Reactivation Of My Phone 📱

[Masta_Inferno]

So, a few days ago, i attempted to make a payment for my phone with my original card (that got swallowed from local ATM while making a separate deposit)

& got issued a new card under new circumstances, now when i attempted to renew my phone plan with sufficient money on my card, it didn't go through. 

I contacted my bank and they said it was a address issue that would have to be sorted out directly to my phone company because my main one of file doesn't match the previous one on your records which why the process payment wouldn't go through to reactivate my phone plan

Hence this message, so long story short, when i logged into my main account, i tried locating in settings where you can "change my address"  with no assistance at all, in order to resolve this issue 

What are the steps moving forward 

That i can take to remedy this situation as soon as possible 

Thank you for hearing my concerns 

[Masta_Inferno]

THANK YOU SO MUCH!!! --- after two weeks of inactivity 
this process worked like a charm down to the letter!

i would employ this be a Troubleshoot for anyone that may have a similar situation pop up!!

[softech · Accepted solution]

@Masta_Inferno does your card have the same number and expiry date and CVV? 

PM does not match address and name anymore.   All it try to validate is the card number, expiry date/Postal code and CVV.  So, just make sure you update it there and it should work

https://selfserve.publicmobile.ca/en/account/payment/manage-card

If any issue, you might want to open ticket with PM support to see if they can confirm what was the issue of the payment decline

1. If you have access to My account: At https://publicmobile.ca/chatbot.

Start by typing "Submit a ticket", then click "Contact Us", Then click "Other", then click "Click here to submit a ticket ↗" 

2. If you don't have access to My Account or have trouble with Chatbot: 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 the ticket is opened.  CS Agent will reply you there

[esjliv]

@Masta_Inferno  - are you able to use the new card otherwise?

Yeah, the new update credit card details are asking for postal code. Are you sure that is matching your billing information? Do you see this under the Payments TAB and Manage Your Card?

If you continue to have issues, submit a ticket to CSA for assistance.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them found here:

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[RossN]

@Masta_Inferno  Hi I think the issue may be when you received your new card it probably has a new expiration date you can update that in your self serve