topic Re: Cannot Update Credit Card Information in Get Support

Cannot Update Credit Card Information

Kevin314 — Mon, 29 Dec 2025 23:38:24 GMT

My credit card expired, and I am trying to update it with a new card. I've tried three ways:
1. On the website, I get notAbleToProcessRequest error

2. On the website in incognito, I get notAbleToProcessRequest error

3. On the app, I get "Credit card validation failed. Please try again."

I am pretty certain I am entering all of my information correctly, and I believe it's not on my bank's end (I've been using the card fine otherwise). However, the one wrinkle is the billing address might be a US postal code now (although I believe other companies have no problem using my Canadian postal code). However, I cannot test this theory because the system only accepts X#X #X# format.

Thank you!

Re: Cannot Update Credit Card Information

slusagm — Mon, 29 Dec 2025 23:42:05 GMT

@Kevin314

it's not the postal cade format, the form will automatically update it

but it is a system issue, many had similar issue. You might want to wait 24 hours and try again

if you cannot wait as account already suspended, get a voucher from Shoppers Drug mart and load the voucher using *611 to resume service first

Re: Cannot Update Credit Card Information

Dunkman — Mon, 29 Dec 2025 23:45:15 GMT

@Kevin314

Public mobile does not accept USA based credit cards anymore. If the postal code does not match the billing costal code, PM will unlikely accept.

You could try a different web browser or a different device