topic Re: Unable to update credit card information in Get Support

Unable to update credit card information

De3p — Tue, 24 Sep 2024 18:39:14 GMT

I am unable to update credit card information as the older card is about to expire.

From browser I am getting the following error: Sorry, we’re not able to process this request at this time. Please try again later.

From app: credit card validation failed. Please try again.

This error is happening for both public Mobile accounts. How can this be fixed?

Current Creditcard expired, next renewal is Oct 4th.

This

Re: Unable to update credit card information

De3p — Tue, 24 Sep 2024 18:45:10 GMT

Also note, Ive tried multiple attempts and browsers. This is a technical issue.

Re: Unable to update credit card information

slusagm — Tue, 24 Sep 2024 19:50:10 GMT

yes, many had that trouble

did you wait 24 hours before trying again? did you try using browser with Incognito mode? did you try using PM app? When try with PM app, enable the Location permission on the app settings first

Re: Unable to update credit card information

De3p — Tue, 24 Sep 2024 20:00:26 GMT

Yes, waited 24 hours. Tried using another browser on a different device as well. Tried reinstalling pm app. Location is enable.

Talking to support directly. She removed old credit card details but still same error. Tried a different Creditcard with same error.

Re: Unable to update credit card information

De3p — Fri, 27 Sep 2024 13:11:52 GMT

Support is looking into it. It's still not working.

Re: Unable to update credit card information

De3p — Wed, 02 Oct 2024 19:15:42 GMT

I was able to update my credit card information today. It just worked today on my account and wife's account. I've asked support for root cause no changes were made. I will provide an update once I know.

Re: Unable to update credit card information

De3p — Fri, 04 Oct 2024 01:53:35 GMT

This was the response I got back which was not the root cause as I attempted to use a different device that never accessed public Mobile before:

Unfortunately without specific security information we were not able to open your file.

The root cause in this kind of situations is the internet page or app that is loaded with cache and cookies.

Re: Unable to update credit card information

hTideGnow — Fri, 04 Oct 2024 01:56:48 GMT

HI @De3p

if you try to access different PM accounts on the same devices, you need to use Incognito/private/secret mode on your browser to avoid cache problem

or if you use app, you need to logout , and even go as far as Clear Data on the app info screen to avoid the cache problem

Re: Unable to update credit card information

De3p — Fri, 04 Oct 2024 02:38:09 GMT

No. As mentioned, I tried all that and deleted the app. Tried a different device and phone that never logged into public Mobile before. I was able to finally get my card registered using my main device for both accounts, but root cause is still unknown. Also random that support stated they couldn't open my file without confirming specific details, when it's the same account I logged in that has that detail. Not sure why I have to provide any details when it's available in my account already.