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Credit cards no longer working

t3chno1d
Great Neighbour / Super Voisin

I've been using the same credit card since December 2021, as of today, Public Mobile says this credit card info can not be verified... I tried another credit card, same problem... can any help?

 

 

 

6 REPLIES 6

Korth
Mayor / Maire

@t3chno1d 

 

PM (and Telus) apparently anticipate impending credit card expiry dates, lol.

 

Be sure to clear your browser cache and cookies (or use a different browser or a different computer) before entering your new credit card info. To ensure that none of your old information causes some sort of confusion or errors on the credit card acceptance/authentication. PM's Self-Serve and Community websites are kludgy and both leave all sorts of strange invisible junk on your computer every time you visit.

JL9
Mayor / Maire

Did your card expire and did you a get a new one with different expiry date?

darlicious
Mayor / Maire

@t3chno1d 

Best to remove your screenshot both by editing your post and removing it from your image library in your profile as it contains personal info. Thx!

 

 

 

 

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

softech
Oracle
Oracle

@t3chno1d   

 

You already removed the card?  If not, do not change your credit card yet.  Try to make a manual payment first

 

Go to Payment tab, one time payment

Use the option "Other (enter the desired payment amound)" and manually enter the plan amount

https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/https://selfserve.publicmobile.ca/Overview/payment/Make-a-Payment/

Then submit payment that way.  If it works, click "Reactivate current plan" if the button is around

Logout from My Account and reboot the phone

 

 

If you already removed the original card, then wait a full hour before trying to add another card again.

If still fails? then you will need to contact PM Support to confirm if any Fraud lock on your account and if they can help to add the card back:

 

1. If you have 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 don't have access to My Account or have trouble with Chatbot: 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 you there

 

 

 

darlicious
Mayor / Maire

@t3chno1d 

Do you have either card still registered in your account? If so check your last billing statement for any changes to your address. Even really minor ones like a title being added to the name ie. MR or MZ etc....

 

Can your card issuer possibly have your profile details in French instead of English or vice versa?

 

Check your official Canada Post address with your billing statement address. You get two more attempts after your hour wait so follow the additional advice by @Yummy when you try again.

 

 

 

 

To contact customer support click below:

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

To pre-verify your account include in your private messaging only your full name, address, email, phone # and 4 digit acct pin #.

Yummy
Mayor / Maire

Do you have this CC on file with PM?

Do you try to change/update CC info?

Do you manually pay every time?

Do not try too many times as you will trigger fraud lock.

 

If Public Mobile locks this function, usually time will rectify it:

 

Wait one hour.

Clear cache and cookies.

Open incognito tab.

Try again.

 

If you're trying to update credit card details on self-serve, make sure to do the following to avoid the common glitches that sometimes occur with this process:

 

Clear your browser's cache & cookies

Use incognito mode

Select "Manage My Card"

Select "Replace card"

Type your address exactly as from your billing statement

Don't use a space in the postal code

Use ALL CAPS if necessary

Need Help? Let's chat.