topic Re: credit card change in Get Support

credit card change

lcarole9 — Thu, 17 Jul 2025 01:32:07 GMT

How do you get your credit card to register? I keep getting notAbleToProcessRequest

Re: credit card change

Chalupa_Batman — Thu, 17 Jul 2025 01:37:46 GMT

@lcarole9 wrote:
How do you get your credit card to register? I keep getting notAbleToProcessRequest

Sounds like a cache issue @lcarole9

Wait one hour since the last time you tried. Then go into your browser settings and clear the cache. Restart the browser, then go into Incognito mode and log back in and try again.

You can also use the app. Android, same issue. Go into App settings and clear the cache and restart phone and try again. iPhone, delete the app, reboot, redownload the app and try again.

If you still need help, CS Agents can direct and assist.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

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

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.

Re: credit card change

slusagm — Thu, 17 Jul 2025 01:40:15 GMT

Try again using browser with incognito mode, and try using PM app (clear app cache first)

If that does not work still, wait 24 hours and try again.

If account suspended or going to renew very soon and cannot wait, buy voucher from Shoppers or London Drugs or gas station and load voucher using My Account or *611

Re: credit card change

lcarole9 — Thu, 17 Jul 2025 14:49:34 GMT

I cleared the cache last evening and waited till this morning to try again and got the same

notAbleToProcessRequest . I'm not very good on the tech and only want to update and pay the

subscription. Please advise. lcarole9

Re: credit card change

Nezgar — Sun, 20 Jul 2025 04:45:30 GMT

@lcarole9 wrote:
How do you get your credit card to register? I keep getting notAbleToProcessRequest

I found that when updating credit card information, Public Mobile will verify the postal code you enter with the address the card issuer has on file for that card to save. So double check with the card issuer that the postal code you are entering is what they have on your file and give it another try...

Re: credit card change

lcarole9 — Fri, 25 Jul 2025 04:13:56 GMT

I contacted the credit card company and they had blocked the card. No explanation why. They

cancelled the card and reissued another. I entered it in the payment field to update subscrition

and it worked fine.

lcarole9

Re: credit card change

Nezgar — Fri, 25 Jul 2025 14:19:07 GMT

@lcarole9 wrote:
I contacted the credit card company and they had blocked the card. No explanation why. They cancelled the card and reissued another. I entered it in the payment field to update subscription and it worked fine.

Thanks for coming back to update us all on the root cause. Hopefully smooth sailing with Public Mobile from here on out!