topic Re: RBC card not working in Get Support

RBC card not working

tonisage — Thu, 03 Oct 2024 22:46:19 GMT

What could be the issue please, while trying to register my line with my RBC mastercard, I get a payment error

Re: RBC card not working

Chalupa_Batman — Thu, 03 Oct 2024 22:49:05 GMT

@tonisage wrote:
What could be the issue please, while trying to register my line with my RBC mastercard, I get a payment error

There may be an issue with the postal code if it's incorrect. I had this issue a while back helping update my neighbors mastercard. Try keeping the postal code all one group and then try to split in the middle. Also, you may need to clear the cache in your browser or Android phone as there are cache issues.

If you're still having issues, please contact a CS Agent.

To submit a ticket with CS Agent using this Chatbot link

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Type Customer Service and follow the prompts. If you are having any issues, here is a direct link by sending a private message

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

Re: RBC card not working

hTideGnow — Thu, 03 Oct 2024 22:48:59 GMT

hi @tonisage it's not the RBC card not working but the payment system sometimes is glitchy

Look like you are not using the PM app to activate. Try download the app and better to setup another email login and test

Re: RBC card not working

tonisage — Thu, 03 Oct 2024 23:31:04 GMT

App doesnt work too, i will try again tomorrow then, not working even with a new email. Not a good way to start with PM, LOL

Re: RBC card not working

tonisage — Thu, 03 Oct 2024 23:31:53 GMT

the postal code is splitted by default

Re: RBC card not working

hTideGnow — Thu, 03 Oct 2024 23:33:10 GMT

HI @tonisage

yes, I don't think the postal code is the reason as long as you have the system to auto-lookup your address

and it is true the payment system is frustrating sometimes. I hope you get a better experience tomorrow.

and you have another credit card to try?

Re: RBC card not working

tonisage — Thu, 03 Oct 2024 23:34:51 GMT

The other credit card I have is Walmart's Mastercard. Is that ok to try?

Re: RBC card not working

tonisage — Thu, 03 Oct 2024 23:39:14 GMT

I just tried using the Walmart Mastercard, same issue

Re: RBC card not working

computergeek541 — Fri, 04 Oct 2024 06:44:15 GMT

@Chalupa_Batman wrote:
There may be an issue with the postal code if it's incorrect. I had this issue a while back helping update my neighbors mastercard. Try keeping the postal code all one group and then try to split in the middle. Also, you may need to clear the cache in your browser or Android phone as there are cache issues.

Public Mobile doesn't even allow changes to formatting of the postal code. If a customers even tries to use the spacebar or insert a hyphen, those won't do anything.

Re: RBC card not working

tonisage — Fri, 04 Oct 2024 12:14:00 GMT

A new day, payment not going through, I can't activate my new SIM card. Is this what y'all go through on PM?

I came across this, https://productioncommunity.publicmobile.ca/t5/Get-Support/Important-Update-Regarding-Recent-SMS-Notifications/td-p/1258620

Could that be the reason?

Re: RBC card not working

hTideGnow — Fri, 04 Oct 2024 13:49:02 GMT

hi @tonisage

don't think that SMS issue is related

not sure what to suggest from there other than ask you to wait and try again using the app later

but you can still try ask PM support, but for activation, they cannot do much until the account is activated , at least past the payment step

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

Re: RBC card not working

tonisage — Fri, 04 Oct 2024 16:28:41 GMT

Correct,

but I was referring to alot of folks in that thread also complaining of failed payments. This is really tiring

Re: RBC card not working

tonisage — Fri, 04 Oct 2024 22:56:18 GMT

Successful!

Thanks everyone

Re: RBC card not working

tonisage — Fri, 11 Oct 2024 12:22:37 GMT

So what changed? I contacted the CS agent, who said, "The postal code that the bank has for the card needs to match the postal code registered on the account."

Apparently, I just moved this week, so I was using my new postal code while my bank still had my old postal code (which I will change next week).

@hTideGnow @computergeek541 @Chalupa_Batman Thanks y'all

Re: RBC card not working

hTideGnow — Sun, 06 Oct 2024 01:00:05 GMT

hi @tonisage so, you are using the address and/or postal code you used on PM is different from the bank's record?

Re: RBC card not working

tonisage — Sun, 06 Oct 2024 01:12:18 GMT

No, the postal address on my PM is same as my Bank record. The CS Agent said they must be same for payment to work.

I was using my new address while I hadn't updated my bank record, that was the reason why my payment kept failing.

Re: RBC card not working

computergeek541 — Sun, 06 Oct 2024 02:40:52 GMT

@tonisage wrote:
So what changed? I contacted the CS agent, who said, "The address that the bank has for the card needs to match the address registered on the account."

Apparently, I just moved this week, so I was using my new postal code while my bank still had my old postal code (which I will change next week).

Unfotunately, the customer support agent has provided incorrect infromation. The address in your Public Mobilee account does not need to match that of the credit card. In the payments section of your Public Mobile self serve account, it's only the postal code saved in the payments section that needs to match that of the one associated of your credit card. There's actually no address saved at all for your credit card in your Public Mobile account.