I am trying to update credit card payment and it keeps refusing it?

[Kat65]

Have tried old address address and new

[t_p]

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@Kat65 wrote:

Have tried old address address and new

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@Kat65 

Try to log in with a browser in private/incognito mode and try to enter your infos again.

If it won't work, contact Customer support via one of these 2 methods:

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN if possible to speed up authentication process.

After sending the message, watch your community inbox for their reply.

[hTideGnow]

Hi @Kat65 ,

How many times you tried so far/?  Account will get locked after 2 tries. 

Is your account current suspended and need to make funds urgently, if so, it should be quicker to buy a voucher and load into the account

If not,  wait couple hours before trying again  as  4 unsuccessful tries with the same card within 24 hour period will trigger a fraud lock and  you will then require CS Agent's help.

Try this: 

1. 1Clear the browser cache and then close all browser windows and relaunch or Simply use Incognito/InPrivate mode.
2. At Self-Serve, Payment Tab-> "Manage my Card" (Under the One Time Payment option) -> "Replace my card"
3. When filling in the information:
   a. Avoid autofill
   b. If address/name your CC statement is in ALL CAPS, follow it with All CAP.
   c. Do not use the Apt/Unit box. Leave it blank.
   If you have a suite #, add it to your street address instead.
   When you fill out the street address, following Canada Post address if there is a discrepancy.
   You might use the billing address on your second attempt if necessary.
   Example: 101-1234 ABCD AVE E , City , PROV , CANADA , X0X0X0
   d. Do not use a space in the postal code.
   If it fails the first time, you might want to try X0X 0X (drop the last digit due to space)
   e. Make sure you use the full name on the card.
   
   
4.  Submit the credit card/address without a payment attached to have it register.

[Anonymous]

@Kat65 

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 open one Browser incognito mode,

or 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

Follow these steps:

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 need To Contact Customer Support Agent by CS_Agent, and Explain your issue to 
them can solve your issue, they are nice service Team the will help you 100%.

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

• 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. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by Click Here link,

• please include in your message,
  
• phone number,
• 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
  • Note: Public Mobile No Support by phone call or Email.. only by CS_Agent, private message..
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck....