topic Re: Unable to update payment info in Get Support

Unable to update payment info

fishrod — Wed, 28 Feb 2024 02:34:17 GMT

Hello, I lost my current credit card linked to my account. I tried to enter my new card number and it repeatedly tells me to try again later. Can someone help me, I'll be without a phone when it tries to renew for the month. Thank you

Re: Unable to update payment info

Chalupa_Batman — Wed, 28 Feb 2024 02:37:32 GMT

Hey @fishrod

PM is having trouble with their site updating credit cards. Please reach out to a CS Agent to resolve this.

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

Their reply will be in the top right corner. Please note that it may take up to 12 hours to reply as this newest Prom has taken a lot of their time. If you need to get your phone up faster, you can head to SHoppers drug mart and pick up a voucher and dial 611 to upload it and you'll be back up until they get this fixed.

Re: Unable to update payment info

Sansan — Wed, 28 Feb 2024 02:37:40 GMT

Error with the system. Gotta keep trying.

If not fixed by then seebif you can purchase vouchers from gas station and load to account under payment tab.

Re: Unable to update payment info

softech — Wed, 28 Feb 2024 02:40:44 GMT

@fishrod

If it does not work the first time and you don't need to make a payment urgently, wait 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