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[angelak1]

It wont let me update my new bank card info- all it says cannot process at this time- Please Help!

[computergeek541]

self solution removed

[BKNS27]

@angelak1 

Try login on the PM app then on Account tab>Update Card Information.

If you are having problems login to your account. Click on the Chat bubble and type in Submit a Ticket or Contact Agent.

[angelak1]

Thanks - I will try all that 🙂

[Chalupa_Batman]

Hello @angelak1 

My neighbors had the same issue when trying to update theirs. This is how I helped them resolve it.

I used the Public Mobile app on the phone to update the credit card. First, I waited 24 hours from the last time I tried to update it (PM security feature to protect your account). I then went to the settings on the phone, then applications, then found the Public Mobile app. I then cleared the cache and data. Restarted the phone, signed back in with email and password and proceeded to update the credit card with zero problems. If you're using the iPhone, there is no way to clear the app data or cache so you need to delete the app then restart the phone and download the app again. Then follow steps about trying to change the card.

[softech]

@angelak1 

did you try using browser with Incognito mode or use the app to update the card info?

If updating bank info does not work the first time and you don't need to make a payment urgently, wait 24 hours and try again.  Also, please try using BOTH browser and Public Mobile App, some reported they have success after trying with the different method to access My Account. 
When you test with browser, try using Incognito mode
When you test with app and if app was already installed, uninstall it first, clear the cache for your default browser on the phone, then reboot the phone and reinstall the app

Also, while PM is not sending name/address info to credit card for posting payment, it looks like they still have some kind of validation now when updating new credit card.   So, make sure you have the correct address and postal code on your My Account's Profile and match those on your credit card.  Also, check the name on your profile.  If you have a very long name, maybe try shortening it with initials.

And, if you need to make payment urgently to resume service, you can get a voucher from SDM/London Drug/711/Shell and then load the voucher using *611 on your phone (or 1.855.4PUBLIC from another phone) to resume service first and then try updating the card again later

If nothing works, best to open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there