topic Re: Problem of update credit card information in Get Support

Problem of update credit card information

zt1983811 — Thu, 06 Jan 2022 07:30:50 GMT

Hello,

My credit card CaptialOne is expried I need to update the credit card information but I keep get following msg

I called my credit card company, they say I need to ask public mobile. Could you help?

Re: Problem of update credit card information

Triguy — Sun, 11 Apr 2021 19:40:46 GMT

Try using a different browser and incognito mode. Also try clearing your cache and cookies then reboot. Make sure to not leave a space between characters of your postal code.

See this previous thread.

https://productioncommunity.publicmobile.ca/t5/Self-Serve/Unable-to-update-credit-card/m-p/137166#M11180

Re: Problem of update credit card information

HALIMACS — Sun, 11 Apr 2021 19:50:28 GMT

@zt1983811

When updating credit card info, make sure to do the following to avoid the common errors and glitches that sometimes occur with this fussy process:

Clear your browser's cache & cookies
Use incognito mode
Select "Manage My Card"
Select "replace card"
Type your address exactly as from your billing statement
Don't use a space in the postal code
Use ALL CAPS if necessary
Type everything, not letting autofill complete any fields

(EDIT: The above information was kindly borrowed from user: darlicious )

Re: Problem of update credit card information

darlicious — Sun, 11 Apr 2021 19:48:57 GMT

@zt1983811

Use this as a guide...

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.

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

Re: Problem of update credit card information

zt1983811 — Sun, 11 Apr 2021 19:53:11 GMT

Hi I have tried all these not working

Re: Problem of update credit card information

HALIMACS — Sun, 11 Apr 2021 19:56:26 GMT

@zt1983811 wrote:
Hi I have tried all these not working

@zt1983811

A key part of this is to wait 1 FULL HOUR, before retrying the steps outlined.

Would also recommend using incognito mode, after clearing cache and cookies from browser.

Re: Problem of update credit card information

Triguy — Sun, 11 Apr 2021 19:56:37 GMT

Submit a ticket to a moderator.

Here’s when and how to contact the Moderator Team:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Problem of update credit card information

darlicious — Sun, 11 Apr 2021 20:00:01 GMT

@zt1983811

How many times have you tried using the same card and getting the same message? If its more than 4 use @Triguy link to contact the moderators you have likely triggered the fraud lock on your card. They will be able to add it for you.