Cheers I'm Back

[Mieka]

With another  grumble here . Sorry  

Not quite sure how to word this . I had my Debt Card Upgrade to a Debt Master Card here . Threw my Bank 

I have been trying to  Register it on Autopay here . But Autopay keep kicking it out . Leaving me in the cold here . I be greatful for Help . 

[Mieka]

Thankyou to all have have been so helpful to me here . Bless you all . Cheers have a wonderful evening .. Take care and be well . Hugs and smiles 

[iliketotalk]

@Mieka hi  you will need to open a ticket through Simon to speak to a customer service agent they will help you  Click here or you can send private message to a CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[LeePublic]

https://www.publicmobile.ca/en/on/get-help

You can get help by following the link above.

[esjliv]

@Mieka  - welcome back?

Were you provided with CSA contacts in your other posts?

Public Mobile Representatives customer support agents (CSA) can be contacted by either two methods, found here:

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

[Mieka]

Does anyone know how to Contact the Billing Department here ?

[Korth]

@computergeek541 

You're probably right. I don't use AutoPay here so I've never entered credit card information here, lol.

Though this only emphasizes the unimportance (and near uselessness) of keeping this address field properly updated.

[computergeek541]

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@Korth wrote:

It is important for the address in Self-Serve account to match the address on your credit card, if you use AutoPay. If they mismatch then the automated AVS (Address Verification Service) and CVC/CVV2 (Card ID Verification) checks will fail, your AutoPay will be broken, you won't be charged and no payment will be made and your service will not renew until this payment issue is fixed.

If you don't use AutoPay then it doesn't really matter. You can leave the address blank or enter "private" or whatever if you like. As I do.

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The above isn't correct.  The profile address saved in Self Serve makes zero difference with respect to payment. It doesn't need to match that of the credit card.  The billing address in the payment section only needs to match that of the addresse associated with the credit card.    As for the customer using pre-authorized payments (autoapay) or not, this also makes no difference.  The billing address associated with the payment card still needs to match the card's billing address even if the customer isn't using pre-authorized payments (autopay) if a card is added to the Public Mobile account.

As to if the customer doesn't wish to save a payment card to the Public Mobile account at all, there's nowhere to even enter a biling address, regardless.

In short, there is absolutely no link bewtwen the profile address and payments.

[softech]

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@Mieka wrote:

 Oh well . Makes me a little scared By changing my Address in my profile if it will do something Nasty to My Phone here 

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@Mieka   It won't, the only address matters in your My Account is the address when you enter for your credit card information.

PM is not postpaid, but prepaid. They need all the other information just for validation whenever you open ticket with them, and not for payment.  When it comes to payment, if you pay by credit card, they only need the information you entered for your credit card to submit to the credit card to charge your account.  

[Korth]

It is important for the address in Self-Serve account to match the address on your credit card, if you use AutoPay. If they mismatch then the automated AVS (Address Verification Service) and CVC/CVV2 (Visa Card ID Verification) checks will fail, your AutoPay will be broken, you won't be charged and no payment will be made and your service will not renew until this payment issue is fixed.

It can also be important for number ports. The address can be used as a fallback if other important information is mismatched, it's basically necessary for your new provider and your old provider to have identical information on file for the system (or for an agent) to compare.

If you don't use AutoPay then it doesn't really matter. It truly doesn't matter. You can leave the address blank or enter "private" or whatever if you like. As I do.

Identifying and tracking subscribers is important to PM (and Telus) - the data generates a substantial amount of extra revenue for them - so of course they'll always want people to enter proper information, they'll hint and suggest and recommend and urge and even use fearful wording with implied threats of dire consequences for noncompliance. But they must comply with CRTC rules, there's no legal way for them to actually demand/enforce submission of this "private" information on prepaid mobile accounts when it's being stubbornly withheld - and no legal way for them to deny products or services as a result - at least not yet, anyhow.

If you ever need to validate your identity with PM - if you forget your login info, if you're locked out of Self-Serve, if you open a support ticket, if you are somehow the victim of a number or SIM fraud, if you need to interact with the Mods/CSAs for any kind of issue which involves your identify or service or phone number or account - then you'll need to know what address you put on file because it's one of the questions they're likely to ask. They're also likely to prompt you for a proper address in these interactions if the one they see doesn't look meaningful, accurate, or legit - again, it's in their best interests to obtain this information for their own purposes.

