Change of payment information

[Ceramicman]

I can't change my payment credit card to a new one. Every time I try to update it to a new card it just gives me an error message. Yes all information is correctly input, I've tried it 10 times at least. Is anyone having the same issues?

[softech · Accepted solution]

@Ceramicman If you still. unable to update the credit card, just open ticket with PM support and they can assist 

Simon could be hard to browse through sometimes, but follow the exact sreps I'm my method 1 below and you can get to the ticket open screen easily. Just in case you still can and you are too tired of Simon, use Method 2 below to open ticket by direct message

1. Please open ticket via Chatbot (need access to My Account): At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 

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

**Monitor your Community inbox (envelope icon on the top right) after the ticket is opened.  CS Agent will reply to you there

[Ceramicman]

Ya, an AI bot called Simon was less than useless... 

[Ceramicman]

My wife, whose credit card was cancelled due to fraud has all three of our cell phone plans on PM. She can't update a new credit card and I can't update a new credit card for any of our accounts. If I can't get this sorted we will move to another provider. Every time we try to put in new payment information for a different credit card we get the same error, TRY AGAINA. We have tried this over SEVERAL days... All of our accounts come due for payment on March 18, 2023... if this isn't resolved we will move on because the lack of assistance here is sadly pathetic. OH and the BOT is even more useless...

[pmbc]

@Ceramicman If you're having trouble try as @softech suggests.  If it still doesn't work try contacting the CSA to see if there is a systemic problem.  I see there's another recent post of another user having trouble changing payment info.

You can contact an agent using the chatbot.  Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

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

Here is a KB article about contact the CS Agent.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[softech]

@Ceramicman 

you might have tried too many times by now 

wait a full hour first.  Then use Incognito mode to login My Account to try again