Update payment information

[JoanneRead]

Trying to update payment information and get this message:

Unable to Process Transaction
Sorry, your credit card transaction was denied by your card issuer, so this purchase could not be completed. Your credit card has not been charged. Please contact your card issuer for more information to update payment information and get this message "

I have contacted my card issuer and they say there is no issue at their end try again - tried again same message - called card issuer and they say no issue at their end must be an issue with Public?  No way to contact Public directly to correct this issue !?!

[JoanneRead]

After getting a response from CS agent and trying suggested fix the agent said to wait a few days - glitch at their end?  Will see what happens when I try again?

[HALIMACS]

@JoanneRead 

Before logging into your self-serve account, recommend following this procedure to avoid the common glitches that sometimes occur with this process:

1. Clear your browser's cache & cookies
2. Use incognito mode
3. Now, log into your self-serve account
4. Click Payment tab
5. Select "Manage My Card"
6. Select "replace card"
7. Type your address exactly as from your billing statement
8.  Don't use a space in the postal code
9.  Use ALL CAPS if necessary
10.  Type everything, not letting autofill complete any fields

[Meow]

---

@esjliv wrote:

@JoanneRead in addition to z10user4's suggestions, after you wait 1 hour, clear your browser's cache/cookies or open a tab in incognito mode then try the credit card entry again.

---

Sometimes even browsers could be picky. Try using different browser but do not try too many times or insist of updating your info.

If nothing works after 1-2 hours, contact agent not to make issue even more complicated 😉

[esjliv]

@JoanneRead in addition to z10user4's suggestions, after you wait 1 hour, clear your browser's cache/cookies or open a tab in incognito mode then try the credit card entry again.

If still issues after that, contact Customer Support (CSA) for assistance.

Methods to contact CSA found here: https://publicmobile.ca/en/ns/get-help/articles/contact-an-agent

[hTideGnow · Accepted solution]

HI @JoanneRead   How many times you have tried to make the change, too many times will trigger a fraud lock

When you put in the address, enter exactly as what your CC statements show.  If it showing all CAP, enter them all CAP

If  you need to open ticket with PM Support, please click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1. type: Contact CS Agent
2. Click "Contact Us"
3. Click "Other"
4. Click "Click here to submit a ticket"
5. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Anonymous]

Be sure to enter your address the same as it appears on your payment card billing address. Don't have the space in the postal code or drop the last digit.

But if you've been trying a bunch of times now it may have locked the entry suspecting fraud activity. To clear that you would need the help of the CSA's. Try in another hour to let things clear and then if not contact the CSA's.