updating personal information due to a move

[Kerri]

Hello. I logged into my account to update my home address. I saw this message Update your personal information.  Just a heads up that if you’re updating your address and have registered a credit card to your account, be sure to update your credit card address as well by clicking here and want to know if I need to renter my credit card information again Thanks and have a great day.

[Kerri]

Hello. though  did get the issue resolved by deleting the payment information, then rentering it, is there a place I can go tu suggest clarifying this process? 

[Kerri]

Hello. I have been as concise as I can but the site is behaving as though I want to make a transaction but I do not want to make a payment, only to check if the card is accurate.  I contacted the credit card company, only to be told to contact Public Mobile I am totally blind and I'm wondering if this area of the site is not being read by my screen access technology. 

[srlawren]

@Kerri the address you enter for the credit card has to match exactly what you see on your credit card statements from the card provider.  Capitalization, punctuation, spaces, etc.  For example of the CC company puts your unit/appartment number (if applicable of course) right into the main address like such as:

123-555 Main St.

Then make sure you enter the "123-555 Main St." as your address and leave the appartment number field blank.

[will13am]

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@Kerri wrote:

hi, this is the error I receive.

Unable to Process Transaction
Sorry, we are unable to verify your credit card information or address, so this purchase could not be completed. Your credit card has not been charged, and your transaction will not be processed

I tried contating the modorator team who htought I wanted my email address changed. This has been the most frustrating experiene I've had with this company and I've only been here 6 months.

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Sorry to hear that.  Interacting via private message is not as easy as a conversation.  To limit the back and forths, you really need to be concise and write a good essay on exactly what the problem is and the help you require for resolution. 

[Kerri]

hi, this is the error I receive.

Unable to Process Transaction
Sorry, we are unable to verify your credit card information or address, so this purchase could not be completed. Your credit card has not been charged, and your transaction will not be processed

I tried contating the modorator team who htought I wanted my email address changed. This has been the most frustrating experiene I've had with this company and I've only been here 6 months.

[will13am]

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@Kerri wrote:

hi, all. i reentered the credit card information 4 times, al to no avail. I phoned the redit card company, changed my address iwth them then tried reentering it on Public mobile again. still nohting.

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Some customers really struggle with this part.  Suggestions to try include using a different browser, clearing browser cache, incognito mode.  If these strategies don't work, then the moderator team is the final line of defence. 

[MacMe]

You can send a private message to Moderator_Team and they will look into the issue.

[Kerri]

hi, all. i reentered the credit card information 4 times, al to no avail. I phoned the redit card company, changed my address iwth them then tried reentering it on Public mobile again. still nohting.

[Kerri]

Hi. when I did try to reenter the credit card details, I received a generic error. what do I do to rectify this?

[NDesai]

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@will13am wrote:

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@NDesai wrote:

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@Kerri wrote:

Hello. I logged into my account to update my home address. I saw this message Update your personal information.  Just a heads up that if you’re updating your address and have registered a credit card to your account, be sure to update your credit card address as well by clicking here and want to know if I need to renter my credit card information again Thanks and have a great day.

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Yes, you will have to re-enter the cc details. If you don't, something might go wrong when your plan renews, and it will not accept payment because address is not matching. 

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I kind of learned the hard way myself.  Why should there be linkage?  I can be charitable and offer to pay your bill for you.  On the credit card page, I would put all my information.  Since it is your account, you put your credentials for the account.  These ought to be different.

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Well, the self-serve has been kept the exact same from years ago. Unfortunately, not a single change made to it 😞

[will13am]

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@NDesai wrote:

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@Kerri wrote:

Hello. I logged into my account to update my home address. I saw this message Update your personal information.  Just a heads up that if you’re updating your address and have registered a credit card to your account, be sure to update your credit card address as well by clicking here and want to know if I need to renter my credit card information again Thanks and have a great day.

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Yes, you will have to re-enter the cc details. If you don't, something might go wrong when your plan renews, and it will not accept payment because address is not matching. 

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I kind of learned the hard way myself.  Why should there be linkage?  I can be charitable and offer to pay your bill for you.  On the credit card page, I would put all my information.  Since it is your account, you put your credentials for the account.  These ought to be different.

[will13am]

@Kerri, I will say yes to your question.  I don't know if it was due to something else or not.  I had an account where the address was changed but the credit card information was not updated and the payment failed.  The thing I don't understand is if there is linkage, then why ask for the information in two places. 

[NDesai]

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@Kerri wrote:

Hello. I logged into my account to update my home address. I saw this message Update your personal information.  Just a heads up that if you’re updating your address and have registered a credit card to your account, be sure to update your credit card address as well by clicking here and want to know if I need to renter my credit card information again Thanks and have a great day.

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Yes, you will have to re-enter the cc details. If you don't, something might go wrong when your plan renews, and it will not accept payment because address is not matching.