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cannot update credit card for autopay

poppy
Great Neighbour / Super Voisin

I had to replace the credit card used to establish my account.  I have tried several times to update my credit card info.  I continue to get a message that the credit card is rejected by the credit card company and to contact them.  I have contacted RBC mastercard and they have advised me that there are requests for authorization for payment to public mobile are in their system and there is no indication of rejection.  My account is due in a few days and I want to be sure I do no lose my account status and current rate.  I have tried several times to update on the website in the past few days and continue to get the same error messages.  I need to have this situation resolved immediately.  I have been able to use my new credit card info to update other services including my Telus account.

6 REPLIES 6

Anonymous
Not applicable

@poppy 

you can Remove your credit card and Logout and

close all Browser and do clear cache and cookies for any Browser,

how to clear cache and cookies in microsoft edge browser visit Here 

or you can try it for a different Browser

and use a Browser from your computer, is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

for microsoft edge how to update your browser visit Here 

and do Restart your computer, is will help a lot,

 

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

 

 

and log in and re entered your credit details,

 

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

 

How To Update Or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to  Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

 

Remember, we accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian...

Anonymous
Not applicable

@poppy wrote:

CSA's?  Can I assume that means customer service agent?   How do I contact a customer service agent?


@poppy 

Explain your issue to Contact Customer Support Agent by  ,
they can solve your issue, they are nice service Team the will help you 100%.

 

Here’s How To Contact Customer Support Agent by CS_Agent, and Submit a Ticket 

  • 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 Customer Support Agent by CS_Agent,Click Here to get started.

 

  • or you can send a private message to Customer Support Agent by CS_Agent, by Click Here
  • You’ll need to be logged in to your Community account for the link to work.

 

  • please include in your message,
  • your account number, 
  • your phone number,
  • your account 4 digit pin,
  • your Email address,

 

  • Customer Support Agent by CS_Agent, will Response to your inbox by private message 
     Check your private message inbox (click on the envelope top right of your screen)

         Good Luck

Anonymous
Not applicable

 @poppy : Did you try a bunch of times? Or just once or twice? If just once or twice then wait about an hour and then try a different browser or use incognito/privacy mode and try again.

 

Edit:

@poppy 

Here’s when and how to contact our Customer Support Agents:

  • 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 our Agents. Click here to get started.
  • Alternatively, you can send a private message to our Agents by clicking here. You’ll need to be logged in to your Community account for the link to work.

poppy
Great Neighbour / Super Voisin

CSA's?  Can I assume that means customer service agent?   How do I contact a customer service agent?

Anonymous
Not applicable

 @poppy : Make sure the address matches the billing address of the card. Maybe even name. Maybe even case. No space in the postal code or drop the last digit if a space.  Maybe all upper case.

But trying too many times will lock out the card entry. You would then need to contact the CSA's to clear that and they may as well go ahead and enter your new details.

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