topic Re: Unable to use credit card in Get Support

Unable to use credit card

tanjajansen — Fri, 27 Feb 2026 21:20:58 GMT

Hi!

I used my credit card for autopayment for years. Last year sometime I needed to update my information and it has stopped accepting my credit card, giving me an error message "notAbleToProcessRequest". I got in touch with my bank and it is not an issue on their end. My address information is up to date.

My bank is charging me $16 monthly for using my debit card instead of my credit card so I would really like to use my credit card again for autopayments.

Re: Unable to use credit card

hTideGnow — Fri, 27 Feb 2026 21:23:14 GMT

hi @tanjajansen

did you try updating card again today? maybe it will work now

But it is true, 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 Loblaws or No Frills and then load the voucher using *611 or My Account

This is the full list of retails that you can buy vouchers. Vouchers in some stores need to wait 24 hours, but vouchers from Shoppers and Loblaws can be redeemed immediately:
https://www.publicmobile.ca/en/payment-voucher

On top of physical stores, you can also buy online with extra service fess: buy from muskbird.com , ding.com , recharge.com

Re: Unable to use credit card

tanjajansen — Fri, 27 Feb 2026 21:25:34 GMT

I have been trying to update on and off for the last few months now and I am continuously running into the same issue, so it appears to me the system is not glitchy sometimes for me, it is being glitchy all the time. I am able to pay my bills because I am using my debit card instead now, but my bank charges fees for doing that so I want to use my credit card for payments but public mobile is not letting me do that. also not in a different browser.

Re: Unable to use credit card

hTideGnow — Fri, 27 Feb 2026 21:27:53 GMT

HI @tanjajansen

usually trying again after awhile will fix it, but seems like it is not the case for you. You need to ask PM support agent to check what was wrong. But keep in mind, they might be able to tell you what the error was, but they won't help to add the card for you

if same, then 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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
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: Unable to use credit card

BKNS27 — Fri, 27 Feb 2026 21:47:30 GMT

@tanjajansen

Dial 611 or call 1-855-4PUBLIC and pay with CC on file but you will need your PIN.

If you don’t remember or setup your PIN. Reset it:

https://myaccount.publicmobile.ca/en/account/reset/pin