topic Re: payment issues in Get Support

payment issues

Hufi — Fri, 23 Feb 2024 17:57:24 GMT

My credit card was compromised and my bank cancelled my card. I was successful in updating my payment info in my public mobile account but try as I might, I cannot update my child's payment info. I always paid her account from my (now cancelled card). Her account is now overdue. I noticed that a previous answer mentioned "Make sure that your credit card postal code matches your phone number's area code". Not sure what that means? Will the phone's area code 604 always be a Vancouver code even though the phone now physically is located in another area code?

Re: payment issues

softech — Fri, 23 Feb 2024 18:01:33 GMT

@Hufi

Many have issue with updating credit card lately. you can get a voucher from SDM/London Drug/711/Shell and then load the voucher using *611 on your kid's phone (or 1.855.4PUBLIC from another phone) to resume service first and then try updating the card again later

Once paid, I suggest you to wait couple days before trying to add the acrd again. Please try using BOTH browser and Public Mobile App, some reported they have success after trying with the different method to access My Account.
When you test with browser, try using Incognito mode
When you test with app and if app was already installed, uninstall it first, clear the cache for your default browser on the phone, then reboot the phone and reinstall the app

Also, while PM is not sending name/address info to credit card for posting payment, it looks like they still have some kind of validation now when updating new credit card. So, make sure you have the correct address and postal code on your My Account's Profile and match those on your credit card. Also, check the name on your profile. If you have a very long name, maybe try shortening it with initials.

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: payment issues

hTideGnow — Fri, 23 Feb 2024 18:03:02 GMT

HI @Hufi

there were just way too many error with payment recently

please pay by voucher first. Get a voucher from Shoppers drug mart and then load the voucher to resume service first

With the card update, ask CS agent to help. please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437