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Cannot register new credit card

nhandler
Great Neighbour / Super Voisin

Hi,

 

I have a new credit card number and need to register this on my Public Mobile account. However, I followed the steps online and each attempt is unsuccessful. I removed my old credit card and do not know why my new credit card is being accepted. I have used this credit card many times already.

 

In the meantime, my plan has been suspended and I cannot use my phone! Please help!

 

My cell number is xxxxxxxxxx. My home number is xxxxxxxxxx.


Thank you,

Neli

 

 

 

edited by computergeek541: phone numbers removed

12 REPLIES 12

keepasa
Great Citizen / Super Citoyen

Quote strange and happens sometimes.  Try waiting a few hours before attempting to try again with a new browser session with history cleared before new attempt.   If still failing, you can try buying a voucher and loading like that you will have account re-activated and can deal with the credit card with time.

 

One suggestion is after the credit card does get fixed up, perform a test payment of $1 before your renew date to test out the credit card to make sure it's working and won't fail at next renew date.

darlicious
Mayor / Maire

@nhandler 

If you still have been unable to register your new card then read and follow the instructions below.

 

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.

@computergeek541 

Could you please edit the latest OP's post of personal info? Thank you!

pkaraa
Deputy Mayor / Adjoint au Maire

then couple of things to look out for.

 

Did you logout after removing your old credit card?

 

Register your new CC in new browser window in incognito mode/after clearing cache.

pkaraa
Deputy Mayor / Adjoint au Maire

@nhandler please edit and remove your phone numbers from your post.


@Tifflee1995 wrote:

It did register my new card so why am I being sent this ? I never had any issue adding my new card and my bank also was charged the payment for my plan aswell I also received a text message from public mobile that my plan has renewed successfully so why am I getting this message about my card ? 


@Tifflee1995   You posted in this thread a little while ago and then you're automatically subscribed to the thread and whenever others post in this thread, you will get a notice about that post. 

 

You can unsubscribe by going to the top of this thread and click the 3 horizontal dots next to Reply and select unsubscribe.  You can also select under My Settings (click your avatar) to not receive any notices (emails) for threads you participate in unless you happen to be signed in.  That's my preferred option.

Anonymous
Not applicable

 @Tifflee1995 : Up top next to the big Reply button are 3 dots. Click on that and select Unsubscribe. You can also go through your settings under your tree avatar.

The thread starter gets subscribed by default which you're not.  iirc posting in a thread will subscribe the poster by default (I'd need to check). You did post.

Tifflee1995
Great Neighbour / Super Voisin

How do I get rid of these pointless community messages that aren’t anything to do with me can I close my community account out ? This was pointless to sign up for 

Tifflee1995
Great Neighbour / Super Voisin

It did register my new card so why am I being sent this ? I never had any issue adding my new card and my bank also was charged the payment for my plan aswell I also received a text message from public mobile that my plan has renewed successfully so why am I getting this message about my card ? 

Anonymous
Not applicable

 @nhandler : Two useful pieces in the long post...1. make sure the address you enter is the same as the billing address of the card. No space in the postal code or drop the last digit.

If you've been trying several times then stop and wait about an hour. Then try another couple times. If still no luck then you've likely locked the entry screen in case of fraud.

2. Then from above you can contact the CSA's.

 

Edit: speedy dabr

dabr
Mayor / Maire

@nhandler    Please use the 3 dots top right of your post and edit/delete your tel. number as you're on an open public forum.

 

As for the CC, you might be locked out with too many incorrect attempts.  Try again in an hour or so but make sure to clear browser cache/cookies and use incognito mode for the next attempt.   Make sure your CC name/address match what's on your statement and no spacing for the postal code.

Anonymous
Not applicable

@nhandler 

please go to your post and remove your personal number by Edit..

 

you can Remove your credit card and Logout and

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

and 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 if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

 

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 is missing just make sure for it.

 

How To Update or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

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,

 

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

 

Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket

Spoiler
  • Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started.

 

  • or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,
  • You’ll need to be logged in to your Community account for the link to work.

 

  • please include in your message,
  • your account number, 
  • your phone number,
  • your account 4 digit pin,
  • your 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

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

         Good Luck...

 

 

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