topic Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC in Get Support

Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Cameronghunter2 — Wed, 16 Aug 2023 20:20:03 GMT

Hello!
I am attempting to change my CC information, but consistently receiving an error to try again later.
Bot my card prior and my current card are Mastercards, my new one is Captial One and my old joint one is Tangerine.

Has anyone had issues with this themselves?
My capital one works on all other payments I have changed it too so far.

Thanks

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

JRod — Wed, 16 Aug 2023 20:26:23 GMT

I know the website can be finicky at times. Have you tried clearing the browser data (cookies, cache, etc) or an incognito window and then trying again?

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Cameronghunter2 — Wed, 16 Aug 2023 20:29:45 GMT

Hey There!
I have tried multiple browsers in incognito and standard browsers, but the same response.
Seems the options to remove a payment method are also gone with this new site layout.

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

JRod — Wed, 16 Aug 2023 20:32:33 GMT

I think if it’s still giving you problems your best bet is to reach out to a customer service representative who can remove the payment method for you.

The below link will allow you to private message a customer support agent directly in order to get a response

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

Keep an eye on your mailbox here as that is where your reply will come in.

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Cameronghunter2 — Wed, 16 Aug 2023 20:35:16 GMT

Okay I have done so!
Will report back here on the solution.

Thanks

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Chalupa_Batman — Wed, 16 Aug 2023 21:40:07 GMT

Hey @Cameronghunter2

I don't think customer service will be able to assist as they can't take your credit card info through the chat. Plus I'd never want to share that info with an unknown person either.

I suggest download the PM app to your phone and try there. Might be a better option.

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Cameronghunter2 — Wed, 16 Aug 2023 21:40:56 GMT

I will also try that in the mean time, Thanks for the tip

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

dust2dust — Wed, 16 Aug 2023 21:43:03 GMT

Wait about an hour and try again. Twice. The system doesn't like more than 2 attempts. Then you wait another hour if you do. Make sure the postal code is the same as the billing address.

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Cameronghunter2 — Wed, 16 Aug 2023 21:46:11 GMT

Heads up, Same issue.
If they can at least remove my current payment method then that would hopefully help, I can then try adding it fresh.
Hopefully they can help in some form without the CC info

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

softech — Wed, 16 Aug 2023 21:51:51 GMT

@Cameronghunter2

did you check the Address and postal code on the profile page (click on the pencil besides the Account name) and confirm if the name, address matches what on the credit card. We believe it is not related, but there was a post saying he updated the address to match and it works after

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Chalupa_Batman — Wed, 16 Aug 2023 21:56:25 GMT

Hey @Cameronghunter2

Here's how you can change it on the app on your phone.

How to change credit card on phone app

Download the app from the app store if you already haven’t.

Sign into your app.

When your app opens you’ll be in the My Account tab. You will see a plus button at the bottom left above the My Account tab. Click on it.

Once you’ve clicked on it, go to Payments

The next screen you’ll want to click on Manage Subscription.

The next screen will give you the option to change your credit card information when you click on Manage Payment Method.

There you will be able to enter a new credit card and expiry date. Click on Save and you're good to go.

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Cameronghunter2 — Wed, 16 Aug 2023 21:56:50 GMT

Checked that just now, it was different so I will try again later tonight since I have updated it

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Cameronghunter2 — Wed, 16 Aug 2023 21:57:13 GMT

Just updated that!
Tried again, still failed.

will wait a few hours and try again later

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Cameronghunter2 — Wed, 16 Aug 2023 21:58:07 GMT

Did try that!
Still the same issue as before, going to wait a few hours and retry since I updated my account address

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

deiselsmoogie — Thu, 17 Aug 2023 16:21:09 GMT

it only allows you to change existing card you need to add a new card and remove old card, they do not have this function available, so it will only give error messages, our card was lost, I used points to pay in hopes they notice and fix as there is no way to inform them

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

deiselsmoogie — Thu, 17 Aug 2023 17:43:19 GMT

there is no way to add a new card. I believe they are trying to remove customer's so that they can close down, why else would you not allow your customer's to make payment

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

hTideGnow — Thu, 17 Aug 2023 17:52:15 GMT

HI @deiselsmoogie I hope @Cameronghunter2 already got the new card updated

so, you have trouble with adding card, too?

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Cameronghunter2 — Thu, 17 Aug 2023 17:54:29 GMT

So far all the tips I have received are not working.
Address is updated
Name and Postal Code is correct
Waited 12+ Hours
Tried many browsers, Incognito, and standard, and cleared cookies and history/cache
Tried the phone application
Tried a 3rd card out of curiosity
Reached out to support, reached out here as well

I cannot update or change my card so if I cannot get this to work I will need to make other changes by the end of the month (New Provider who I can actually pay for their services I suppose?)
I haven't heard back from anyone on the support side either.
Before the website changes, I had no issues with this as they had options to remove and add cards rather than just updating the subscription card.
If anyone has any other tips let me know

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

Cameronghunter2 — Thu, 17 Aug 2023 17:55:06 GMT

I did not, still having the same issues myself as well.

Re: Cannot change Credit Card payment Method from Tangerine MC to Captial One MC

hTideGnow — Thu, 17 Aug 2023 17:56:34 GMT

HI @Cameronghunter2

is your account suspended at the moment? you can buy a voucher from Shoppers drug mart and load the voucher via *611 if you need the service back working

I think you need to work with support on your problem. You have open ticket with them yet? If not, submit a ticket with them:

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