topic Re: Will not accept card in Get Support

Will not accept card

Lauriane — Mon, 06 Jun 2022 21:33:42 GMT

Hi Community members,

I recently moved and the system does not accept my card since the address change. My issue is that the error that appears shows that my card is expired, which is not the case.
I have been sent back and forth between PM agents and the bank who both tell me that the other holds the key to solve this.

Public Mobiles tells me the card is the issue, the bank tells me the address is the issue. The card was working just fine before the move and I can use it everywhere else to shop. It is highly inconvenient for me to purchase a voucher every month.

Anybody has an idea on how to solve this?

Re: Will not accept card

softech — Mon, 06 Jun 2022 14:57:13 GMT

@Lauriane so, you have try to update the Credit card address on PM record?

If not, please go to Payment, and click Manage my card and then Replace this credit card. Reenter the credit card info and it should be good

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

If you are unable to update it there , open ticket with PM Support and they can help to add the new credit card info. for you:

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗"

2. If you don't have access to My Account or have trouble with Chatbot: Private message CS Agent at:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened. CS Agent will reply you there

Re: Will not accept card

Lauriane — Mon, 06 Jun 2022 15:02:25 GMT

I have already tried both option 1- Replace cards, 2-contact PM support. Both did not solve the issue.

Re: Will not accept card

esjliv — Wed, 08 Jun 2022 02:32:42 GMT

@Lauriane - contacting PM support did not help you? And, why not I wonder?

Are you looking at the new address on your credit card billing address, and comparing it with what you are entering in you Self Serve account?

Too many failed attempts may have locked your card on the PM side. But after a 1+ hour wait it should be lifted.

When you do attempt again, try clearing your browser's cache, or try a different browser or device. Opening a tab in incognito mode may help as well.

Try all caps and no spaces for the postal code. If you have a unit/suite #, leave that blank.

If still issues, submit another ticket to Public Mobile customer support team and explain your problem.

Re: Will not accept card

softech — Wed, 08 Jun 2022 02:43:43 GMT

@Lauriane I have confirmed with PM Support in another case that they can help to update the card info.

So, if you have not opened ticket yet, please go ahead

If you opened a ticket and still not getting this resolved, open another ticket and ask them to escalate to senior support staff to handle it.

Re: Will not accept card

Lauriane — Mon, 13 Jun 2022 15:39:44 GMT

The ticket is currently opened and waiting for an answer. They have told me it would take around 5 days. If not resolved, I will request an escalation to senior support staff.

Thank you kindly

Re: Will not accept card

Lauriane — Mon, 13 Jun 2022 15:40:30 GMT

I did submit another ticket. I am waiting for an answer. Thank you