topic Re: Unable to update credit card info in Get Support

Unable to update credit card info

Toller — Fri, 09 Feb 2024 14:41:31 GMT

I'm unable to update my credit card info on the website. 'Try again later...'

I'm worried my service will be interrupted. I tried opening a ticket, but the website gives me an error doing that as well. 'Try again later...'

Is there a way to have a rep contact me here through the forum?

Re: Unable to update credit card info

hairbag1 — Fri, 09 Feb 2024 14:47:06 GMT

@Toller

you should be able to use the laptop to update but if not..use this link to message Customer Support...

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

give them as much account info as you can..ie: account number, phone number, name...etc

Re: Unable to update credit card info

Dunkman — Fri, 09 Feb 2024 14:46:43 GMT

@Toller

Some customers are still having issues updating card information.

Here is some more trouble shooting advice form Public mobile:

If you are still experiencing issues with your card please note these details:

Log out of your account and relog in before updating your card
If you attempted to update the same card multiple times please try again tomorrow or today with a different card as there is a daily limit on update attempts for security purposes.
Make sure that your credit card postal code matches your phone number's area code
As always, please be sure that you are inputting the correct card details

You might also want to try a different web browser, clear cache or incognito mode.

You can contact customer service agent, but the problem is that CSA supposedly can't change credit card information. (only remove credit info).

If you don't have service, you could also purchase a payment voucher in store (ie. shoppers, canadian tire, etc).

Re: Unable to update credit card info

softech — Fri, 09 Feb 2024 14:47:44 GMT

@Toller

if you not in a rush to update the card for payment, please wait 24 hours and try again. Please try on BOTH browser as well as using Public Mobile app

And, if you need to make payment urgently to resume service, you can get a voucher from SDM/London Drug/711/Shell and then load the voucher using *611 on your phone (or 1.855.4PUBLIC from another phone) to resume service first and then try updating the card again later

If nothing works, best to open ticket with PM support:

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: Unable to update credit card info

Toller — Fri, 09 Feb 2024 20:25:32 GMT

Thanks for the help everyone, tried several browsers, the app, opened a ticket, they suggested trying the app.

still getting a generic try again later.

Its too bad the message wasn’t a little more decsriptive

Re: Unable to update credit card info

Toller — Mon, 12 Feb 2024 16:08:28 GMT

Just an update here, still having an issue. I waited several days, just in case. I tried the following:
Waited 48 hrs
Tried different browser, incognito/private, app

Tried a different credit card

No luck.

Re: Unable to update credit card info

Toller — Tue, 13 Feb 2024 01:08:38 GMT

Sounds like there is a known issue and I am impacted. I am to try again on Thursday.

just a heads up for others if you are experiencing a similar behaviour

Re: Unable to update credit card info

Flojopeters — Sat, 17 Feb 2024 16:58:10 GMT

As already stated, it won't let us open a ticket.

Re: Unable to update credit card info

Toller — Sun, 18 Feb 2024 18:30:48 GMT

@Flojopeters they're telling me they don't have an ETA, and to retry periodically

Re: Unable to update credit card info

Toller — Tue, 12 Mar 2024 22:08:22 GMT

Public had acknowledged the issue was on their end. Downloading the latest version of resolved the problem