new credit card

[Purdy]

can't register new credit card

[Purdy]

will do thanks

[darlicious]

@Purdy 

Just make sure you wait out the full hour before trying again....that is of the utmost importance.

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 #

[Purdy]

thanks

[darlicious]

@Purdy 

This is how I recommend adding your payment card in the spoiler below. Try it once. If it doesn't work then try by adding it thru your "edit profile" on your overview page. Once on "edit profile" go to the top right and click on the message reminding users to update their credit card info if they have updated their address and you will be brought to the following page in the screenshot. If that attempt doesn't work then you will need to contact customer support as this last try will likely trigger the fraud lock. The CSA will have to remove the lock but you can just get them to update your card for you.

Spoiler

I just click on one time payment and in the middle of the page you can click on manage my card. Then I follow this procedure....

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from customer support.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.

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 #

[darlicious]

@Purdy 

You can only make two attempts before you have to wait one full hour to try again. I will post full instructions on how to do it in a following post. More importantly....your compromised card wasn't the result of a card transaction with KOODO TOP UP REAPPROV was It? If so you have a bigger problem on your hands....

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 #

[dabr]

@Purdy     Have you tried clearing cache/cookies and used incognito/privacy mode when updating your card info?  Also make sure you enter the name/address exactly as it appears on your statement and no spaces for the postal code.

If you're locked out because of one too many attempts, then you can wait an hour or so before retrying or if you need to make a payment urgently for your plan renewal, then you could purchase a voucher from retailers like Canadian Tire, Walmart, London Drugs SDM or even gas/convenience stores and add your voucher PIN either through self serve account or by dialing 611.

Otherwise you can submit a ticket to customer support via chatbot as advised earlier.   Here's a link to the chatbot:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Second option if unable to submit a ticket is to private message CS_Agent here:  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[hTideGnow]

HI @Purdy   It could be a problem if you tried 3 times already,   you can wait 24 hours before trying again.

Or if you need to update it urgently, open ticket with PM Support.   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

[Purdy]

tried two or three times

[Purdy]

my previous credit card on file got compromised so i have new card to register for auto pay

[LeePublic]

Have you tried another credit card and see if that works better?

Have u tried this link in the self-serve?

[will13am]

@Purdy , how many times have you tried and been rejected.  Too many failed attempts will result in the credit card being locked out.  In this case, you would need to click on the chat symbol in the lower right corner of the webpage and initiate a support ticket.