Update credit card information

[gibby22]

I have tried several times today to update my credit card information. Each time I got a message that I was unsuccessful. What is my next step?

[TheSterlinger]

Lol,  we live and learn. 

Glad to hear that.

Thanks for the update. 

[gibby22]

Thank you hTideGnow, Chalupa_Batman, and the Sterlinger for your help. The problem was not Public Mobile's system. I thought I had activated my cc; however, that hadn't happened.   All is good now. I have updated my cc information successfully. 

[gibby22]

I just attempted to update my cc info twice. Still get the failed message. I'm going to log another ticket and request someone phone me .  FYI I have the email me when someone replies box checked. Not received an email yet.

[TheSterlinger]

I personally have not had the issues that you mentioned.  The first time I tried,  I received an error message saying "we encountered an error and we are unable to process your request. Please try again later."

I refreshed the page by swiping down on my screen.

I deleted the postal code and typed it in myself like X0X 0X0 and it worked immediately. 

I am not sure if agents can update cc information for you. You have already reached out to them so hopefully they will reply to you in the morning with a fix.

[gibby22]

Thank you.  I noticed that the postal code defaults to the correct way to write it.  When I signed up I ran it all together. I have updated my address in my profile. I will try again tomorrow. If this continues how will I get my card updated?

[TheSterlinger]

Make sure that the postal code matches the one that is already on file.  It will fail if it doesn't match.

You've already tried too many times today.  You must wait until tomorrow to try again.

[Chalupa_Batman]

---

@gibby22 wrote:

Did what you suggested, still failed. 

---

That is incredibly odd. I've never had that much of a problem with making a payment or changing credit cards on other accounts.

Well, if you have service, I'd suggest going to the mail box in the top right as mentioned before and reply to your sent message and ask for an update. If you don't have service right now, you can take @hTideGnow advice and pick up a Voucher that will get you up right away. Or you can use this site to get one too. 

https://www.muskbird.com/mobile+recharge/public-mobile/

[gibby22]

Did what you suggested, still failed. 

[Chalupa_Batman]

---

@gibby22 wrote:

Tried it but still can't update my credit card information. 

---

That is odd. Question, when you go to the Payment tab, the click on Add Funds to account and then try to make a payment that way? Just saying that might be a way to make a payment now and then when a CS Agent finally reaches out to you to resolve it, then you can get back up and running if you don't have connection now.

[hTideGnow]

hi @gibby22 

as said in my post above, the system is glitchy and you need to wait at least 24 hours if you are not in a rush, or buy vouchers from stores like Shoppers Drug Mart if you need to resume service now.   This is the full list of voucher locations (but best to buy from Shoppers or Loblaws)

https://www.publicmobile.ca/en/payment-voucher

[gibby22]

Tried it but still can't update my credit card information. 

[Chalupa_Batman]

---

@gibby22 wrote:

Where do I find the app settings?

---

Method 1: From the Apps list

1. From your Home screen, swipe up to view all your apps.
2. Scroll down to find the Settings app, which has a gear icon.
3. Tap the Settings icon to open it.
4. In the main settings menu, tap Apps.
5. Tap See all apps if your app isn't immediately visible.
6. Tap the specific app you want to change settings for. 

At this point tap on Public Mobile and delete cache first, then data then reboot.

[hTideGnow]

hi @gibby22 

use the browser, it is easier

But for App, you can find App Settings at your Settings menu, App

if you cannot find it, quickest way is to uninstall PM app, reboot phone and reinstall the app

[gibby22]

Where do I find the app settings?

[Chalupa_Batman]

---

@gibby22 wrote:

I am using the app.  In fact, I updated it today and then attempted to update my card.  I use Brave.  Is there an issue with 

---

If you're using the app, if it's an Android, go into your app settings, clear the apps cache, then data, reboot phone and try again. THIS should resolve it. If you're using Brave on your phone or browser, try clearing the cache, cookies and history. This should give you a fresh start.

[hTideGnow]

---

@gibby22 wrote:

Where is my mailbox?

---

hi @gibby22 

easiest to use this link

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

[Chalupa_Batman]

Top corner of this page.

Or a direct link.

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

[gibby22]

Where is my mailbox?

[gibby22]

I am using the app.  In fact, I updated it today and then attempted to update my card.  I use Brave.  Is there an issue with 

[Chalupa_Batman]

---

@gibby22 wrote:

My card expires at the end of the month. I have been attempting to update my credit card information without success. I get "update failed " message. I submitted a ticket  295042-191 on the 16th  @8:50 am.  I have not received a response. Help!!!!

---

Hello @gibby22 

The website is known to have cache issues. Try a different browser, before you start, clear the history, cache and cookies. Then restart that browser and open incognito or private mode and try again. I have also find it better to update my credit card on the app. 

If you are still having issues, go to your mail box, click on Inbox and click on Sent. Reply to your ticket and say UPDATED NEEDED! There is zero reason it should take more than 24 hours for a CS Agent to respond to you. That's embarrassing!! 

[hTideGnow]

hi @gibby22 

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 gas stations and then load the voucher using *611 or My Account

[gibby22]

My card expires at the end of the month. I have been attempting to update my credit card information without success. I get "update failed " message. I submitted a ticket  xxxxxxxxxxxx on the 16th  @8:50 am.  I have not received a response. Help!!!!

[hTideGnow · Accepted solution]

hi @gibby22 

not really, the payment card issue is with the system itself.  But you can try using the browser.  or wait a day or longer before you try again is better

[gibby22]

My card expires at the end of the month. 

[gibby22]

I am using the App.  Does that make a difference?

[hTideGnow]

HI @gibby22 

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 gas stations and then load the voucher using *611 or My Account

[slusagm]

Wait 24 hours and try again. Try again with browser using Incognito mode