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Unable to Update Pre-Authorized Credit Card Info on "My Fido" account

I'm a Contributor Level 2
I'm a Contributor Level 2

Hello all,


I have been trying for the past few days to update my pre-authorized credit card info as it is expiring soon but Fido website gives me this error message every time. Please see the snapshot attached. 


I believe Fido is trying to force customers to call the customer service ever since they introduced this new account handling fees and chargeable services in May 2019($10 per service) with a live agent!!!


Any idea how to resolve this?Untitled.png



Hello @AliKay


To reassure you, I simply wanted to give you the list for which you would be charged the Account Handling Fee:


  • Change Caller ID Name Display
  • One Time Payment with a Credit Card
  • Opt-out of Pre-authorized Payments
  • Reset or Change Voicemail Password
  • Update Contact Information (Contact Number, Email Address, Billing Address, Billing Language)

For this situation you just described, you don't have to worry about any fees.


Did you try a different browser to see if you can get a better result? Also, did you try to clear your cache and cookies from your browser?


Let the Community know Smiley


I'm a Contributor Level 2
I'm a Contributor Level 2

Still the same issue after 5 days! 


I did try different browsers, still the same error message!


This is so bizarre. How on earth Fido is not paying attention to this issue. 


I am still where I am and am not willing to pay $10 to Fido to do something that is supposed to be free.


p.s. Any interaction with Fido agent on the phone regarding payment will incur the $10 fee. Ask your colleagues. 

Hey @AliKay


I can assure you there would be no fee to update your payment method over the phone, especially if you're not able to do it online.


I'll send you a PM so we can take a look at this together.  Talk to you soon!