Unable to process transaction

[judyC43]

Hello,

I am on auto-pay and need to update my credit card details.  After reading and trying all the solutions suggested on this forum, I am still getting the same error message after entering the new card details.  My next payment is due on November 10, I am hoping to open a service ticket so that my phone service will not be interrupted 😟

Thanks!

[computergeek541]

@judyC43

Your credit card billing address doesn't need to match that of the address on your Public Mobile account profile.  Your credit card conpany simply needs to accept the provided billing address.  It's about matching the address the credit card company has, although minor differences don't always cause issues.

[HALIMACS]

@judyC43 

I'm glad to hear that.

Kudos to community user darlicious for the items to look out for in that list.

[judyC43]

Thank you so much for your suggestions!   

Your #5 prompted me to look at my profile details.  And as I mentioned in my reply above, I had to fill in my address and name EXACTLY as in my profile.  Then, BOOM, it accepted my changes 🙂

[judyC43]

Thanks so much for the detailed step-by-step instructions!

I had tried these over a few days last week, but they never worked for me 😞

- using different browsers (Chrome and Edge)

- clearing the cookies

- incognito windows 

HOWEVER, one trick did finally work this morning... it was to fill in the address and name EXACTLY as in my account profile!  I bought the SIM card at a London Drugs and the salesperson typed in my info all weird, without any capitalization ("crescent" was spelled as "cr").

Thank you!

[hTideGnow]

and another easier way but with a small fee is instant top up at retails like Canadian Tire Gas, Esso, Gateway Newstands, and MacEwen 

[HALIMACS]

@judyC43 

Worst case, you could always apply a Public Mobile payment voucher to the account to cover the amount of your next renewal until the credit card hurdle is worked out.

Get one at the many locations below:

[t_p]

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@judyC43 wrote:

Hello,

I am on auto-pay and need to update my credit card details.  After reading and trying all the solutions suggested on this forum, I am still getting the same error message after entering the new card details.  My next payment is due on November 10, I am hoping to open a service ticket so that my phone service will not be interrupted 😟

Thanks!

---

@judyC43 

If you've tried too many times without success, that would have triggered an error in the system.

Contact CS for help:

Spoiler

Open a ticket via:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html (faster response time)
Type "ticket" > Click "Contact Us" > Select your issue > "Click here to submit a ticket↗"

or send a private message to:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
and describe your issue. Include your name,phone #, account #, Email address,4-digit PIN to speed up authentication process.

[HALIMACS · Accepted solution]

@judyC43 

Wait 1 full hour, then, do the following to avoid the common glitches that sometimes occur with this process:

1. Clear your browser's cache & cookies
2. Use incognito mode
3. Select "Manage My Card"
4. Select "replace card"
5. Type your address exactly as from your billing statement
6.  Don't use a space in the postal code
7.  Use ALL CAPS if necessary
8.  Type everything, not letting autofill complete any fields

[hTideGnow]

@judyC43 

What was the exact error message ?

how many times you have tried?  Wait an hour before trying.  too many failed attempts will trigger fraud alert lock 

next time when  you try,  try with a different browser,  or try with Incognito mode.  If still sols  wait another hour for another try.

[Anonymous]

@judyC43 

you can Remove your credit card and Logout and

i suggest you close all Browser and do clear cache and cookies for any Browser,

and try it for a different Browser and open incognito mode,

how to open Browser incognito mode visit Here link,

how to clear cache and cookies and History visit Here link,

and use a Browser from your computer,is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

how to update your Browser visit Here link, 

and Restart your computer, is will help a lot,

and if you use a home internet take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and log in and re entered your credit details,

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

How To Update or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

and if can't fix it you Have To Submit a Ticket To Contact Customer Support Agent by CS_Agent, and Explain your issue to 
they can solve your issue, they are nice service Team the will help you 100%.

Here’s How To Contact Customer Support Agent by CS_Agent,and Submit a Ticket,

Spoiler

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Support Agent by CS_Agent,Click Here link,to get started. Type,, Ticket ,, Click ,, Contact Us ,, Select your issue ,,
  Click here to submit a ticket↗↗.

• or you can send a private message to Customer Support Agent by CS_Agent, by Click Here link,

• please include in your message,
• phone number,
• account number, 
• account 4 digit pin,
• Email address,

• Customer Support Agent by CS_Agent, will Response to your inbox by private message 
• During business hours, we strive to answer customer messages swiftly. You will often get an answer within an hour. During peak periods, you may need to wait up to 48 hours.Customer Support Agents are available:
  • Monday to Sunday: 6 AM to 10 PM EST
  
  Check your private message inbox (click on the envelope top right of your screen)

         Good Luck..