topic Re: I cannot update my credit card information in Get Support

I cannot update my credit card information

wscc566 — Mon, 30 Jun 2025 21:31:06 GMT

I cannot update my credit card information because I receive paper mail billing to a residential condominium unit address. In general, Public Mobile needs to modify their system to allow credit card information and expiry updates from residential condominium and apartment residents. This is an ongoing problem for thousands of customers-clients.

Re: I cannot update my credit card information

hTideGnow — Mon, 30 Jun 2025 15:33:03 GMT

hi @wscc566

can you try without the unit number? I think with the current card update, the important thing is just the postal code , and name, card number and CCV number only

Re: I cannot update my credit card information

slusagm — Mon, 30 Jun 2025 15:36:44 GMT

@wscc566

there is no address to enter when you update the credit card

PM also removed the address in Profile or Manage EverSafe ID screen. You cannot update the address anymore

if you need a different address on the invoice, you need to ask PM to put it in. Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen
Or message them using this link:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: I cannot update my credit card information

Chalupa_Batman — Mon, 30 Jun 2025 15:39:37 GMT

@wscc566 wrote:
I cannot update my credit card information because I receive paper mail billing to a residential condominium unit address. In general, Public Mobile needs to modify their system to allow credit card information and expiry updates from residential condominium and apartment residents. This is an ongoing problem for thousands of customers-clients.

I don't think your address has anything to do with it. The issues IMO are cache related.

The Public Mobile website and apps have known cache issues. Go into your browser settings, clear the cache and restart the browser. Once reopened, go into incognito mode and try again. Try one full hour from the last time you tried or it will continue to block you for another hour.

Re: I cannot update my credit card information

wscc566 — Tue, 01 Jul 2025 01:04:50 GMT

Can you please enter my address as :

Mr. xxxxxxxxxxxxxxx

Residences xxxxxxxxxxxxxxxxxxxxx

xxxxxxxxxx - xxxxxxxxxxxxxx xxxxxxxx

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

This is what is on my credit card statement. It needs to match exactly.

Thank you and please advise me when this is done.

I tried the above methods with the cache, private browsing, etc. and it did not work.

Thank you,

Michael

Re: I cannot update my credit card information

computergeek541 — Tue, 01 Jul 2025 01:07:19 GMT

@wscc566 wrote:
Can you please enter my address as :
Mr. xxxxxxxxxxxxxxx
Residences xxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxx - xxxxxxxxxxxxxx xxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

This is what is on my credit card statement. It needs to match exactly.
Thank you and please advise me when this is done.
I tried the above methods with the cache, private browsing, etc. and it did not work.

Please do not post your contact information here as the people responding you here are only other customers who cannot access your Public Mobile account. Also, the information here can be seen by anyone. Please remember that address on file in the Public Mobile profile is not related in any way to payment. Only the postal code is cross referenced to your credit card, and that it's in a separate part of your Public Mobile account.

Re: I cannot update my credit card information

wscc566 — Tue, 01 Jul 2025 02:24:52 GMT

Unfortunately nothing has worked. I cleared my cache, went to private browsing and attempted to reset my credit card information over an hour later. No success.

Now what?

Re: I cannot update my credit card information

hTideGnow — Tue, 01 Jul 2025 02:27:59 GMT

hi @wscc566

so, it has nothing to do with your address but you just cannot update the credit card?

PM card update page is glitchy. if your plan not expired or suspended yet and you still have time, please wait a day or even longer before you try again. When you try, try using both Incognito/private/secret mode on your browser and try with Public Mobile app (with Location Permission enabled)

but if your plan has already expired or you need to pay it very soon, then buy a voucher from Shoppers drug mart or gas stations and then load the voucher using *611 or My Account

Re: I cannot update my credit card information

wscc566 — Tue, 01 Jul 2025 21:34:51 GMT

Thank-You, but such is only a temporary solution until I ca try later to fix the problem, if possible.

Re: I cannot update my credit card information

wscc566 — Tue, 08 Jul 2025 01:09:22 GMT

I will work on my situation on the weekend. I bought a $45 voucher as a temporary stopgap solution. To clarify what I wrote before, the A.I.(?) which reads the address information box needs an exact match with my credit card statement address which in turn must contain my residential condominium unit number for land mail delivery to the mailbox assigned/addressed for my residential condominium unit number. It is a conundrum for many tens of thousands of rental apartment tenants and condominium apartment and condominium townhouse owner-occupants and tenants in Canada. Your address system requirements only work for freehold townhouses and semi-detached and fully-detached houses. This is an ongoing oversight or something more.

Re: I cannot update my credit card information

slusagm — Tue, 08 Jul 2025 01:20:18 GMT

@wscc566

as said, there is no address field to fill in when update credit card.