autopay not registering my new visa debit card

[vsaint86]

To whom this may concern,

I had to change my visa debit card because of fraudulent charges and was issued a new card by my bank-RBC. My autopay was rejected because that card was frozen by the fraud department. I have a new visa debit card and have tried to register it with autopay but it is rejecting the card saying that it is not acceptable by the public mobile vendor. I would like to register my new visa debit card so I can resume my public mobile services. Please help. Thank you.

Sincerely,

Vanessa

[BlueB]

@vsaint86 

One thing I'll add, is after resetting everything and adding your new card, you can also do a test with a manual Top-Up of $1 just to make sure everything is set up correctly.  After that, AutoPay should take care of the rest.

Goodluck, and let us know if there's anything else that's still not working.  🙂

[softech]

@vsaint86 please be aware you are not writing to PM staff here, this is an open forum and we are customers like you.   but we are here trying to help.

please try what @socialserviette suggested above.  Should it still fails and you wish PM to look into it, you might want to open ticket with mod using the Chat bubbles on the lower right 

[socialserviette · Accepted solution]

Hey There Vanessa!

Here are some steps I found that may be of help. Let me know 🙂

Restart your browser and start over again.

Make sure the credit card address matches what is on your statement.
1. If you live in multi-unit building, don't use the unit # or apt#. Just use the building number.
2. If the postal code on your statement has a space in the middle, left the last digit out. PM check the first 6 characters of the postal code only including the middle space.

Additional notes: 

1. USE ALL CAPS if necessary.
2. Double check your address with the official Canada Post address as you may need to tweak it by adding a suite # in your street address or put directions (east, west etc...) in correctly. ie. 101-123 1ST AVE E, YOUR TOWN, PROV, CANADA
3. Do not use autofill.

Another person in previous posts mentioned:

Try clearing your browser's cache and opening a tab in incognito mode.

If you tried to many times, the system may have locked you out. But wait 50 minutes then try again.

Note:

"We accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S. If you are using a payment card, leave the apartment/suite number in the payment information section blank."

If still having issues ask the moderators for help.

To contact the Public Mobile Moderator_Team, there are two ways to reach them:

1 -  Click the bubble comment circle on the bottom right hand side of your screen, or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 - Use this link to:

Private Message to Public Mobile Moderators (PM Customer Service Representatives)