topic Re: I cannot update my payment method in Get Support

I cannot update my payment method

Passaporn — Mon, 05 Aug 2024 12:55:08 GMT

I cannot update my payment method.

August 5 - I tried to update my payment method because I could not make or receive calls. The system won't let me change it and I cannot make or receive calls at all.

Re: I cannot update my payment method

Phil_Adelphus — Mon, 05 Aug 2024 13:02:30 GMT

@Passaporn Are you using the website or the Public Mobile app? If not using the app, try it and make sure to have location services enabled.

Re: I cannot update my payment method

Passaporn — Mon, 05 Aug 2024 13:06:22 GMT

I tried via PM app but got the message "Credit Card validation failed. Please try again."

Re: I cannot update my payment method

Handy1 — Mon, 05 Aug 2024 13:20:48 GMT

@Passaporn If you tried to many times you may have been locked out and need to wait one full hour before trying again . In some cases you might have to wait 24 full hours before trying again . But also note of your in a hurry you can buy payment voucher from shoppers drug mart and load it *611 and resume services right away until your able to update the credit card info

Re: I cannot update my payment method

eddieO — Mon, 05 Aug 2024 13:39:11 GMT

@Passaporn, if you're still stuck with no service you can open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: I cannot update my payment method

Phil_Adelphus — Mon, 05 Aug 2024 13:49:08 GMT

@Passaporn I tried via PM app but got the message "Credit Card validation failed. Please try again."

Did you make sure that location was turned on? Does the postal code on the credit card match the one on your street address? Presumably it's a Canadian credit card?

Re: I cannot update my payment method

Passaporn — Mon, 05 Aug 2024 14:05:02 GMT

Yes, the location was on and the credit card is a Canadian one. the postal code is the same with the credit card.

Re: I cannot update my payment method

Dunkman — Mon, 05 Aug 2024 15:12:20 GMT

@Passaporn

Maybe clear cache on the App. Or delete and re-install the app.

You could also try to login into your account via a computer/website.

If you need service right away and unable to get to a store to purchase a payment voucher, you could get a payment voucher via muskbird.com. Service fee applies.