topic Re: Payment in Get Support

Payment

Filo2010 — Mon, 29 Apr 2024 02:06:05 GMT

Cannot update payment imformation

Re: Payment

softech — Mon, 29 Apr 2024 02:11:36 GMT

@Filo2010

To update your credit card information, you can easily do so via My Account

Please login to My Account, go to Payment page, click Manage Subscription, and click Manage Payment Method, or use this direct link: https://myaccount.publicmobile.ca/en/account/payment/manage-card

if update via browser does not work, try using PM app, (IIf tried already, uninstall PM app, reboot phone and reinstall) Go to Payment page, click Update Card. Information. For better success, grant Location Permission for PM app in the App Settings

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:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: Payment

Filo2010 — Mon, 29 Apr 2024 02:15:26 GMT

I have tried all the above mentioned and nothing works, even *611 isnt working. I will try again tomorrow. Thanks for the Quick response.

Re: Payment

softech — Mon, 29 Apr 2024 02:17:36 GMT

@Filo2010 check the Location permission ( and set allow) with PM app, that could be the part that makes it work

Re: Payment

Filo2010 — Mon, 29 Apr 2024 02:21:22 GMT

Just tried that and also didn't work

Re: Payment

Dunkman — Mon, 29 Apr 2024 14:12:47 GMT

@Filo2010

Known issue for the last couple of months. Unable to update credit card. You could try a different credit card if possible.

Here is some more information:

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

https://productioncommunity.publicmobile.ca/t5/Announcements/Resolved-Issues-Updating-Credit-Cards/t...