PM never mails anything out. Except for SIM cards or phones which could be purchased with any mailing address, even without an account at PM.

[computergeek541]

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@Mieka wrote:

It's Not what I was told by a CS Agent today All things Have to Mach Debt Card and Bank info have to have Matching Addresses . Just thought I would share this with you friend . 1 Would think it shouldn't matter as long as The Bill gets paid . Oh well . Makes me a little scared By changing my Address in my profile if it will do something Nasty to My Phone here 

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The profile address doesn't make any difference. It could be set to anything.  You could enter obviously fake information such as "123 Fake Street" in North Pole, NWT and this wouldn't affect your service in any way.

[dust2dust · Accepted solution]

The name and address in the profile have no bearing on anything. It can all be fake. The credit card entry screen needs to match the billing name and address of the credit card being registered. Gift prepaid cards are a bit different.

Only the phone number decides the taxes to be charged. You could have an AB phone number and live NL and be charged 5% tax. You could have an NL number and live in AB and be charged 15% tax.

[softech]

HI @Mieka   It would be nice if you have the address same as what is used on the credit card  (same as the credit card address on PM), but this is not necessary.  Some people uses friend's or family's credit card and that has a different address

[Mieka]

It's me with just a Question again lol

Has anyone Changed their Address , Has it Messed up your Account on Here or Forced you to Change Your Phone Number ?I was Informed today By An CS-Agent Your Card and Address are Suppose to Have the Same Address 

This is Why I am asking . Has anyone Else been Told this ?

[Mieka]

It's Not what I was told by a CS Agent today All things Have to Mach Debt Card and Bank info have to have Matching Addresses . Just thought I would share this with you friend . 1 Would think it shouldn't matter as long as The Bill gets paid . Oh well . Makes me a little scared By changing my Address in my profile if it will do something Nasty to My Phone here 

[Mieka]

Thankyou kindly friend . Truthfully that never crossed my mind here , Cheers and have a great evening 

[hTideGnow]

HI @Mieka   the address is more for record keeping for PM.  PM is a prepaid provider and it does not really care about your real address.  Important thing is you have to keep your credit card information updated.  The address on My Profile is not really important

[Mieka]

Can anyone tell me Why their are 2 places for Addresses on the Profile Page 

I am temporary in Saskatchewan Taking care of My Elderly Parent . Would I use this Address the and Does it Automatically Change your Phone Number ?

[softech]

@Mieka   Address 2 is for people with long address and break into 2 lines

So, Address 1 and Address 2 are for the same address, just for people who want to leave it on different lines. 

[hTideGnow]

Hi @Mieka   The profile used in My Account is more for record keeping only.  Important thing is the address on Credit Card in My Account must match what is on your credit card, the other are not that important.  If you have changed the address on your credit card, you must update the credit card information on your My Account.

[Mieka]

Question Please for Anyone Who Knows 

In the Profile their is a Line for a Secondary Address .

Does it get used for a Temporary Address or the Permanent Address ?

All it says their is Address 2 . If I moved from where my Phone got hooked to the place I am now . Do I use the Other Address on that second Address . And where I am Now on the Profile ?

[Mieka]

Thankyou  , That's what I'm using here Friend .. 

[JL9]

This fixes things for me most of the time for PM web stuff 

[darlicious]

@Mieka 

Adding a credit card is the same as payments you only get two tries before you have to wait an hour before trying again. Not all Mastercard/Debit cards will be accepted its YMMV but give it the ol' college try! Keep in mind the following tips that can also cause trouble once you read thru the spoiler and start fresh.

1. Check the language matches the same as the bank has your account in (english/french?)
2. Use the full name on the card including middle names, initials and titles ( MR, MRS, DR etc...)
3. If adding the apt/ste number to the street address doesn't work then drop it all together.
4. Same with the postal code. If you have a space and and not using the sapace doesn't work then include the space and drop the last digit/letter

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.

.

[cellphoneuser1]

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@Mieka wrote:

With another  grumble here . Sorry  

Not quite sure how to word this . I had my Debt Card Upgrade to a Debt Master Card here . Threw my Bank 

I have been trying to  Register it on Autopay here . But Autopay keep kicking it out . Leaving me in the cold here . I be greatful for Help . 

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Check the address. Leave out unit numbers.

[JK8]

@Mieka 

Try using chrome browser in incognito, but first clear the browser cache first.