topic Re: New card won't process in Get Support

New card won't process

PandaQueen — Mon, 18 Sep 2023 18:10:10 GMT

Hello, so my new card arrived and tried changing my payment method. It's still a debit master card like my current payment (old card) but keeps saying there's an issue when updating my payment method to my new card. I waited an hour and went into incognito on my browser to try again. Same issue happened, I tried submitting a ticket but the link didn't process either. Please help.

Re: New card won't process

hTideGnow — Mon, 18 Sep 2023 18:11:09 GMT

HI @PandaQueen

yes, it is trouble to update card (unfortunately)

you probably need agent to help

please use this link to submit ticket

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

And please report back if agent able to help in the end

Re: New card won't process

dust2dust — Mon, 18 Sep 2023 18:13:22 GMT

There have been some reports that the Simplii branded card may not work here. Also, try google maps and search for your billing address and see if it can find you. Particularly the postal code.

Re: New card won't process

Handy1 — Mon, 18 Sep 2023 18:16:21 GMT

@PandaQueen You may need to wait one full hour and try again . And when you do try incognito private mode or from another device or lap top . Also consider using the new PM app instead . If still no luck you can use this direct link to support to help you update it

send a private message To CS_Agents click

VVVVV Link below VVVVV

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

Re: New card won't process

PandaQueen — Mon, 18 Sep 2023 18:19:59 GMT

I don't understand why it wouldn't work, my old card is also under simplii.

Re: New card won't process

hTideGnow — Mon, 18 Sep 2023 18:23:20 GMT

HI @PandaQueen

do you have another card to update on the system instead?

Re: New card won't process

softech — Mon, 18 Sep 2023 18:23:22 GMT

@PandaQueen

it could be a Simplii problem than PM. Another member has reached out the Simplii and the member were told:

they have a known issue relating to their tech and incompatibility with some vendors including Public Mobile.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Simplii-Mastercard-debit/m-p/1033588/highlight/true#M721220

Re: New card won't process

dust2dust — Mon, 18 Sep 2023 18:24:47 GMT

Your previous card was from Simplii and was a Debit Mastercard? Not just a credit card? I'm just saying that there may have been a trend of people having trouble with Simplii cards.
And how about that postal code. This new system uses Google to verify the postal code. Some new postal codes aren't known to Google yet.

Re: New card won't process

PandaQueen — Mon, 18 Sep 2023 18:28:34 GMT

I'm just confused how it's suddenly an issue now when my old card with simplii got accepted prior.

Re: New card won't process

PandaQueen — Mon, 18 Sep 2023 18:29:55 GMT

No, I don't.