card information

SD08 — Fri, 23 Jun 2017 15:46:22 GMT

@redwheeler

The only other suggestion I can make is to have a PM moderator check to see if there is any block against your credit card from having made too many attempts and have them clear it. You can contact by private message any of the moderators listed here:
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452
Include the phone number for the account on which you previously had the credit card linked.

Re: Sorry we are unable to verify your credit card information

redwheeler — Fri, 23 Jun 2017 16:19:09 GMT

I've sent the private message and still appreciate anyone chiming in with success stories or things to try in the meantime. I'm going to keep on working on this and will post to this thread if the problem gets resolved.

If you don't see such a post, it means the issue is still open. Even if you happen to read this in 2020.

Re: Sorry we are unable to verify your credit card information

70challenger — Fri, 23 Jun 2017 18:59:22 GMT

@SD08 wrote:
@redwheeler
The only other suggestion I can make is to have a PM moderator check to see if there is any block against your credit card from having made too many attempts and have them clear it. You can contact by private message any of the moderators listed here:
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452
Include the phone number for the account on which you previously had the credit card linked.

Does this apply to a card that was never linked or accepted in the system?

Re: Sorry we are unable to verify your credit card information

SD08 — Fri, 23 Jun 2017 20:38:30 GMT

@70challenger wrote:
@SD08 wrote:
@redwheeler
The only other suggestion I can make is to have a PM moderator check to see if there is any block against your credit card from having made too many attempts and have them clear it. You can contact by private message any of the moderators listed here:
http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452
Include the phone number for the account on which you previously had the credit card linked.

Does this apply to a card that was never linked or accepted in the system?

@70challenger

While I haven't had that happen myself, I imagine it could apply to any card that has been rejected multiple times by the billing system on either a registration or transaction. In any case, it can't hurt to check with the mods after multiple tries and rejections, especially if it's your only credit card available.

Re: Sorry we are unable to verify your credit card information

redwheeler — Fri, 23 Jun 2017 21:25:47 GMT

Thanks to the moderator team, especially @Saray_O, it looks like my problem is now resolved.

@SD08, at least for me, you hit the nail on the head. I was transferring 2 lines over from Freedom Mobile under the same credit card. The activation process was... erm... very bumpy for me so I did enter in the credit card information a few times:

-- 1st time: Postal code had a space due to autofill... rejected

-- 2nd time: Probably refreshed the form by mistake

-- 3rd time: Success for signing up line 1

-- 4th time: Success for signing up line 2

-- 5th time: Rejected when trying to add a long distance add-on to one of the accounts

The story above is just from my memory so may not be 100% accurate. But, yes, the card was used too many times in a small period of time which sets off their fraud protection.

Saray got me in touch with Public Mobile's credit card fraud department and they reset the card. I was then able to add it successfully. I'm optimistic that in 3 months the autopay just works and I don't have to go through this again. 🙂

Re: Sorry we are unable to verify your credit card information

SD08 — Fri, 23 Jun 2017 22:37:59 GMT

@redwheeler wrote:
Thanks to the moderator team, especially @Saray_O, it looks like my problem is now resolved.

@SD08, at least for me, you hit the nail on the head. I was transferring 2 lines over from Freedom Mobile under the same credit card. The activation process was... erm... very bumpy for me so I did enter in the credit card information a few times:
-- 1st time: Postal code had a space due to autofill... rejected
-- 2nd time: Probably refreshed the form by mistake
-- 3rd time: Success for signing up line 1
-- 4th time: Success for signing up line 2
-- 5th time: Rejected when trying to add a long distance add-on to one of the accounts

The story above is just from my memory so may not be 100% accurate. But, yes, the card was used too many times in a small period of time which sets off their fraud protection.

Saray got me in touch with Public Mobile's credit card fraud department and they reset the card. I was then able to add it successfully. I'm optimistic that in 3 months the autopay just works and I don't have to go through this again. 🙂

@redwheeler

Yeah, the moderators are great. I'm glad the issue was resolved for you. Hopefully, it's smooth sailing for the renewals going forward.

By the way, are you sure you didn't mean one of the other moderators? Because Saray was to have retired this past March.

Re: Sorry we are unable to verify your credit card information

redwheeler — Fri, 23 Jun 2017 23:22:08 GMT

@SD08 wrote:
By the way, are you sure you didn't mean one of the other moderators? Because Saray was to have retired this past March.

I've said too much. 🙂

Looks like they may have brought Saray back for a bit so Public Mobile doesn't get hit with the 12 day wait times that occurred during last year's promotion. Or, maybe Simon's taking vacation and they needed coverage.

Whatever the reason for the comeback tour, Saray is awesome, and I'm glad that the Public Mobile folks have taken steps to keep the wait times from getting too long.

Re: Sorry we are unable to verify your credit card information

SD08 — Fri, 23 Jun 2017 23:25:08 GMT

@redwheeler wrote:
@SD08 wrote:
By the way, are you sure you didn't mean one of the other moderators? Because Saray was to have retired this past March.
I've said too much. 🙂

Looks like they may have brought Saray back for a bit so Public Mobile doesn't get hit with the 12 day wait times that occurred during last year's promotion.

Whatever the reason for the comeback tour, Saray is awesome, and I'm glad that the Public Mobile folks have taken steps to keep the wait times from getting too long.

I see. Well, I for one, am glad to have @Saray_O back even if temporarily. I was about to broadcast it from the rooftops, but I'll refrain from that if that's what she prefers.

Re: Sorry we are unable to verify your credit card information

darcy — Wed, 26 Jul 2017 23:49:01 GMT

@Saray_O can you please do the same for me (put me in touch with Public Mobile's credit card fraud department so they can reset my registered card)?

I'm having the exact same problem and need my card cleared so I can use my phone again (account is suspended until I make a payment and it won't let me make a payment).

Thank you in advance. This is my business phone and downtime is stressful :S

Re: Sorry we are unable to verify your credit card information

Simon_O — Wed, 26 Jul 2017 23:59:28 GMT

Hey there!

I just sent you a private message 😉

Take care,

Simon

Re: Sorry we are unable to verify your credit card information

redwheeler — Thu, 27 Jul 2017 00:01:57 GMT

@darcy wrote:
@Saray_O can you please do the same for me (put me in touch with Public Mobile's credit card fraud department so they can reset my registered card)?

I'm having the exact same problem and need my card cleared so I can use my phone again (account is suspended until I make a payment and it won't let me make a payment).

Thank you in advance. This is my business phone and downtime is stressful :S

Hi Darcy,

I thnk you need to tag @CS_Agent, nowadays. There was an announcement a while back stating that they changed their support structure. For the quickest resolution, I think your best bet is to send a private message to @CS_Agent.

Good luck, and I hope they resolve this quickly for you.

Re: Sorry we are unable to verify your credit card information

redwheeler — Thu, 27 Jul 2017 00:02:32 GMT

Oh, never mind. Simon's fast!

Re: Sorry we are unable to verify your credit card information

darcy — Thu, 27 Jul 2017 02:13:59 GMT

Thanks guys. Just sent Simon my number