topic Re: Unable to Process Transaction in Get Support

Unable to Process Transaction

motu — Wed, 05 Jan 2022 17:49:49 GMT

My Mother in laws CC number has changed. Her account is currently suspended because the old card is no longer in use.\

When I enter the new CC I get this error: "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"

I am confident everything I am entering with the card is correct we contacted the CC and they said public is attemptingthe transaction with the old card's expiry date, but I am 100% certain I am entering the correct date.

Re: Unable to Process Transaction

kb_mv — Tue, 18 Aug 2020 21:55:52 GMT

@motu Contact a moderator for help using Simon to open a ticket. Click the question mark bottom right of browser and follow directions.

Re: Unable to Process Transaction

esjliv — Tue, 18 Aug 2020 21:56:54 GMT

HI @motu ,

Is there an apartment or suite number you are changing?

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.

Re: Unable to Process Transaction

iliketotalk — Tue, 18 Aug 2020 21:58:30 GMT

@motu wrote:
My Mother in laws CC number has changed. Her account is currently suspended because the old card is no longer in use.\

When I enter the new CC I get this error: "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"

I am confident everything I am entering with the card is correct we contacted the CC and they said public is attemptingthe transaction with the old card's expiry date, but I am 100% certain I am entering the correct date.

@motu hello try contacting a moderator you can do so by clicking the question mark at the lower right corner,to avoid going around in circles with Simon say that you want a human to speak to, a ticket will then be generated briefly mention your issue, you should get a response between 2 to 48 hours a reply should show up in your little envelope in the top right corner

Re: Unable to Process Transaction

geopublic — Tue, 18 Aug 2020 22:03:55 GMT

@motu When making multiple attempts to add the new credit card it's possible that a safety lock gets triggered on your account that will require a moderator to clear it before being to add the card.

Here are a few tips you can try:

Make sure the billing information you entered is exactly as shown on your credit card statement.
Do not include any apartment/condo/suite numbers, and do not enter any special characters or abbreviations in the address line.

To submit a ticket to the Moderator Team, please start a conversation with the Public's virtual assistant, SIMon by clicking here or the icon (bottom right of your screen).

If you are still having problems contacting Public Mobile then click here. The link sends you to the private message function and adds the moderator team as recipient for a private message. You just have to enter a title and text in the body of the message describing the problem and post. The message will be received by the moderator team and they will respond to it. You will receive the response in your private message inbox.

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

Re: Unable to Process Transaction

darlicious — Tue, 18 Aug 2020 23:26:27 GMT

@motu

Whenever you make any changes to your account you must do the following:

Close all tabs and clear your browser history.
Use secret/incognito mode in chrome, firefox or safari.
USE ALL CAPS if necessary. Do not put a space in the postal code.

This will help avoid error messages and process your transaction.

Re: Unable to Process Transaction

motu — Wed, 19 Aug 2020 14:32:14 GMT

Thanks for the help, I gave up and used my credit card.

Re: Unable to Process Transaction

darlicious — Thu, 20 Aug 2020 09:10:53 GMT

@motu

So the system accepted yours so its likely the other card has been locked out for too many attempts and marked as suspicious activity. Contact the moderators thru the private message

option.....type "cant update credit card on account" in the subject line then explain the issue in detail. Keep an eye on the envelope icon next to your avatar at the top right corner of your screen for a little number to pop up indicating a message from the moderators. Responding promptly to messages will speed up service times.Be sure to include the following:

Full name, address, telephone # and email of your account.
Pin # and/or d.o.b., alternate ph # if any, last payment date, amount, type, last 4 digits/card.
You may be asked for your security question and answer for further verification.
Include the credit card #, expiry date and cov. Include a pic of the cards billing address.

Ask the moderator to add the card for you. Once they tell you it's added log in and add $1 to the account to ensure the payment will go thru successfully on the next renewal. Then delete the private message with the account and credit card info.