topic Re: Unable to pay, submit support ticket, edit address, etc. (no service) in Get Support

Unable to pay, submit support ticket, edit address, etc. (no service)

MagnusB — Tue, 01 Jul 2025 23:20:12 GMT

I am without service and can't even receive texts from Public in relation to my subscription.

I see this error message on the page: "notAbleToProcessRequest"
In the Network tab of the browser's developer tools, I see:

Request URI: POST https://securepay.telus.com/tokenization/tokenize
Response code: 400
Response body:
---
code: "40015"
reason: "BAD_REQUEST"
message: "Invalid billing address info"

After googling how to change my address, I tried to access the form, but all the fields were grayed out. When I refreshed, I was logged out again. It eventually let me submit, but even after changing the billing address, I still get the error. I can't access the form again to confirm because I now consistently get:

"Oops! We encountered an error processing your request."
"This may be due to a system error, please go back to the previous page and try again."

When I edited my address, I could either choose the address suggested by Google (which has a period in it), or I could erase the period. If I did the latter and submitted, it briefly flashed an "invalid address" (or similar) message, then it redirects to a page that shows the same error: "Oops! We encountered an error processing your request." In the dev tools console:
> TypeError: (intermediate value).map is not a function
> ge useEditPersonalInfo.js:284

I can't submit the support form because of what looks like a 301 redirect, which returned when submitting the form, and the page doesn't know what to do with it, so I'm moving this to the community.

No plugins/blockers in the mix. I have tried multiple devices and browsers.

Some general bugs:
- I get randomly logged out after very little time.
- I can't resize the window, or whatever form I'm filling out will be cleared.
- I tried to submit feedback as it was the only form that could possibly allow me to send any message whatsoever. I had to reduce it to less than 500 characters. Which with line changes is ridiculously little.
- Many more error messages, broken UI, etc.

I can't even get a payment voucher from recharge.com because of software bugs on their end.

Is it possible to get some help with this?

Re: Unable to pay, submit support ticket, edit address, etc. (no service)

hTideGnow — Tue, 01 Jul 2025 23:27:30 GMT

hi @MagnusB did you login My Account and pay there? or use this link to make a manual top up

https://myaccount.publicmobile.ca/en/account/payment/funds/card

if that does not work, ask PM to check

you can submit by direct message:

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: Unable to pay, submit support ticket, edit address, etc. (no service)

Sansan — Tue, 01 Jul 2025 23:29:56 GMT

Address doesn't really matter, so no need update it as PM doesn't mail you anything.

Vouchers can be purchased from most gas stations.

Clear cache on browser and try these links.

https://myaccount.publicmobile.ca/en/account/payment/payvoucher

https://myaccount.publicmobile.ca/en/account/my-payment/manage-subscription

If you cannot login and you need to contact PM you can use the link below.

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

Re: Unable to pay, submit support ticket, edit address, etc. (no service)

MagnusB — Wed, 02 Jul 2025 03:09:27 GMT

Thanks for the quick response.

Yes, I have tried paying in several ways, including the two you mentioned, but have not been able to due to bugs/error messages so far. I have cleared my cache/site data in all browsers I have tried and have tried private/incognito windows as well with no plugins enabled.

The note-to-user-id/22437 link takes me to an empty page that says "Private Messages" and "Powered by Khoros":

I would assume the billing address matching my credit card would have some importance.

Re: Unable to pay, submit support ticket, edit address, etc. (no service)

hTideGnow — Wed, 02 Jul 2025 03:22:15 GMT

hi @MagnusB please try messaging @CS_Agent using another browser, or use Incognito mode of the browser

or click this: @CS_Agent to open CS agent profile page and then click Send Message on their profile page

honest, address does not matter. you just need the postal code matches what on the credit card. And your issue might be just because of the glitchy PM payment system and not an issue of your own

if you want to pay quick, but a voucher from Shoppers Drug Mart or gas station and then load the voucher on My Account

Re: Unable to pay, submit support ticket, edit address, etc. (no service)

MagnusB — Thu, 03 Jul 2025 01:30:31 GMT

I found a working solution under the following conditions with the help of CA_Agent:

- Private window in Firefox
- No extensions
- A specific card/postal code combination
- No dots in the billing address
- No spaces in the postal code
- Updating through the notice about having to update my payment method in My Account

I'm not sure which factors above contributed to it working.

Thanks for the help!

Edit: I also had to click the "@CS_Agent" before I was able to send a DM.