topic Re: Unable to update payment info in Get Support

Unable to update payment info

Johnsmith3 — Wed, 29 Apr 2026 16:03:16 GMT

My account is stuck on ‘Manage Payment Method’ with ‘notAbleToProcessRequest.’ Please reset my payment profile and clear all stored payment tokens so I can add a new payment method.

Note: Public Mobile is whitelisted at bank

Re: Unable to update payment info

hTideGnow — Wed, 29 Apr 2026 16:06:27 GMT

hi @Johnsmith3

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 update payment info

slusagm — Wed, 29 Apr 2026 16:07:14 GMT

it is an common system issue. You can choose to wait 24 hours first and try again using browser with Incognito mode, or you can buy a voucher and pay if you need to resume service now. You can buy the voucher from any Shoppers Drug Mart store, or any Loblaw's brand supermarket. Then load the voucher using My Account, PM app or by calling *611

Re: Unable to update payment info

Johnsmith3 — Wed, 29 Apr 2026 16:09:59 GMT

I’ll check shoppers drug Mart for vouchers. However, I would prefer a long-term solution that doesn’t require going back-and-forth to the store, or using a third-party to add funds to my account. I’ve tried using a different browser, incognito mode waiting a day, everything ends with the same error message.

Re: Unable to update payment info

Johnsmith3 — Wed, 29 Apr 2026 16:10:40 GMT