topic Re: I can't change my payment method in Get Support

I can't change my payment method

zhangyuenet — Tue, 19 Aug 2025 14:47:53 GMT

I stopped using my previous credit card for some reason.
I tried to update the payment method with another credit card but got the error message: "notAbleToProcessRequest".

I'm not sure how to set up the new payment card.

Thank you.

Re: I can't change my payment method

hTideGnow — Tue, 19 Aug 2025 14:49:24 GMT

hi @zhangyuenet

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: I can't change my payment method

slusagm — Tue, 19 Aug 2025 14:50:24 GMT

you probably tried too many times and got a temporary lock

wait 24 hours first, then try changing it using browser with Incognito mode

Re: I can't change my payment method

ORNGNBLK — Tue, 19 Aug 2025 14:50:27 GMT

@zhangyuenet have you tried to update using the app AND the web browser.? Sometimes the app is the best version. If no luck still, open a ticket suing the orange chat bubble and a CS rep can assist you . Hope this helps

Re: I can't change my payment method

zhangyuenet — Tue, 19 Aug 2025 16:37:03 GMT

Yes, thank you.

I made the payment at Shoppers.