Visa Debit Card not Registering

[BRUCEBIRD]

Good day 

I have made a few auto payments with my Visa Debt card but this month it did not go through and has a message that my card is not verified I have tried removing and adding but nothing 

Please any information will be appreciated 

[BRUCEBIRD]

Thank you will try this and revert most appreciated 

[BRUCEBIRD]

Thank you will try, appreciated 

[hTideGnow]

HI @BRUCEBIRD   are you having problem with payment or having problem with updating the card?

If it is payment issue.  try again by going to the Payment page, One time payment and then pay by choosing the "Other" option and enter the Plan amount manually (not to use the Amount Due) and submit the payment that way.  Many people able to get that resolved

If you have problem with updating the credit card, then you might have to wait a bit.  .You are allowed two attempts before you must wait one hour before trying again. Five attempts in a 24 hour period with the same card will trigger the fraud lock that must be removed a CSA.

Hope this helps

[Spudster]

@BRUCEBIRD 

If you have one available, try a different payment card to register for the payment.

Can be any valid Canadian credit card.

Give it a shot and let us know...

[esjliv]

@BRUCEBIRD  - but if you are having issues with payment, perhaps there was just a temporary block due to to many failed attempts?

Now that time has passed, try again. But first clear your browser's cache/cookies, or open a tab in incognito mode.

Ensure the address you enter matches the billing address of our card/bank.

Use all caps and no spaces in Postal Code area.

Was this perhaps a new activation that you noticed a Koodo charge, which you cancelled?

If so, please review this announcement. Then contact CSA to correct.

https://productioncommunity.publicmobile.ca/t5/Announcements/System-Fix-Ongoing-Activation-amp-State...

[esjliv]

@BRUCEBIRD  - 

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here in the Get Help Articles :

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[BKNS27]

@BRUCEBIRD 

Not sure if staff is available at this time so put in a request and keep your eyes on the private message icon in the morning.

[BKNS27]

@BRUCEBIRD 

2 options to contact a CS_Agent.

- By private messaging by clicking on envelope icon on top of this page.

- By Chat and type in Create a Ticket and follow prompts at the bottom of this page.

[BRUCEBIRD]

Good day 

How do I contact a SCA to unblock my visa debt card 

thank you. 

[darlicious · Accepted solution]

@BRUCEBIRD 

To add to the info supplied by @softech ...You are allowed two attempts before you must wait one hour before trying again. Five attempts in a 24 hour period with the same card will trigger the fraud lock that must be removed a CSA.

Double check your billing statement address with your official Canada Post address. You may want to use the latter in your second attempt. Before your next attempt follow this guideline:

1. Clear your browser.
2. Reboot your device.
3. Open one tab only.
4. Use secret/incognito mode.
5. Firefox, chrome, safari or Microsoft edge work best.
6. Or all of above and change your device.

The pm website and self serve account prefer to be the sole focus of your device. The less going on in the background of your device the better. Some customers have overcome this issue by switching to their phone or vice versa by using their computer and Microsoft Edge.

Alternatively try adding your payment card info thru "edit your profile" on your overview page. Once on that page go to the top right corner and click on the link in the message "Update your credit card info if you have updated your profile's address here" and you will be brought to the following page:

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[BRUCEBIRD]

Thank you will try this and revert most appreciated 

[softech]

@BRUCEBIRD   Sometimes, adding credit card is a bit tricky with PM system.

Remember, account will get locked after 2 attempts. Too many attempts will trigger a fraud alert lock and you will have to contact the CS Agent to unlock the alert and then have them to add credit card for you.

Is your account current suspended and service interrupted?  One quick solution to get the service back is to pay through voucher.  Get it from SDM/711/Loblaws/Shell, their vouchers can be used immediately while other might take 24 hours before it can be added.

For your credit card, you might want to wait 24 hours to try again.  Before doing so, clear your browser cache first, or try using Incognito mode.

Then, when filling in the information, keep that in mind

• Avoid autofill
• If address/name your credit card statement is in ALL CAPS, follow it with All CAP.
• If you have a suite #, add it to your street address.
  Example: 101-1234 ABCD AVE E , City , PROV , CANADA , X0X0X0
•  When you fill out the street address, following Canada Post address if there is a discrepancy.
  You might use the billing address on your second attempt if necessary.
• Do not use a space in the postal code.
  If it fails the first time, you might want to try X0X 0X (drop the last digit due to space)
•  Make sure you use the full name on the card.
•  Submit the credit card/address without a payment attached to have it register.

Of course, if still fails, PM support is your friend, open a ticket with PM Support and have them to further investigate