topic Re: Can't update my account address in Get Support

Can't update my account address

Dave_Of_The_Woo — Sat, 02 Aug 2025 01:32:02 GMT

Trying to update my address and I keep getting a message that the address is not valid. The new address is in exactly the same format as my previous address, i.e. [Street Number], [Direction Street], [City], [Province], [Postal Code]. Weird that the address would not be valid since I'm living there.

Re: Can't update my account address

hTideGnow — Sat, 02 Aug 2025 01:33:41 GMT

HI @Dave_Of_The_Woo

PM is a prepaid carrier and they never really care about address. Even with the credit card, address is not needed

so, you can leave it the old address as it is. But if you really want that to be changed, ask PM support agent to help

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: Can't update my account address

slusagm — Sat, 02 Aug 2025 01:35:43 GMT

where you try to change the address? I thought they removed it. In the My Account website, there is no address to be changed anymore

Re: Can't update my account address

Dave_Of_The_Woo — Sat, 02 Aug 2025 01:37:36 GMT

OK. So, I managed to get my address updated. Now I can't update my new credit card expiry date. I get an: 'notAbleToProcessRequest' error.

Re: Can't update my account address

slusagm — Sat, 02 Aug 2025 01:38:48 GMT

Probably they can't do 2 things on the same day, maybe system sync issue. Try again in 2 days

Re: Can't update my account address

hTideGnow — Sat, 02 Aug 2025 01:38:50 GMT

hi @Dave_Of_The_Woo

PM payment system is glitchy sometimes

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: Can't update my account address

Dave_Of_The_Woo — Sat, 02 Aug 2025 01:45:11 GMT

In your account profile, just click the edit button for your name and your address will come up. When I did that the system was not offering address selections when I repeatedly tried typing in the new address. Eventually, in another browser, it offered up the correct address selection and saved the new address.

Re: Can't update my account address

Dave_Of_The_Woo — Sat, 02 Aug 2025 01:46:09 GMT

It would not take the new credit card expiry date before or after changing to the new address.

Re: Can't update my account address

Dave_Of_The_Woo — Sat, 02 Aug 2025 01:50:18 GMT

I submitted a new ticket on the credit card problem.

Re: Can't update my account address

Sansan — Sat, 02 Aug 2025 02:03:59 GMT

When I updated my cc# a week ago, all they asked for was PC. There was no option to add or update address. I typed the incorrect PC and it gave the error message. When I entered the correct one, pulled the screen down to refresh then I was able to update cc.

Re: Can't update my account address

computergeek541 — Sat, 02 Aug 2025 08:54:50 GMT

@Sansan wrote:
When I updated my cc# a week ago, all they asked for was PC. There was no option to add or update address. I typed the incorrect PC and it gave the error message. When I entered the correct one, pulled the screen down to refresh then I was able to update cc.

That's because there is no address field in the payment systems. Billing address is not part of the credit card system checks used at Public Mobile. The postal code in the payment section needs to be correct, but the actual address for the Public Mobile account (including the postal code part) can actually be set to anything.

Re: Can't update my account address

computergeek541 — Sat, 02 Aug 2025 08:56:47 GMT

@hTideGnow wrote:
hi @Dave_Of_The_Woo
PM payment system is glitchy sometimes
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

Location permissions are not needed to update credit card. Credit cards can be added or updated even if you purposely disable that app permission. I've personally tested this.