topic Re: Address is valid but not in app database in Get Support

Address is valid but not in app database

Anastasia22 — Sat, 01 Mar 2025 20:22:02 GMT

Hi there,

I'm trying to buy a plan in the app but when I get to the enter address page, my address isn't found in the drop-down list and neither is my village (Muenster, SK,xxxx). I have credit cards registered to this address and receive packages here so I can confirm it is a valid address.

Could you subscribe to a plan for me and input my address manually? I spoke to customer support they said they understood the problem but don't have the tools to fix it. From the forums I see this is a common problem

Appreciate the help

Re: Address is valid but not in app database

Chalupa_Batman — Sat, 01 Mar 2025 20:23:38 GMT

@Anastasia22 wrote:
Hi there,
I'm trying to buy a plan in the app but when I get to the enter address page, my address isn't found in the drop-down list and neither is my village (Muenster, SK,xxxx). I have credit cards registered to this address and receive packages here so I can confirm it is a valid address.
Could you subscribe to a plan for me and input my address manually? I spoke to customer support they said they understood the problem but don't have the tools to fix it. From the forums I see this is a common problem
Appreciate the help

Hey @Anastasia22

Truth be told, don't worry about your address. You can even use your work address or a family address. Addresses don't really matter here. Try again using a different address and it's correct postal code.

Re: Address is valid but not in app database

TheSterlinger — Sat, 01 Mar 2025 20:27:48 GMT

Hi, If you were in contact with an there are the ones to fix it for you. We are customers like yourself and cannot fix or update information for other customers.

Did you confirm that that postal does indeed match your credit card?

My suggestion would be to pick the closest town to your area from the lists and record that city and postal code for future reference should you be asked for it. Other than to mail a sim card to you, Public Mobile does not do address verification or mail you anything to the address on file.

Or use a family members address to subscribe and once it's confirmed, update it later. ( I fear however that if it's not found now, you probably won't be able to update later either.)

Re: Address is valid but not in app database

Anastasia22 — Sat, 01 Mar 2025 20:31:42 GMT

Problem is it's my shipping information and I'm shipping a sim to my address, I tried my work address too and it doesn't recognize that either, will show one street but not the other... really need a manual option here because the address database has errors. Is there someone who can enter my address into the system manually?

Re: Address is valid but not in app database

TheSterlinger — Sat, 01 Mar 2025 20:38:26 GMT

Only the agent can do it. I would purchase from Amazon they have one for $4.99 it works. Or get from a Telus/Koodo/ mobile Klink store at $10. It's quicker. Then add to your account once you have it within the app.

Re: Address is valid but not in app database

Phil_Adelphus — Sat, 01 Mar 2025 20:40:05 GMT

@Anastasia22 Do you have a Telus/Koodo store anywhere near you? You can purchase a sim card there, or order from Amazon. Either way, contact customer service again (be aware delivery of sim cards from PM can be slow) they may suggest you buy one and whether they will credit you. Assuming esim is out of the question? Here's the link to private message PM support agents

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

Re: Address is valid but not in app database

hTideGnow — Sat, 01 Mar 2025 21:03:10 GMT

hi @Anastasia22

is that a new address?

you really have to put in the correct address and postal code or you will got stuck with the payment step.

you should had PM support agent to see if they can add the proper address in the system so the lookup would work

message them:

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

Support will reply via Community inbox here within 2 to 4 hours:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Address is valid but not in app database

computergeek541 — Sat, 01 Mar 2025 21:07:55 GMT

@hTideGnow wrote:
you really have to put in the correct address and postal code or you will got stuck with the payment step.

Other than the postal code, Public Mobile's payment systems do not check the address assoiciated with a credit card. The Public Mobile profile address does not need to match that of the credit card. The only reaosn for the correct address being needed has to with mailing of the SIM card.

Re: Address is valid but not in app database

hTideGnow — Sat, 01 Mar 2025 22:04:51 GMT

hi @computergeek541 but when activation, the address is auto lookup and it might not give you another change to enter a different postal code at the payment screen.

Re: Address is valid but not in app database

computergeek541 — Sun, 02 Mar 2025 02:38:44 GMT

@hTideGnow wrote:
hi @computergeek541 but when activation, the address is auto lookup and it might not give you another change to enter a different postal code at the payment screen.

The above isn't correct. The page following the address entry for shipping the SIM card is the payment page. I've already checked on this, on the payment page, postal code for payment needs to be entered. Once again, the mailing address is not associated with payment in any way.

Re: Address is valid but not in app database

umnikke8 — Mon, 03 Mar 2025 17:45:13 GMT

I'm curious, does Canada Post's address complete system accept your address? I'm wondering if they are validating against that.

Here's one place to access it: https://www.canadapost-postescanada.ca/cpc/en/tools/find-a-postal-code.page

On that page, enter just some of the address slowly and see what pops up. If you put in too much, or in a different format, it can't find anything.