Account expired

[rocky5]

my account has expired because my credit card has expired but I have tried putting in my new credit card information but won’t work 

[alexin]

I called the bank yesterday. The service agent said she fixed it, but it may take a day or two to come into effect. I'm gonna try to make a purchase on Monday to see if it's fixed.

[darlicious]

@alexin 

Did your bank change it to English when you inquired? Maybe you should try a $1 payment to see if it goes thru? Otherwise it may cause an autopay failure on your next renewal.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[alexin]

I just checked the statements. Yes, my address is written in French there. But when I log on to my profile in the bank's website, I see my address in English. I don't know why those are in different format. 

[darlicious]

@alexin 

That is interesting. Does your billing statement have your address in french as well?

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[esjliv]

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@alexin wrote:

I have been having a similar problem. I had to call my bank. After some inspection, they found that my address was written in a different format in their system. I always write it in English, but their system had it in French. That was causing the problem. So, you can check with your bank,

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That is interesting @alexin .

I can see that being a problem when companies need this information to match the bank/credit card info.

I would not think of a language difference.

[alexin]

I have been having a similar problem. I had to call my bank. After some inspection, they found that my address was written in a different format in their system. I always write it in English, but their system had it in French. That was causing the problem. So, you can check with your bank,

[pkaraa]

If you have tried too many times then try tomorrow so it ll be unlocked from a fraud lock.

Clear cookies and use private mode or incognito mode before doing it again.

For me it worked when I remove the old card and logout and login again and then added the new card expiry date and CVV.

For additional help, you can open a ticket by clicking the blurb on the bottom right OR contact support agents by sending a direct msg to CS_Agent.

[darlicious · Accepted solution]

@rocky5 

I just click on one time payment and in the middle of the page you can click on manage my card. Then I follow this procedure....

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from customer support.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[JK8]

@rocky5 

When you go to change your card, clear the browser cache/history. Close browser and then open a new window in incognito mode. Chrome and edge browser works well.

[softech]

@rocky5 

is your credit card with the new expiry date currently updated on the system?  If not yet,  please first update it by going to My Account->Payment Tab, then click Mange my card and the click Replace this credit card:

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/