topic Re: unable to update credit card information in Get Support

unable to update credit card information

aak — Wed, 05 Jan 2022 14:20:22 GMT

There is no direct link to update credit card information when credit card expire, when i remove and add autopay it doesnt ask me to update expiery date or cvv #. Would my next payment go through if my card epired and new date and cvv# has not been updated?

Re: unable to update credit card information

Dunkman — Thu, 26 Sep 2019 19:51:19 GMT

@aak

You can remove your present credit card informatino. Under payment tab, then choose Manage autopay icon. Remove autopay. Then add in the new credit card infomration with new exprary date, etc.

Make sure that the address exactly matches your credit card billing address. If apartment number, leave that section blank.

Re: unable to update credit card information

geopublic — Thu, 26 Sep 2019 19:53:01 GMT

@aak

Select the ‘Payment’ tab, If you would like to change the card that is automatically charged, scroll to the bottom of the ‘Payment’ tab, then select ‘Manage my card’. This will allow you to update or remove your credit or Visa Debit card.

Two options are available: "Replace this credit card" and "Remove this credit card"
Use "Replace this credit card" to update the CC info

Note: When entering the postal code do not enter any spaces. Also do not use the unit number field even if you live in an apartment or condo and use a desktop browser if you can.

Once this is done then make a small one time payment into your account to see if the payment will go through.

Hope this helps!

Re: unable to update credit card information

Triguy — Thu, 26 Sep 2019 19:54:03 GMT

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, accepted 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.

Re: unable to update credit card information

aak — Thu, 26 Sep 2019 19:56:38 GMT

These are the same steps I described in my original question, do you think doing it again will change the outcome

Re: unable to update credit card information

geopublic — Thu, 26 Sep 2019 19:59:20 GMT

@aak wrote:
These are the same steps I described in my original question, do you think doing it again will change the outcome

@aak Make a onetime payment to your account and test it. Don't worry the amount you add to your funds will automatically be used on your next renewal.

Re: unable to update credit card information

Dunkman — Thu, 26 Sep 2019 20:00:54 GMT

@aak

Follow geopubic suggestion above. I just changed my credit card information right now. I choose "replace credit card". It worked for myself.

Re: unable to update credit card information

aak — Thu, 26 Sep 2019 20:12:39 GMT

Card expires in October, I am using new one already, so payment goes through because card technically did not expire yet, other option with replacing credit card and making all updates doesn’t work and comes back with prompt that they unable to process purchase even though I don’t make any purchases. Will wait till end of October to see what happens, but system definitely needs improvement. Thank you for everyone’s input, no solution though

Re: unable to update credit card information

geopublic — Thu, 26 Sep 2019 20:25:53 GMT

@aak wrote:
Card expires in October, I am using new one already, so payment goes through because card technically did not expire yet, other option with replacing credit card and making all updates doesn’t work and comes back with prompt that they unable to process purchase even though I don’t make any purchases. Will wait till end of October to see what happens, but system definitely needs improvement. Thank you for everyone’s input, no solution though

@aak I would recommend that you submit a ticket to the PM moderator team and ask them to confirm that it will work. To submit a ticket to Public Mobile click here. Login to your community account and select your issue and submit your ticket. The ticket will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Moderators are available: M-F from 8 AM to midnight Eastern time and S-S from 8 AM to 10 PM Eastern time.

Note: Moderator Hours are subject to change, but you can always find the current times here

Please note that account verification may be required when contacting the Moderator Team

Re: unable to update credit card information

Sksk — Fri, 27 Sep 2019 15:25:32 GMT

me TOO !! How can I keep using this service if I can't update credit card info to pay ??

Re: unable to update credit card information

Sksk — Fri, 27 Sep 2019 15:27:30 GMT

My situation : Public tells me "Sorry, we’re unable to verify your email address. "

I'm stuck b/c the system does not recognize me

Re: unable to update credit card information

aak — Fri, 27 Sep 2019 15:36:16 GMT

I think one of the contributors to this chat said that you can just make a payment using your new card, but i dont think it will be considered as autopay and you will loose your autopay discount

Re: unable to update credit card information

aak — Fri, 27 Sep 2019 16:13:49 GMT

I think this will be the best path to follow:

Submit a ticket to the PM moderator team and ask them to confirm that it will work. To submit a ticket to Public Mobile click here. Login to your community account and select your issue and submit your ticket. The ticket will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

Re: unable to update credit card information

aak — Fri, 27 Sep 2019 16:15:26 GMT

I think this will be the best path to follow:

Re: unable to update credit card information

Anonymous — Fri, 27 Sep 2019 16:17:55 GMT

@Sksk wrote:
My situation : Public tells me "Sorry, we’re unable to verify your email address. "
I'm stuck b/c the system does not recognize me

This is a different question to what the very helpful aak is helping with though. aak couldn't update their card. You can't log in (to do so). Different.

Check all your email inboxes for the welcome email from here and that will be your email address known to here. Then maybe try the Forgot your password? link if you still can't get in.

Re: unable to update credit card information

Triguy — Fri, 27 Sep 2019 16:19:55 GMT

@aak You can update your credit card and still retain your autopay reward.

Re: unable to update credit card information

aak — Fri, 27 Sep 2019 16:21:48 GMT

yes, if I can, so far I couldn't

Re: unable to update credit card information

Anonymous — Fri, 27 Sep 2019 16:26:43 GMT

@aak wrote:
yes, if I can, so far I couldn't

So making sure your address that you enter in the payment screen is the same as your payment card billing address and not using the apt# field and not having a space in the postal code or dropping the last digit...did not work?

Did you try a different browser or clear cache or use incognito/privacy mode?

Re: unable to update credit card information

aak — Fri, 27 Sep 2019 17:48:27 GMT

No luck, here is the message I am getting. Extremly carefuly reviewed my information, everything is correct but still doesn't work, will go ahead with ticket in October

Re: unable to update credit card information

aak — Thu, 03 Oct 2019 01:10:09 GMT

hi there, please provide working link or direct address how to create a ticket to whomever might be able to resolve this problem.

thank you