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Unable to add credit card for AutoPay

Danath
Good Citizen / Bon Citoyen

Hi,

I am trying to add a credit card to the system so that I can use AutoPay.  When I tried to submit the new card, I get an error message on the screen that says something like "Unable to add credit card; unable to validate credit card information..."  I checked with my credit card company and they say it should work but they are not seeing the authorization request.

 

I believe there is a bug in the card registration page on Public Mobile or somewhere.

 

Appreciate if I could get some help.

 

Thanks

 

8 REPLIES 8

srlawren
Retired Oracle / Oracle Retraité

@Danath at this point you will probably need to reach out to the moderator team for assitance.  Details below:

 

Spoiler
How can you get help with your account, activation, or service?In your message please include:
  • PM Phone Number, 4 digit PIN, Account email address, Detailed explanation of your issue
Don't know your pin?--provide any 3 of the following:
  • Complete mailing address, Email address, Alternate phone number, Date of birth, Last top up date & amount
How long until they reply?:
  • Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
  • Messages are replied to during office hours, in the order in which they are received
  • Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
  • There is no need to send multiple messages.
How can I view my private messages between myself and a Community Moderator?

>>> ALERT: I am not a moderator. For account or activation assistance, please click here.

Danath
Good Citizen / Bon Citoyen

A quick update:

 

1. I'm using a Mastercard (not AMEX)

2. Tried inputting the information exactly as I have on the credit card (no unit or apt #)

3. Tried using both Chrome and Firefox and IE 11

4. Contacted my credit card company and they confirmed their system does NOT receive the authorization request or anything, so something's not happening on the Public Mobile side.

 

All still comes back with this error:

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

 

I think there is a system error in Public Mobile as I don't have other ideas how to "resolve this."

 

Any other ideas or suggestions?  Appreciate the input from everyone thus far.

 

srlawren
Retired Oracle / Oracle Retraité

@anya wrote:

@Danath if you the card’s billing address has an apartment number, I’ve read a few postings here recommending that you don’t fill out the apartment number box. Apparently that can cause issues. 

 

Edit: here is a thread with more info:

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/My-new-credit-card-cannot-be-...


 

@Danath, as @anya mentioned, make sure you enter your info EXACTLY the same way it shows on your credit card statements, down to capitalization, punctuation, spacing, etc.

 

The note about appartment/unit number in paritcular.  In my case I live in unit 123 at 555 Fake Ave, but my cc statement shows it as "123-555 FAKE ST".  So I had to leave the appartment number field blank and enter exactly "123-555 FAKE ST" (minus the quotes of course) for it to accept the card.  Worth a try.


>>> ALERT: I am not a moderator. For account or activation assistance, please click here.

Anonymous
Not applicable

Frist try it different browser internet,  make sure you put it correct information number your credit card, and you will see is working and if not work you need send a private message to Click here 

 

In your message put it, please include.

- your account number

- your phone number 

- your account PIN

- Detailed explanation of specific your issue

- them can help you a lot nice service Team

 

Good Luck

dyoo8
Good Citizen / Bon Citoyen

Hey this happened to me initially when I tried to sign up with auto pay with my AMEX.

Are you trying to use AMEX?

If so, try adding VISA card first to sign up for the autopay. It should work.

THEN, change your information to AMEX.

This worked for me

Acekiller
Deputy Mayor / Adjoint au Maire

Are you using american express? some people have issue with Amex as well.

ShawnC13
Oracle
Oracle

@Danath wrote:

Hi,

I am trying to add a credit card to the system so that I can use AutoPay.  When I tried to submit the new card, I get an error message on the screen that says something like "Unable to add credit card; unable to validate credit card information..."  I checked with my credit card company and they say it should work but they are not seeing the authorization request.

 

I believe there is a bug in the card registration page on Public Mobile or somewhere.

 

Appreciate if I could get some help.

 

Thanks

 


You can also try a different browser or incognito mode.  This seems to help as well.

 


I am happy to help, but I am not a Customer Support Agent please do not include any personal info in a message to me. Click HERE to create a trouble ticket through SIMon the Chatbot *

anya
Great Citizen / Super Citoyen

@Danath if you the card’s billing address has an apartment number, I’ve read a few postings here recommending that you don’t fill out the apartment number box. Apparently that can cause issues. 

 

Edit: here is a thread with more info:

https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/My-new-credit-card-cannot-be-...

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