Options have changed: How do I turn off autopay now?

[dverhey]

I searched for the answer, but the most recent discussion seems to date from 2023 and no longer seems to apply. 

I've provided a plan for my grandson for many years now. The account has autopay via my credit card. Now he's turned 18 and it's time for him to take it over. I'll give him the dashboard password so he can change the e-mail, password, etc. and set up his own payments, but first I want to remove my credit card from the account -- without suspending his service.

I found the option to change payment method but it won't let me delete my card info without entering another first. How can I turn off autopay and delete my card info under the current (July 2025) system without suspending his service? 

[dverhey]

Thanks to both of you. I've started a ticket and we'll see how that goes. 

[slusagm]

Yes, only PM can assist to remove credit card.  

Please ask PM to help by submit ticket..  Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.) Type the question Submit ticket and select Contact Us to get to ticket open screen       

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

CS_Agent will reply to your community inbox, check here: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Chalupa_Batman]

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@dverhey wrote:

I searched for the answer, but the most recent discussion seems to date from 2023 and no longer seems to apply. 

I've provided a plan for my grandson for many years now. The account has autopay via my credit card. Now he's turned 18 and it's time for him to take it over. I'll give him the dashboard password so he can change the e-mail, password, etc. and set up his own payments, but first I want to remove my credit card from the account -- without suspending his service.

I found the option to change payment method but it won't let me delete my card info without entering another first. How can I turn off autopay and delete my card info under the current (July 2025) system without suspending his service? 

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Well @dverhey 

You yourself can't remove the credit card that's set for auto payment. The only option is for you to change it to another one and yours will be removed. If you want, you can create a ticket and ask a CS Agent to remove the credit card info before you release it to your grandson.

Please use this link to the Public Mobile Chat Bot which will direct you to creating a trackable ticket. Enter CONTACT US into the chat and follow the prompts.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.