FIL can’t get in account to update payment

[jnette]

My FIL was trying to update his expiry date on his credit card and is now in a loop of having to reactivate his account.  He’s tried reaching out to an agent and no one has gotten back to him.  What steps does he need to take? 

[RavingRaven]

@jnette 

If the credit card on your FIL's account has already expired and his service is suspended you can pay and reactivate his service using a public mobile voucher and adding it by calling 611 on his phone or calling 1 855 4PUBLIC  from any phone and entering his 10 digit phone number.

Funds can also be added using an instant top up (RTR) available at Canadian Tire gas bars and Mobil stations for a $1 fee and supplying the 10 digit phone number and provider. Or online using Muskbird.com and choosing "Public Mobile RTR" (they also sell vouchers sent to your email.) E-transfer payments incur a $0.03 fee whereas PayPal and Credit card payments incur a 7.5% fee ($0.75 per $10). As long as the top up payment equals or exceeds the plan amount the account will automatically reactivate.

You can then deal with updating the credit card later by having an agent remove the current card details and hopefully you can add the new card details to the account but there have been problems doing this lately. Fingers crossed scheduled maintenance set to occur overnight on March 4th/5th will fix this issue with updating credit card details.

For more info on vouchers and alternative methods of payment click below.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Can-t-Make-a-Payment-or-Update-Your-Card-...

For more info on Muskbird.com click below.

https://productioncommunity.publicmobile.ca/t5/Get-Support/Online-Top-Up-Payments-Muskbird-com/m-p/9...

[Chalupa_Batman]

You can for sure reach out to a CS Agent for help as there have been some issues with the credit card system. However, here is how it can be done via the phone app. I had no problems doing it myself.

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.

Created by Chalupa Batman

To submit a ticket, start with the chatbot at the bottom right corner.

Or the following link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

[hTideGnow]

HI @jnette 

I think you need support to help.    please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html  Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437