topic Re: Updating credit card information. in Get Support

Update credit card information

gibby22 — Tue, 14 Oct 2025 21:53:37 GMT

I have tried several times today to update my credit card information. Each time I got a message that I was unsuccessful. What is my next step?

Re: Update credit card information

slusagm — Tue, 14 Oct 2025 21:54:35 GMT

Wait 24 hours and try again. Try again with browser using Incognito mode

Re: Update credit card information

hTideGnow — Tue, 14 Oct 2025 21:55:07 GMT

HI @gibby22

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: Update credit card information

gibby22 — Tue, 14 Oct 2025 21:58:40 GMT

I am using the App. Does that make a difference?

Re: Update credit card information

gibby22 — Tue, 14 Oct 2025 22:00:19 GMT

My card expires at the end of the month.

Re: Update credit card information

hTideGnow — Tue, 14 Oct 2025 22:01:01 GMT

hi @gibby22

not really, the payment card issue is with the system itself. But you can try using the browser. or wait a day or longer before you try again is better

Updating credit card information.

gibby22 — Sun, 19 Oct 2025 00:19:43 GMT

My card expires at the end of the month. I have been attempting to update my credit card information without success. I get "update failed " message. I submitted a ticket xxxxxxxxxxxx on the 16th @8:50 am. I have not received a response. Help!!!!

Re: Updating credit card information.

hTideGnow — Sat, 18 Oct 2025 23:21:14 GMT

hi @gibby22

PM payment system is glitchy sometimes

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: Updating credit card information.

Chalupa_Batman — Sat, 18 Oct 2025 23:24:49 GMT

@gibby22 wrote:
My card expires at the end of the month. I have been attempting to update my credit card information without success. I get "update failed " message. I submitted a ticket 295042-191 on the 16th @8:50 am. I have not received a response. Help!!!!

Hello @gibby22

The website is known to have cache issues. Try a different browser, before you start, clear the history, cache and cookies. Then restart that browser and open incognito or private mode and try again. I have also find it better to update my credit card on the app.

If you are still having issues, go to your mail box, click on Inbox and click on Sent. Reply to your ticket and say UPDATED NEEDED! There is zero reason it should take more than 24 hours for a CS Agent to respond to you. That's embarrassing!!

Re: Updating credit card information.

gibby22 — Sat, 18 Oct 2025 23:29:18 GMT

I am using the app. In fact, I updated it today and then attempted to update my card. I use Brave. Is there an issue with

Re: Updating credit card information.

gibby22 — Sat, 18 Oct 2025 23:30:11 GMT

Where is my mailbox?

Re: Updating credit card information.

Chalupa_Batman — Sat, 18 Oct 2025 23:33:26 GMT

Top corner of this page.

Or a direct link.

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

Re: Updating credit card information.

hTideGnow — Sat, 18 Oct 2025 23:32:50 GMT

@gibby22 wrote:
Where is my mailbox?

hi @gibby22

easiest to use this link

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

Re: Updating credit card information.

Chalupa_Batman — Sat, 18 Oct 2025 23:32:53 GMT

@gibby22 wrote:
I am using the app. In fact, I updated it today and then attempted to update my card. I use Brave. Is there an issue with

If you're using the app, if it's an Android, go into your app settings, clear the apps cache, then data, reboot phone and try again. THIS should resolve it. If you're using Brave on your phone or browser, try clearing the cache, cookies and history. This should give you a fresh start.

Re: Updating credit card information.

gibby22 — Sat, 18 Oct 2025 23:41:16 GMT

Where do I find the app settings?

Re: Updating credit card information.

hTideGnow — Sat, 18 Oct 2025 23:45:17 GMT

hi @gibby22

use the browser, it is easier

But for App, you can find App Settings at your Settings menu, App

if you cannot find it, quickest way is to uninstall PM app, reboot phone and reinstall the app

Re: Updating credit card information.

Chalupa_Batman — Sat, 18 Oct 2025 23:51:44 GMT

@gibby22 wrote:
Where do I find the app settings?

Method 1: From the Apps list

From your Home screen, swipe up to view all your apps.
Scroll down to find the Settings app, which has a gear icon.
Tap the Settings icon to open it.
In the main settings menu, tap Apps.
Tap See all apps if your app isn't immediately visible.
Tap the specific app you want to change settings for.

At this point tap on Public Mobile and delete cache first, then data then reboot.

Re: Updating credit card information.

gibby22 — Sun, 19 Oct 2025 00:13:38 GMT

Tried it but still can't update my credit card information.

Re: Updating credit card information.

hTideGnow — Sun, 19 Oct 2025 00:15:59 GMT

hi @gibby22

as said in my post above, the system is glitchy and you need to wait at least 24 hours if you are not in a rush, or buy vouchers from stores like Shoppers Drug Mart if you need to resume service now. This is the full list of voucher locations (but best to buy from Shoppers or Loblaws)

https://www.publicmobile.ca/en/payment-voucher

Re: Updating credit card information.

Chalupa_Batman — Sun, 19 Oct 2025 00:22:27 GMT

@gibby22 wrote:
Tried it but still can't update my credit card information.

That is odd. Question, when you go to the Payment tab, the click on Add Funds to account and then try to make a payment that way? Just saying that might be a way to make a payment now and then when a CS Agent finally reaches out to you to resolve it, then you can get back up and running if you don't have connection now.