Can not verify my credit card information

[joshcollin]

I have been using the same BMO Online Debit Mastercard since I joined and when my plan expired I went to make a payment and it said it couldn't verify my credit card information.  So I deleted the card and re-entered it, same thing "can not verify credit card information".  I have the required funds there and available, but now have no way to pay for my next month's plan.  I don't understand why, nothing has changed since last month.

[darlicious]

@joshcollin 

Make sure you wait one full hour before trying again as you only get two attempts before getting that message. More than 5 attempts with the same card in a 24 hour period will trigger the fraud lock as mentioned by @hTideGnow  but it doesn't sound like you are there yet. Double check your banks billing statement address for any little change that may have occurred and compare it to your official canada post address. Be sure to use the full name on the card.

One user found out their bank had his address in French and he was entering it in English. Here is some further advice for entering your payment info....

Edit:

You can send a private message as well....see below but if an hour has passed then give it another go...

Spoiler

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 #.

[joshcollin]

When I click the link or the chatbox it says oops this service is temporarily unavailable lol (that kind of day for me)

[hTideGnow · Accepted solution]

HI @joshcollin   So, you have dropped the card and unable to put it back?

You could have tried too many times and triggered a Fraud lock on the system.    You have to open ticket with PM Support and have them to reset it and possibly have them to help adding back the card for you on the system.

Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. type: Contact CS Agent
2. Click "Contact Us"
3. Click "Other"
4. Click "Click here to submit a ticket"
5. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[dabr]

@joshcollin    There seems to be others who are also having problems with paying. 

Try clearing your browser cache/cookies and use incognito/privacy mode when trying to enter your CC details.  Sometimes using a different browser also helps.  Make sure you are entering the name/address exactly as it appears on your debit card statement and no spaces for the postal code.

You can always purchase vouchers from many retailers and gas stores and load the funds either via self serve or by dialing 611 if you get stuck with adding the debit card.