won't accept updated creditcard

[elgordo1]

tried to updated credit card (date and ccv)- message comes that the card is not accepted by card company. Card company says the card is active. Went to the self help and went through the various suggestions multiple times. Tried using a different computer. Still the same message. This appears to be a recurring problem with Publicmobile from reading the web site. It should be simple and easy. Running out of patience one last try with this page.

[darlicious]

@elgordo1 

Just contact the moderators and have them add it for you....if you triggered the fraud lock they would have to remove that first before your new card info can be entered.

[elgordo1]

still get same message-added $1 but went on old credit card- still does not accept new card- cancelled card  and autopay play entered new card still same message- will leave it 24 hours and retry but if this does not work I will likely find another provider

[BKNS27]

@elgordo1 

Any luck your updating your credit card on your self serve account?

I hate when computer systems don’t work as they are suppose to.

[esjliv]

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@elgordo1 wrote:

tried to updated credit card (date and ccv)- message comes that the card is not accepted by card company. Card company says the card is active. Went to the self help and went through the various suggestions multiple times. Tried using a different computer. Still the same message. This appears to be a recurring problem with Publicmobile from reading the web site. It should be simple and easy. Running out of patience one last try with this page.

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@elgordo1 

If still having issues after following the trouble shooting provided, contact the Moderators to help you.

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

1 -  Faster - 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 – Slower - Use this link to:

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

[BlueB]

@elgordo1 

I would basically remove, and re-add your credit card to "reset" what the system is seeing.  Like @darlicious mentioned, make sure your billing address matches, and wait a while before retrying or else it'll look like some fraud attempt.  🙂

Trying to top-up with $1 is a great way to test that it works.  Similarly, if you're in a pinch, you can also get a Top-Up voucher from many grocery/convenience/dealers both in-store and online.

[darlicious]

@elgordo1 

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 the moderators.

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