topic Re: Can't update payment method in Get Support

Can't update payment method

Keach — Sun, 15 Oct 2023 04:08:59 GMT

My old debit card that was attached to my account expired, so I need to add my new card. Problem is every time I try it gives me the error below. It's been almost a week now and I've tried clearing my cookies and just about everything I can think of. Customer support didn't really help much. I don't think it's the card as it's been working fine for everything else. At this point I'm thinking of switching to a different provider. Any advise?

Re: Can't update payment method

softech — Sun, 15 Oct 2023 04:20:30 GMT

@Keach try using the app and see if it helps

Also, while we believe it might not matter, but another member said it helped, make sure the name, address, postal code registered on the card/bank match what are stored on My Account's Profile (click on the pencil beside the name to confirm).

Re: Can't update payment method

BKNS27 — Sun, 15 Oct 2023 04:57:00 GMT

@Keach

Beside clearing cookies, try clearing cache and go incognito on your browser before login to your account.

Re: Can't update payment method

Keach — Sun, 15 Oct 2023 05:10:12 GMT

Yeah I've already tried the app and it's giving me the same error message. Originally I thought the problem could be the address, that's the one thing that the customer support person was able to help me with, but even after double checking it today it doesn't seem to have helped at all.

Re: Can't update payment method

Keach — Sun, 15 Oct 2023 05:13:07 GMT

I also tried this earlier, and again just now. Still giving me the same error.

Re: Can't update payment method

BKNS27 — Sun, 15 Oct 2023 07:30:51 GMT

@Keach

Your last option is to private message a CS_Agent at:

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

Their hours are 9:00am to 10:00pm EST so they will pm you back in the morning to assist you.

Re: Can't update payment method

Justin21 — Sun, 15 Oct 2023 09:31:49 GMT

Please try using different web browser on your pc not on your phone. You may try Microsoft Edge, Firefox,Opera,Safari etc. If the error is still there, you may have to Clear browsing history, cookies, cached images and files, site data,site setting, etc. Restart pc then check if error persists. If this didnt work then you may try resetting the browser to default setting. Hope this helps a bit.

Re: Can't update payment method

Jha — Sun, 15 Oct 2023 09:51:13 GMT

This is what I usually do when I encounter errors

Re: Can't update payment method

maximum_gato — Sun, 15 Oct 2023 11:31:05 GMT

@Keach

Heed @Justin21 's advice but there's a couple of additional points to keep in mind....

You only get two attempts per hour to register your card and/or make a payment. If both attempts fail you have to wait one full hour before trying again.

Do not attempt using the same card info more than 5 times in a 24 hour period or you will get a fraud lock on your account.

Make sure you start with your browser cache cleared and reboot your device. Open one tab/window only. Chrome, Firefox, Safari or Microsoft Edge works best. Use secret/incognito mode if necessary.

Take your time so you do not make any typos. If you do clear the entire line and re-enter the details again. Do not use autofil. If you make more than 2 typos clear your browser cache again. Double check your entry details before you submit the new card details to ensure there are no errors.

Use your cards billing statement address for reference and make sure it matches your online banking address details including the language preference ( ie. a Quebec banking institution may have your details in French even though your statement comes in English or vice versa). Use the bank institution's language preference rather than your own.

Good luck!