I cannot update my payment info.

[Kracus]

My Debit Visa expired this month and I received a new one, I've been trying to update my billing info to process the payment and it's not working. It doesn't tell me why it's not working. There's money in the account, the information is entered correctly. I need to speak with someone to get this fixed as I can't receive or make calls.

[Kracus]

Thanks, I have opened a PM ticket with support. We'll see what happens there. If I have to get a voucher to keep my service going then I guess I'll do that so I can port my number off PM.

[slusagm]

@Kracus 

paying by voucher is the quickest way to resume your service.   If you don't resume it, you won't be able to port out your number even you want to leave (it is a rules for all mobile providers that you can only port out a number with an active account)

but you like, you can ask PM.  But from what we learned in the past, PM support are not allowed to touch payment side (like not able to help to update card number).  

Simply open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA  code when login, use email to receive code instead of SMS if you cannot receive the text on the phone.)    When open Chatbot ticket, Type the question Submit ticket and select Contact Us to get to ticket open screen       

But if you have trouble using Chatbot to open ticket, then message PM using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

PM will reply to your community inbox,  between 9AM-10PM EST (Mon-Sun), check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage  

[Kracus]

I have the correct postal code, my debit card is activated, I've used it to withdraw money from the bank. I am not running around buying vouchers to pay my phone bill every month.

[Kracus]

Well I can't do that because it's not letting me do that. That's why I posted this, to get assistance updating my debit card info because the system is unwilling to accept my new information.

[BKNS27]

@Kracus 

You will need to update the debit card on your account. Go to Payment tab then Update Card Information. You will also need to make a manual payment to restore service since your account is suspended.

 

[Sansan]

Also make sure that the new debit card is activated with your bank. The postal code must also match whats on file. 

Nothing is wrong with Vouchers they work.  I buy from shoppers all the time and it works immediately. 

[Kracus]

I'm definitely not buying a voucher. If that's required then I guess i'm done with Public Mobile, sucks cause I liked the service.

[hTideGnow]

hi @Kracus 

PM payment system is glitchy sometimes

if your plan not expired or suspended yet and you still have time, please wait a day or even longer before you try again.  When you try, try using both Incognito/private/secret mode on your browser and try with Public Mobile app (with Location Permission enabled) 

but if your plan has already expired or you need to pay it very soon, then buy a voucher from Shoppers drug mart or Loblaws or No Frills and then load the voucher using *611 or My Account

This is the full list of retails that you can buy vouchers.  Vouchers in some stores need to wait 24 hours, but vouchers from Shoppers and Loblaws can be redeemed immediately:
https://www.publicmobile.ca/en/payment-voucher

On top of physical stores, you can also buy online with extra service fess: buy from muskbird.com , ding.com , recharge.com

[slusagm]

it is an common system issue.  You can choose to wait 24 hours first and try again using browser with Incognito mode, or you can buy a voucher and pay if you need to resume service now.   You can buy the voucher from any Shoppers Drug Mart store, or any Loblaw's brand supermarket.  Then load the voucher using My Account, PM app or by calling *611