topic Re: Can an agent contact me, please? in Get Support

Can an agent contact me, please?

rachel8800 — Fri, 01 Mar 2024 00:30:51 GMT

The PM system will not accept any of my credit cards for payment. They all work, but the payment system seems stuck. It has been 6 hours already. thx

Re: Can an agent contact me, please?

Chalupa_Batman — Fri, 01 Mar 2024 00:32:45 GMT

Hey @rachel8800

We're all customers like you. This link can connect you with a CS Agent to fix the issue.

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

Please keep an eye in the top right corner for their reply. Due to this newest promotion period, there may be a delay in their response.

Re: Can an agent contact me, please?

BKNS27 — Fri, 01 Mar 2024 00:32:45 GMT

@rachel8800

Try clearing the cache and go incognito on your browser then login to your account and enter your new CC.

Re: Can an agent contact me, please?

hTideGnow — Fri, 01 Mar 2024 00:33:16 GMT

HI @rachel8800

there have been lots of credit card update problems.

Usually we asked people to wait an hour and try again using Incognito/private/secret mode on the browser. I saw others suggest to wait 24 hours. Maybe try both

Not sure if agent can help, but if waited 24 hours and still unable to update card, please submit a ticket with CS Agent here:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Can an agent contact me, please?

Chalupa_Batman — Fri, 01 Mar 2024 00:34:25 GMT

This this before you contact an agent. If this still doesn't work, then for sure ask an agent to help.

How to change credit card on phone app

Download the app from the app store if you already haven’t.

Sign into your app.

When your app opens you’ll be in the My Account tab. You will see a plus button at the bottom left above the My Account tab. Click on it.

Once you’ve clicked on it, go to Payments

The next screen you’ll want to click on Manage Subscription.

The next screen will give you the option to change your credit card information when you click on Manage Payment Method.

There you will be able to enter a new credit card and expiry date. Click on Save and you're good to go.

Created by Chalupa Batman

Re: Can an agent contact me, please?

rachel8800 — Fri, 01 Mar 2024 00:48:08 GMT

Nope doesn't work.

Re: Can an agent contact me, please?

rachel8800 — Fri, 01 Mar 2024 00:48:48 GMT

Nope. That didn't work.

Re: Can an agent contact me, please?

Chalupa_Batman — Fri, 01 Mar 2024 00:53:40 GMT

Interesting. Yes, then please use the link I provided to reach out to a CS Agent to resolve it for you.

Re: Can an agent contact me, please?

hairbag1 — Fri, 01 Mar 2024 01:10:17 GMT

@rachel8800

to reach Customer Support, best is click the ChatBot icon on lower right side of page to start that process. Watch the little envelop icon on top right side of page will be highlighted when they respond to you. Let them know your account info such as account number, cell #, PM pin #, name on account, etc

Re: Can an agent contact me, please?

rachel8800 — Fri, 01 Mar 2024 01:14:05 GMT

,Ok here is what the CS Agent said. I'm locked out because the credit card system restricts updates X times per day... I can wait or buy a voucher from 7-11 to get going asap (see below).

Re: Can an agent contact me, please?

rachel8800 — Fri, 01 Mar 2024 01:16:06 GMT

I swear they've designed their system this way so we all escape to other higher priced brands or competitors. We're trapped in discount land.

Re: Can an agent contact me, please?

hTideGnow — Fri, 01 Mar 2024 01:17:14 GMT

HI @rachel8800

yes, if you like get a voucher in person without extra fee at Shoppers drug mart, or you can get it online from recharge.com with a fess. After you got the voucher, call *611 to load the voucher

Re: Can an agent contact me, please?

rachel8800 — Fri, 01 Mar 2024 01:20:04 GMT

Nope didnt work.

Re: Can an agent contact me, please?

Sansan — Fri, 01 Mar 2024 01:42:50 GMT

I would probably give it a rest for today and try again tomorrow 😴. MANY MANY complaints about this for months now. One or two people have come back saying took them 5-6 days with multiple different credit cards before successful. I wish there was more replies compared to the complaints so that we can know if it finally worked.

I wanted to see if it would work so I went to a gas station and bought a voucher for $10. I was not happy about that because I had to pay tax on the $10 ☹️ . I already have a cc on file, but was testing the voucher as many also complain that vouchers are also finicky.

I don't know if it was luck or what but it worked the first time I logged in a added it to my account. It was quite simple.

When I purchased it however it said Freedom Mobile Voucher. I was worried, I had to go back. I had told them I wanted PM, never bought it before. The clerk didn't know either said he scanned the code for PM and didn't know why it said Freedom Mobile so it should be fine. Luckily it worked, I guess that's how they code them? No where on the receipt did it say PM. And here I was worried about the tax, when my $10 was at risk 🙃.

Worked though lol.

Re: Can an agent contact me, please?

hairbag1 — Fri, 01 Mar 2024 16:38:20 GMT

@Sansan....

now you know. Good troubleshooting skill dude / dudette .