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Cannot add a new credit card

HaydenK99
Great Neighbour / Super Voisin

I can't seem to find any way to contact public mobile directly and cannot submit a help ticket because the SMS verification isn't working. I'm trying to add a new credit card because my old one has expired, and it keeps getting declined. I've tried two different cards and I even called the bank to see if it was an issue with my card, but they said it was a problem with public mobile because the addresses matched. I currently have no phone plan. I've called 611, but they'll only let me make a payment on an existing credit card and the one that's on my account is expired.

8 REPLIES 8

S--S
Mayor / Maire

@HaydenK99 

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try open one Browser incognito mode,

or try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

 

and log in and re-entered your credit details,

 

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or missing just make sure for it.

 

How To Update or Remove Your Payment

Follow these steps:

1. sign in to Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

 

after you Add your credit card go back,

  • Click on Payment
  • Make a Payment
  • one Time Payment 
  • Payment Type: selected other ( Enter the desired payment amount )
  • you will do manually enter Amount:$$ + $1 extra
  • Click ‘Submit’,
  • after payment successful,  you have to do Rebooting your phone
    what is meant by rebooting the device turn off and turn it back on.
  • and how much you pay the extra is will going to your account Available funds:$$ has the amount left, and for next bill cycle the will take it from there automatically,

 

and if can't fix it you need To Contact Customer Support Agent by CS_Agentand Explain your issue to them can solve your issue, they are nice service Team the will help you 100%.

 

Here’s How To Contact Customer Support Agent,

  • send a private message to Customer Support Agent by Click Here link,
  • please include in your message,
  • phone number,
  • Email address,

 

  • Customer Support Agent by CS_Agent, will Response to your inbox by private message 
  • During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
    • Monday to Sunday: 6 AM to 10 PM EST
    • Note: Public Mobile No Support by phone call or Email.. only by CS_Agentprivate message..

    Check your private message inbox (click on the envelope top right of your screen)

         Good Luck.

 

Verify your identity (publicmobile.ca)

dabr
Mayor / Maire

@HaydenK99    Just clear your browser cache/cookies and use privacy/incognito mode when retrying.   Also make sure your name/address match exactly as it appears on your CC statement when filling in the new info for the card.  Also no spaces for the postal code.

 

The 611 system will also allow you to load funds with a prepaid voucher too.

0PX9O4
Model Citizen / Citoyen Modèle

@HaydenK99 

 

If you've tried different cards on self serve and none of them are working despite the bank saying it's good on their end, then I'd contact PM support directly.

 

Please send a private message to @CS_Agent with your account information so they can get this fixed for you ASAP. Please let us know once you've sent the message, and keep us posted on the progress for the benefit of other users who may be facing similar problems.

darlicious
Mayor / Maire

@HaydenK99 

Simple--Simon the pie man is out of order so to contact customer support you must send a private message. But if you haven't tried more than 5 times with any one card then customer support shouldn't be needed to add a new card. First you have to wait out a full hour before trying again as you only get two attempts at adding a card before it starts returning that error message every time. Read the spoiler below before attempting to add your card again.

Spoiler

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.

There are two other areas where you can update your credit card info. You can go to the payment page and in the middle of the page under the credit card box you will see in tiny letters "manage my card" click on it. Then choose "replace my card" and that will bring you to the add a payment card page.

 

Alternatively you can also add a card by going to the overview page and choose "edit my profile". Once on that page look at the top right and you will see in tiny letters a reminder to update your credit card info if you updated your address and a link ...click on here. That will bring you to the following page...

darlicious_0-1642195077285.png

 

 

 

 

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 #.

HALIMACS
Mayor / Maire

@HaydenK99 

 

To update Credit Card information:

 

Before logging into your self-serve account, recommend following this procedure to avoid the common glitches that sometimes occur with this process:

 

  1. Clear your browser's cache & cookies
  2. Use incognito mode
  3. Now, log into your self-serve account
  4. Click Payment tab
  5. Select "Manage My Card"
  6. Select "replace card"
  7. Type your address exactly as from your billing statement
  8.  Don't use a space in the postal code
  9.  Use ALL CAPS if necessary
  10.  Type everything, not letting autofill complete any fields

treefrog
Town Hero / Héro de la Ville

@HaydenK99 

I got stuck in that never ending circle of trying to add my credit card and kept getting that stupid error message until I learned have to wait an hour before you try again. It will be better if they just told you that you were locked out like when you can't remember your password. Hopefully you have gotten it all sorted out by now.

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