topic Re: Trying to update credit card info in Get Support

Trying to update credit card info

Bottomshelf — Sat, 22 Jun 2024 00:57:00 GMT

I received a new credit card yesterday because the card date was to expire. I tried yesterday to update and again today on a laptop.

The error message is "Sorry, we’re not able to process this request at this time. Please try again later".

I've also sent in a request for help, My next payment date is June 25.

I've tried looking at some of the previous posts for a solution.

Thanks in advance.

Re: Trying to update credit card info

will13am — Sat, 22 Jun 2024 00:59:06 GMT

@Bottomshelf , are you using the app or a browser? In both cases, I find that enabling location service works. It is also worthwhile to use incognito mode on a browser and clearing app cache on the app. Note also too many attempts over a short period of time can lock out a payment card.

Re: Trying to update credit card info

softech — Thu, 16 Oct 2025 18:19:25 GMT

@Bottomshelf

did you try on both browser and app?

Wait another day and try again

using the browser with Incognito mode
Try again using the app. If you have already installed the app, uninstall , reboot and reinstall.
And remember to grant Location Permission to the app before trying to login

if issue persists or you cannot afford to wait any longer to try, get a voucher and have the plan renewed first. Get it from SDM/Rexall/Loblaws/CanTire and load the voucher by calling *611 on your phone or call 1.855.4PUBLIC from another phone, or via My Account/PM app if you can login the account

Full list of stores to get vouchers: https://www.publicmobile.ca/en/payment-voucher

Re: Trying to update credit card info

Chalupa_Batman — Sat, 22 Jun 2024 01:15:06 GMT

Hello @Bottomshelf

I used the Public Mobile app on the phone to update the credit card. First, wait an hour after the last time you tried, not a minute sooner as I've been told there is a 1 hour block after 3 failed attempts. I then went to the settings on the phone, then applications, then found the Public Mobile app. I then cleared the cache and data. Restarted the phone, signed back in with email and password and proceeded to update the credit card with zero problems.

Re: Trying to update credit card info

will13am — Sat, 22 Jun 2024 01:19:52 GMT

@Chalupa_Batman wrote:
Hello @Bottomshelf
I used the Public Mobile app on the phone to update the credit card. First, wait an hour after the last time you tried, not a minute sooner as I've been told there is a 1 hour block after 3 failed attempts. I then went to the settings on the phone, then applications, then found the Public Mobile app. I then cleared the cache and data. Restarted the phone, signed back in with email and password and proceeded to update the credit card with zero problems.

Was location permission enabled? I find that without location enabled, the app seems to not like the postal code entry.

Re: Trying to update credit card info

Bottomshelf — Sat, 22 Jun 2024 02:11:13 GMT

Used both laptop and iphone app.

On app: "Credit card validation failed. Please try again".

Re: Trying to update credit card info

Bottomshelf — Sat, 22 Jun 2024 02:12:39 GMT

Yes. On app: "Credit card validation failed. Please try again".

I also tried yesterday on the laptop.

Re: Trying to update credit card info

Bottomshelf — Sat, 22 Jun 2024 02:34:59 GMT

I just updated MY TELUS account for other Telus services and there was no issue!

I have locations services enabled "while using" on mu iPhone Xr.

Re: Trying to update credit card info

Jedi1 — Sat, 22 Jun 2024 02:30:11 GMT

I updated a credit card yesterday in the app without issue. It struggled to do so if I used the website.

Re: Trying to update credit card info

Bottomshelf — Sat, 22 Jun 2024 03:24:34 GMT

Steps taken:

Deleted the app, restarted iPhone, added app.

I went into iPhone settings and deleted everything in the cache and enabled location services to "always".

On the laptop (using Chrome), went into setting granted location service to PM and tried to update credit card info. No luck.

What I haven't tried is using icognito mode as I have already attempted 3 times to update info.

Re: Trying to update credit card info

Bottomshelf — Sat, 22 Jun 2024 03:11:04 GMT

Lucky you!

Re: Trying to update credit card info

Jedi1 — Sat, 22 Jun 2024 04:14:45 GMT

@Bottomshelf When I had problems in a previous update, I remember there being a support sticky with instructions at that time. One thing I recall is after having it rejected in the app, I needed to log back out and back in. I do see you already reinstalled the app so this may not help. I hope you figure it out.

Re: Trying to update credit card info

Dunkman — Sat, 22 Jun 2024 15:18:01 GMT

@Bottomshelf

If via website, you can also try a different web browser, clear cache or incognito mode. Or try a different credit card (if available).

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...

Re: Trying to update credit card info

Bottomshelf — Sat, 22 Jun 2024 18:45:55 GMT

Thanks for your help.

Tried registering my VISA credit card this morning using the suggestions posted by others and you. No luck.

Tried incognito mode again with no luck even after clearing cache again and changing browser from Chrome to Edge.

Two hours later on my laptop, I tried again but this time on Chrome and I used my MasterCard (instead of VISA) and this worked!

Why is it so difficult to update credit card info? I had no issues with My Telus and other accounts when I updated my credit card info.

If a customer doesn't have/use another credit card what is a customer supposed to do??? As customers, we should not have to go through all these iterations of "fixes" to update!

I am not impressed with customer support as PM emailed after I had set up an agent request for help. I received an email within 12 hours and I responded. It is now 3+ hours later and no response. But the agent did suggest I use another credit card. However, I try to have all my transactions linked to my VISA card.

Re: Trying to update credit card info

Bottomshelf — Thu, 27 Jun 2024 00:37:32 GMT

UPDATE:

I have changed my credit card from MasterCard back to VISA. My original post was that I couldn't update to my new VISA expiry date.

Ensure your credit card company has been notified that you are making "purchases". Your financial institution will either text or phone you (possibly also email) to confirm the transaction. I was not aware of this since my Telus account was updated with no issue.

Original solution: I used a different credit card to update payment info.

Re: Trying to update credit card info

slusagm — Thu, 27 Jun 2024 00:44:42 GMT

But your problem was credit card wasn't notified and so you cannot update the card on PM system?

Re: Trying to update credit card info

Bottomshelf — Thu, 27 Jun 2024 01:28:22 GMT

When I received my credit card, I activated it (online /phone (?)). For security reasons, VISA flagged my PM transaction so I could not update payment info. This was after I had successfully updated Telus services and BCAA payment info!

As a first step, next time, I will phone VISA first before trying all the other possible resolutions. I stumbled onto this resolution today when I tried to make another transaction and after 3 unsuccessful attempts contacted VISA.

Re: Trying to update credit card info

Faranaks — Wed, 03 Dec 2025 19:55:43 GMT

If you search the web , you could see this is the consistant bug, but this around more than year that they are not going to resolve the issue.