topic Re: Unable to change subscription in Get Support

Unable to change subscription

EricL3 — Fri, 11 Jul 2025 15:06:50 GMT

Hello

I am managing 3 different accounts for different members of my family and this week I started changing the default subscription they all had (3 different login name, same credit card on the 3 accounts). No problem for the 2 first ones, did it via web browser.

Third one is refusing to upgrade the subscription. When I do it via a web browser, when I click the final confirm, the screen is stuck in "loading" animation. I tried several times on different computer and different web browser, same thing.

So I installed the app on my son phone (the one for which I am having issue upgrading) and same thing, it does not work and says to check the paiment method. I know it is valid but still I tried a different credit card and it does the same. When I try to apply immediately instead of "on renewal", it says paiement failed.

I am kind of stuck now, any suggestion?

Thanks!

Re: Unable to change subscription

hTideGnow — Fri, 11 Jul 2025 15:09:35 GMT

hi @EricL3

it could be just a browser cache problem, especially when you manage multiple accounts. Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Unable to change subscription

EricL3 — Fri, 11 Jul 2025 15:13:01 GMT

I was able to submit a ticket, thank you

Re: Unable to change subscription

EricL3 — Fri, 11 Jul 2025 17:14:25 GMT

CS Agent have been useless. They don't understand that I am managing 3 accounts for my family and they refuse to even look at my case.

Between AI chatbot and CS Agent, support is really terrrible and without this community, I think Public Mobile would go down very fast.

I am now considering other alternatives since I cannot update one of my accounts.

Re: Unable to change subscription

hTideGnow — Fri, 11 Jul 2025 17:53:27 GMT

hi @EricL3 did you try using another browser?

or simple ask PM support agent to help change Subscription for you instead of fixing login