topic Account payment update help in Get Support

Account payment update help

Davidhnguyen — Thu, 07 Aug 2025 20:00:25 GMT

I'm trying to update my credit card information, but the only option it gives me after logging in is to activate my SIM card.

Any help would be appreciated. Thank you

Re: Account payment update help

slusagm — Thu, 07 Aug 2025 20:01:27 GMT

Your login email is not linked with My Account for whatever reason. But PM can link them back. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:

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

Re: Account payment update help

hairbag1 — Thu, 07 Aug 2025 20:02:20 GMT

@Davidhnguyen

try logging in using the Public Mobile app to update payment card info.

For web version, use incognito mode and clear cache files...see if that helps.

Re: Account payment update help

CSA_PM — Thu, 07 Aug 2025 21:18:58 GMT

Thank you for bringing this to our attention! The customer is already in a private conversation with one of our agents. The agent will continue assisting them directly.

Re: Account payment update help

hairbag1 — Thu, 07 Aug 2025 21:39:12 GMT

@CSA_PM wrote:
Thank you for bringing this to our attention! The customer is already in a private conversation with one of our agents. The agent will continue assisting them directly.

One would think that updating payment card would be easy to accomplish...but frequently mentioned in Forum that it fails. Is that a problem forum members can assist with or does it need to be fixed individually by Customer Support ? Changing and updating payment cards weren't a problem in the past...what's changed ?

Re: Account payment update help

CSA_PM — Thu, 07 Aug 2025 21:48:22 GMT

Hi there ! Thank you for bringing this up. The issue with updating or changing payment cards is a known system issue currently under investigation by the technical team. While some users may find success using different browsers or devices, these workarounds don't always resolve the problem.

To have the issue looked into on your account specifically, we recommend that you submit a ticket to the Customer Support team so they can escalate it to the appropriate technical department.

Re: Account payment update help

Sansan — Thu, 07 Aug 2025 21:49:05 GMT

I remember that we started talking about errors updating credit card information in November 2023, and it's not fixed yet.

I recall because at that time my cc was not going to expire until June 2025 and I was thinking how glad I was not I would not be affected since I had almost 2 years to go and surely the system would have been fixed by then!

I guess that was wishful thinking! I can appreciate that not everyone has the issue, however if only 1 person experiences errors when updating banking information, than is 1 too many!!

I updated my information in July and thankfully it went through without issues, but come on...this has been going on far way too long. Never seen this before.

Telus should be embarrassed really.