topic Update payment information in Get Support

Update payment information

JoanneRead — Tue, 22 Feb 2022 18:08:24 GMT

Trying to update payment information and get this message:

Unable to Process Transaction
Sorry, your credit card transaction was denied by your card issuer, so this purchase could not be completed. Your credit card has not been charged. Please contact your card issuer for more information to update payment information and get this message "

I have contacted my card issuer and they say there is no issue at their end try again - tried again same message - called card issuer and they say no issue at their end must be an issue with Public? No way to contact Public directly to correct this issue !?!

Re: Update payment information

Anonymous — Tue, 22 Feb 2022 18:12:02 GMT

Be sure to enter your address the same as it appears on your payment card billing address. Don't have the space in the postal code or drop the last digit.

But if you've been trying a bunch of times now it may have locked the entry suspecting fraud activity. To clear that you would need the help of the CSA's. Try in another hour to let things clear and then if not contact the CSA's.

Re: Update payment information

hTideGnow — Tue, 22 Feb 2022 18:16:14 GMT

HI @JoanneRead How many times you have tried to make the change, too many times will trigger a fraud lock

When you put in the address, enter exactly as what your CC statements show. If it showing all CAP, enter them all CAP

If you need to open ticket with PM Support, please click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

type: Contact CS Agent
Click "Contact Us"
Click "Other"
Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Update payment information

esjliv — Tue, 22 Feb 2022 18:18:51 GMT

@JoanneRead in addition to z10user4's suggestions, after you wait 1 hour, clear your browser's cache/cookies or open a tab in incognito mode then try the credit card entry again.

If still issues after that, contact Customer Support (CSA) for assistance.

Methods to contact CSA found here: https://publicmobile.ca/en/ns/get-help/articles/contact-an-agent

Re: Update payment information

Meow — Tue, 22 Feb 2022 18:51:11 GMT

@esjliv wrote:
@JoanneRead in addition to z10user4's suggestions, after you wait 1 hour, clear your browser's cache/cookies or open a tab in incognito mode then try the credit card entry again.

Sometimes even browsers could be picky. Try using different browser but do not try too many times or insist of updating your info.

If nothing works after 1-2 hours, contact agent not to make issue even more complicated 😉

Re: Update payment information

HALIMACS — Tue, 22 Feb 2022 23:32:52 GMT

@JoanneRead

Before logging into your self-serve account, recommend following this procedure to avoid the common glitches that sometimes occur with this process:

Clear your browser's cache & cookies
Use incognito mode
Now, log into your self-serve account
Click Payment tab
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

Re: Update payment information

JoanneRead — Wed, 23 Feb 2022 16:22:18 GMT

After getting a response from CS agent and trying suggested fix the agent said to wait a few days - glitch at their end? Will see what happens when I try again?