08-16-2023 04:20 PM
Hello!
I am attempting to change my CC information, but consistently receiving an error to try again later.
Bot my card prior and my current card are Mastercards, my new one is Captial One and my old joint one is Tangerine.
Has anyone had issues with this themselves?
My capital one works on all other payments I have changed it too so far.
Thanks
08-22-2023 05:23 PM
Yeah and it does not work for me sadly!
Seems others are also having a similar issue?
08-22-2023 05:06 PM
@Cameronghunter2 wrote:Good to know, I have tried all the above as well, I do not even have the option to edit, it just prompts me for a new card. I haven't recieved any resolution and if that is the case my payment will not work come the next pay-period and I will not be able to continue with my use of Public Mobile.
Did you ever get the card changed?
having the add new option is correct, it really not an edit but you need to reenter everything
08-22-2023 04:46 PM
Good to know, I have tried all the above as well, I do not even have the option to edit, it just prompts me for a new card. I haven't recieved any resolution and if that is the case my payment will not work come the next pay-period and I will not be able to continue with my use of Public Mobile.
Did you ever get the card changed?
08-17-2023 02:10 PM
the site allows you to edit existing cards, not add a new one. I have tried 3 devices , chat bot and acs agent, until they realize that the option to add a card is missing there is nothing a customer can do, there is a flaw, bug, error, what ever you call it, on the web site.
08-17-2023 01:58 PM
It is not suspended, I need to change the card due to personal reasons.
It will be suspended on the 30th of this month.
I already did but they have not got back to me at all.
I will submit another request
08-17-2023 01:56 PM
is your account suspended at the moment? you can buy a voucher from Shoppers drug mart and load the voucher via *611 if you need the service back working
I think you need to work with support on your problem. You have open ticket with them yet? If not, submit a ticket with them:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
08-17-2023 01:55 PM
I did not, still having the same issues myself as well.
08-17-2023 01:54 PM
So far all the tips I have received are not working.
Address is updated
Name and Postal Code is correct
Waited 12+ Hours
Tried many browsers, Incognito, and standard, and cleared cookies and history/cache
Tried the phone application
Tried a 3rd card out of curiosity
Reached out to support, reached out here as well
I cannot update or change my card so if I cannot get this to work I will need to make other changes by the end of the month (New Provider who I can actually pay for their services I suppose?)
I haven't heard back from anyone on the support side either.
Before the website changes, I had no issues with this as they had options to remove and add cards rather than just updating the subscription card.
If anyone has any other tips let me know
08-17-2023 01:52 PM
HI @deiselsmoogie I hope @Cameronghunter2 already got the new card updated
so, you have trouble with adding card, too?
08-17-2023 01:43 PM
there is no way to add a new card. I believe they are trying to remove customer's so that they can close down, why else would you not allow your customer's to make payment
08-17-2023 12:18 PM - edited 08-17-2023 12:21 PM
it only allows you to change existing card you need to add a new card and remove old card, they do not have this function available, so it will only give error messages, our card was lost, I used points to pay in hopes they notice and fix as there is no way to inform them
08-16-2023 05:58 PM
Did try that!
Still the same issue as before, going to wait a few hours and retry since I updated my account address
08-16-2023 05:57 PM
Just updated that!
Tried again, still failed.
will wait a few hours and try again later
08-16-2023 05:56 PM
Checked that just now, it was different so I will try again later tonight since I have updated it
08-16-2023 05:56 PM
Hey @Cameronghunter2
Here's how you can change it on the app on your phone.
How to change credit card on phone app
Download the app from the app store if you already haven’t.
Sign into your app.
When your app opens you’ll be in the My Account tab. You will see a plus button at the bottom left above the My Account tab. Click on it.
Once you’ve clicked on it, go to Payments
The next screen you’ll want to click on Manage Subscription.
The next screen will give you the option to change your credit card information when you click on Manage Payment Method.
There you will be able to enter a new credit card and expiry date. Click on Save and you're good to go.
08-16-2023 05:51 PM
did you check the Address and postal code on the profile page (click on the pencil besides the Account name) and confirm if the name, address matches what on the credit card. We believe it is not related, but there was a post saying he updated the address to match and it works after
08-16-2023 05:46 PM
Heads up, Same issue.
If they can at least remove my current payment method then that would hopefully help, I can then try adding it fresh.
Hopefully they can help in some form without the CC info
08-16-2023 05:43 PM
Wait about an hour and try again. Twice. The system doesn't like more than 2 attempts. Then you wait another hour if you do. Make sure the postal code is the same as the billing address.
08-16-2023 05:40 PM
I will also try that in the mean time, Thanks for the tip
08-16-2023 05:40 PM
Hey @Cameronghunter2
I don't think customer service will be able to assist as they can't take your credit card info through the chat. Plus I'd never want to share that info with an unknown person either.
I suggest download the PM app to your phone and try there. Might be a better option.
08-16-2023 04:35 PM
Okay I have done so!
Will report back here on the solution.
Thanks
08-16-2023 04:32 PM - edited 08-16-2023 04:32 PM
I think if it’s still giving you problems your best bet is to reach out to a customer service representative who can remove the payment method for you.
The below link will allow you to private message a customer support agent directly in order to get a response
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Keep an eye on your mailbox here as that is where your reply will come in.
08-16-2023 04:29 PM
Hey There!
I have tried multiple browsers in incognito and standard browsers, but the same response.
Seems the options to remove a payment method are also gone with this new site layout.
08-16-2023 04:26 PM
I know the website can be finicky at times. Have you tried clearing the browser data (cookies, cache, etc) or an incognito window and then trying again?