topic Re: payment and change plan in Get Support

payment and change plan

minipau — Sat, 28 May 2022 03:26:48 GMT

My visa was lost and now I have a new number, I remove my old visa , but now when I go to MAKE A PAYMENT on the page it doesn't allow me to add my new number visa to make a payment and I get a message said " THE CARD HOLDER NEED TO AUTORIZED THE PAYMENT ", I don't understand because I'm the card holder.

Thanks,

Re: payment and change plan

JK8 — Sat, 28 May 2022 03:29:13 GMT

@minipau

Tr clearing the browser cache and history and then open a new window in incognito.Use chrome browser.

Re: payment and change plan

computergeek541 — Sat, 28 May 2022 03:59:19 GMT

@minipau wrote:
My visa was lost and now I have a new number, I remove my old visa , but now when I go to MAKE A PAYMENT on the page it doesn't allow me to add my new number visa to make a payment and I get a message said " THE CARD HOLDER NEED TO AUTORIZED THE PAYMENT ", I don't understand because I'm the card holder.

The you remember to contact your card issuer to activate the the new card?

Re: payment and change plan

minipau — Sat, 28 May 2022 12:46:04 GMT

the card is active

Re: payment and change plan

minipau — Sat, 28 May 2022 12:47:15 GMT

I do that and don't work 😞

Re: payment and change plan

esjliv — Sat, 28 May 2022 13:21:39 GMT

@minipau - check to see how the billing address and name is listed on your new card. Ensure you are matching this when entering the information in your self serve account.

If you have a unit or suite #, leave that blank.

Use all CAPS for your postal code.

If too many failed attempts, it could have locked your card with Public Mobile. This can clear up on its own after about an hour or so.

So after waiting over an hour since your last attempt, try either to replace the card or update (under the Manage My Card option below) in your self serve and see if one works over the other.

If issues persist, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Re: payment and change plan

hTideGnow — Sat, 28 May 2022 13:34:36 GMT

Hi @minipau So, did you it on another browser? Many times the browser is thr cause to many weird problems. Try a different one, Firefox or Edge or Chrome

If still not working, I think CS agent will come to rescue. Please open ticket at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally 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 CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437