topic Re: BMO Mastercard debit failing for new account in Get Support

BMO Mastercard debit failing for new account

toomanycats — Wed, 29 Mar 2023 15:44:05 GMT

I am trying to set up a family member with Public Mobile, using the same BMO Mastercard debit I use for autopay. However, it now refuses to accept the card with a "We were not able to process your payment. Make sure all information is correct or try again with a different card."

The only information I had to put in was number, postal code, expiry date and security code. All of this is correct.

No other card is available for use.

What do I do?

Re: BMO Mastercard debit failing for new account

hTideGnow — Wed, 29 Mar 2023 15:44:47 GMT

HI @toomanycats

Mastercard debit should work, some people had success adding to My Account. However, it is true people struggle more with MC debit

Try to wait an hour first before you try again. Use Incognito/Private/Secret mode to login to My Account to add the card

if still does not work, please submit ticket with CS agent and they might be able to help putting it for you

at : https://publicmobile.ca/chatbot.

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

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

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

Re: BMO Mastercard debit failing for new account

Yummy — Wed, 29 Mar 2023 15:45:29 GMT

Try using different browser. Try Incognito/private mode. Clear browser’s cache. Try forced refresh. Use computer and not phone to log in.

Since you already use that card to pay PM for another account if everything fails contact agent for assitance.

Re: BMO Mastercard debit failing for new account

toomanycats — Wed, 29 Mar 2023 15:46:30 GMT

I cannot login to "My Account" because there is no account. This is the initial creation of the account, and I cannot continue without enterting the card details.

Re: BMO Mastercard debit failing for new account

hTideGnow — Wed, 29 Mar 2023 15:48:43 GMT

HI @toomanycats you should have an account created when you first joined, unless you joined in retails kiosk

But you can simply submit ticket with CS agent and they will help out with the account issue

Please submit ticket at : https://publicmobile.ca/chatbot.

First type Forgot Login,
then select the only choice there: "Contact..",
finally click link the blue link about submit a ticket
Another page will open and just follow: .

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

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):

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

Re: BMO Mastercard debit failing for new account

toomanycats — Wed, 29 Mar 2023 15:51:18 GMT

I tried the advice to use a different browser and it worked!

Thank you 🙂