Can't make payment and now my phone doesn't work

[Dip_sheet]

My PublicMobile transactions have been getting declined since my card was renewed. I have updated the new card details in my payment details, but since then my monthly phone plan subscription payments have been getting declined. It was working fine earlier. Same merchant, and working everywhere else.

I tried to pay manually and failed. Now, I'm without an active subscription.

[computergeek541]

---

@hTideGnow wrote:

hi @Dip_sheet 

so, in short, you need a space in between as in X1X X1X  ?

---

A space does not need to be entered, nor can one be entered in a postal code for the payment system.  Even before the change by Public Mobile's system to block customers from trying to enter a space in the postal code, customers should never have been putting a space in the postal code.

[Dunkman]

---

@Dip_sheet wrote:

Yes, in the PM app.

The space is added automatically if you are accessing your profile using a browser. But, the same doesn't apply when it comes to the app and your card details get saved with invalid postal code format if you don't add the space manually. The card details shouldn't get saved with an invalid format at the first place. this is weird.. I  don't know.. I'm just relieved that my issue is resolved and my subscription is active again.

thanks Again

---

@Dip_sheet 

Thanks for update. That might help other customers in the future.  

[Dip_sheet]

Yes, in the PM app.

The space is added automatically if you are accessing your profile using a browser. But, the same doesn't apply when it comes to the app and your card details get saved with invalid postal code format if you don't add the space manually. The card details shouldn't get saved with an invalid format at the first place. this is weird.. I  don't know.. I'm just relieved that my issue is resolved and my subscription is active again.

thanks Again

[hTideGnow]

hi @Dip_sheet 

so, in short, you need a space in between as in X1X X1X  ?

[Dip_sheet]

I figured it out.

The issue is with PM app. The app has no validation for Postal Code format. 

So, I updated my new card details 2 months back using the PM app and the details are saved properly and showing in the app as well as in browser. But, then I tried to re-enter the details using a different card assuming my card has some sort of issue (although it is working everywhere else), I noticed that while I was entering the postal code in the browser (not PM app), it is using X1X 1X1 format (space in between). This space is not included in the PM app and it is X1X1X1, but surprisingly the details get saved without entering invalid postal code format. Which i believe was causing this issue. 

thanks everyone for your suggestions.

[Dunkman]

---

@Dip_sheet wrote:

My PublicMobile transactions have been getting declined since my card was renewed. I have updated the new card details in my payment details, but since then my monthly phone plan subscription payments have been getting declined. It was working fine earlier. Same merchant, and working everywhere else.

I tried to pay manually and failed. Now, I'm without an active subscription.

---

@Dip_sheet 

The payment system and website is finicky. You could try to clear cache, incognito mode or a different web browser.  Or try the PM app itself.  

If you need service right away, you could consider buying a payment voucher in store (Shoppers, Shell, etc) or online (muskbird.com - service fee applies).  That would get your service going. 

Otherwise, you will need to contact customer service agent. 

Send a ticket via the chatbot to customer service agent (CSA) via link:

 https://widget.telus.tiia.ai/publicmobile/publicmobile.html