Updating CC

[schreyer69]

Tried several times to enter my new CC info without success. System always comes back telling it was not able to process the new info. Please advise. Thanks
PSchreyer

[LovesToPM]

Hi @schreyer69 

While waiting for moderator reply, you can top up with payment vouchers.

https://www.publicmobile.ca/en/bc/get-help/articles/voucher-payment-options

Other sources for vouchers:

https://canadiancellsupplies.com/collections/20-percent-off-on-mobile-top-ups/products/dollar-10-pub... (limited quantities per day)

https://www.recharge.com/en/canada/public-mobile-top-up (surcharge)

[tabi159w]

Try using a different browser and clearing your cache/cookies.

[geopublic]

@schreyer69  When you try to enter your cc info multiple times a security lock gets triggered on your account and needs to be reset by the Moderator before you can enter your info. Once the the lock is removed you should be good to go.

[Danchvn]

@schreyer69 as mentioned by others earlier your card may be locked up from too many attempts. Since you do have a ticket in just wait for an hour or so for the system to reset and then try again.

[schreyer69]

Maybe they should....this sucks. Been struggling for the last hour to figure this one out.

[gpixel]

@schreyer69 public mobiles customer support is through private messaging. check your inbox for a message. they aren't going to call you.

[schreyer69]

Worst case scenario I won't be able to pay and might need to cancel this account.....

[schreyer69]

deleted old CC as instructed. Tried entering the new one. Not working either.... pasted message I get

[RossN]

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@schreyer69 wrote:

did all that.....not working 😞

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@schreyer69 To contact a moderator  click on the? Bottom right hand corner Ask Simon to speak to a human this will help create a ticket to speak to a moderator       check the envelope top right corner for a reply response time is 2 to 48 hours

[schreyer69]

Tried Simon....didn't work.

Send private message as told.

See if that helps.

Asked for a human being to call me if possible.

Thanks

PS

[Danchvn]

@schreyer69 Looks like you have tried a lot with no success.

One thing I have seen here is to remove the old card completely and then make sure you enter the address info exactly as indicated on your CC statement. Including caps. As already noted do not enter the apartment number if that is applicable to you.

Wait for about a hour before you try and use incognito mode and clearing cache on your browser.

Good luck.

[Triguy]

Here’s when and how to contact the Moderator Team:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

[schreyer69]

did all that.....not working 😞

[RossN]

@schreyer69 Hello clear your cache reboot computer try incognito mode in chrome good luck!!

[Triguy]

To update or remove your credit or Visa debit card details, sign in to Self-Serve. Once signed in, click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here, you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..

If you are using a payment card, leave the apartment/suite number in the payment information section blank.