topic Re: Help! Add a new card in Get Support

Help! Add a new card

najo905 — Sun, 15 Oct 2023 16:45:56 GMT

Hi,

My credit card was cancelled three days ago due to fraudulent activity and I'm still waiting on a new one. It seems my account was cancelled at 4 am today because the auto pay was declined. I'm trying to add a new card to let the payment go through, but the error message tells me I have to start over, pick a new plan, etc. Is there a way around this? I just want to keep the plan I had and the associated rewards. Please help ASAP.

Re: Help! Add a new card

HALIMACS — Wed, 11 Oct 2023 09:52:23 GMT

@najo905

Definitely reach out to the customer support agents and explain the situation.

Advise them your old card was compromised and you need to update a new credit card on the file. What you want to make sure is that public mobile knows this is something beyond your control and not something you initiated to avoid payment.

To contact a Customer Support Agent, send a private message to Customer Support Agent by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.

Re: Help! Add a new card

softech — Wed, 11 Oct 2023 11:13:00 GMT

@najo905

Did you ever login My Account since EverSafe was introduced in June? the error message could just meant the EverSafe login system was unable to link up your My Account

Call 1.855.4PUBLIC, enter 1 for English and then your phone number. If the system can locate your account, you are good and no need to worry. And to resume service first, get a voucher from SDM/711/London Drug/Shell, then load the voucher using *611 on your phone or 1.855.4PUBLIC from another phone

For long term, you do need to get the access back, please engage support here

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

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

Re: Help! Add a new card

hairbag1 — Wed, 11 Oct 2023 13:29:53 GMT

@najo905

if you're still jammed up, you can get payment vouchers at Shell or Walmart...then dial 611 to get your account going again. That way you have some time to get credit card info loaded onto your PM account.