topic Re: OMG GETTING IN TOUCH WITH tech support sucks in Get Support

OMG GETTING IN TOUCH WITH tech support sucks

DonWalker — Tue, 27 Feb 2024 03:12:50 GMT

fix my credit card problem ..after 2 days of trying to sumbmit a ticket.

Re: OMG GETTING IN TOUCH WITH tech support sucks

LitlLdy — Tue, 27 Feb 2024 03:17:49 GMT

@DonWalker , unfortunately the chatbot is broken when trying to submit a support ticket through it! Please send a private message to CS_Agent for help -> ‘CS_Agent’

A CS_Agent will respond back in your Community mailbox (envelope icon) at the top right of this page to the left of your community avatar on your computer or by clicking on your avatar on your device.

Re: OMG GETTING IN TOUCH WITH tech support sucks

Sansan — Tue, 27 Feb 2024 03:17:46 GMT

I'm sorry that you having difficulties changing your credit card info as the system is not working. You have to keep trying over several days.

If you need to you can also purchase vouchers from local gas stations and load unto account using that tab until system will allow you to update.

This is a known issue for a long time now.

Re: OMG GETTING IN TOUCH WITH tech support sucks

softech — Tue, 27 Feb 2024 03:22:04 GMT

@DonWalker

Please wait ait 24 hours and try again. Also, 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.

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: OMG GETTING IN TOUCH WITH tech support sucks

DonWalker — Tue, 27 Feb 2024 03:34:40 GMT

tried all of that. that. nothing has changed except the expiry date

Re: OMG GETTING IN TOUCH WITH tech support sucks

BKNS27 — Tue, 27 Feb 2024 03:38:54 GMT

@DonWalker

Guess you didn’t read that PM is an online service and you can only dm a CS_Agent.

Clear the cache and go incognito on your browser before login to your account on your computer or login on the PM app then go to Payment>Manage Subscription>Manage Payment Method and click on pencil icon and change.

Re: OMG GETTING IN TOUCH WITH tech support sucks

DonWalker — Tue, 27 Feb 2024 03:42:25 GMT

being a known issue for a long time is really not acceptable. Needs to be fixed. I shouldn't have to find my own work arounds for a problem that is theirs.

Re: OMG GETTING IN TOUCH WITH tech support sucks

Dunkman — Tue, 27 Feb 2024 04:38:11 GMT

@DonWalker

Frustrating indeed.

Here is some more troubleshooting advice:

https://productioncommunity.publicmobile.ca/t5/Announcements/Resolved-Issues-Updating-Credit-Cards/td-p/1102844