Unable to update credit card ( Prepaid )

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I'm a Participant Level 3 Tekovince
I'm a Participant Level 3

Unable to update credit card ( Prepaid )

Hi there... I had to get a new Credit Card number a few months ago, and Fido charges me yearly for my phone plan. The charge was supposed to go through last night but it didn't since my old credit card is no longer valid.

So I go to the Manage Credit Card page in my account, enter all of the info for my new credit card, and click Continue.

At this point all I get is a message at the top of the page. 
Oops!
That doesn’t seem to be working.!

Tried different browsers.

Oops!
That doesn’t seem to be working.!

Tried re-typing in my billing address
Oops!
That doesn’t seem to be working.!

Re-verified my card number and cvv code at least 10 times
Oops!
That doesn’t seem to be working.!

Purchased something on eBay with the same credit card
Success!
Tried card on Fido.ca again
Oops!
That doesn’t seem to be working.!

What isn't working? Is it blocked because the transaction didn't finish processing? Is the website down for maintenance? Is the credit card validation system down? Are the Fido heardquarters being attacked by a giant Stay Puft marshmallow man? Can we get more descriptive error messages?!

 

 

 

Accepted Solution

Re: Unable to update credit card ( Prepaid )

Hey @Tekovince

 

That's really odd, I'm not sure what happened with that PM, so sorry about that! 

 

In the spirit of sharing the full details, you can use our IVR system over the phone to update the credit card information by pressing options 3 - 4 and then 2. 

 

Thank you for taking the time and sharing these updates with us in regards to the website, I'll make sure it gets forwarded to the right people!  

 

Can you also let us know if you were already refunded the amounts that were charged at $1 per attempt for this? It should have been an automatic refund that you could check in your pending transactions. 

 

 

 

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Message 1 of 58
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I'm a Participant Level 3 Tekovince
I'm a Participant Level 3

Re: Unable to update credit card ( Prepaid )

Nice! I just checked my credit card statement and i was charged $1 for every attempt I made... great!

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Message 2 of 58
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I'm a Participant Level 3 Tekovince
I'm a Participant Level 3

Re: Unable to update credit card

Make that 92 seperate one dollar charges on my credit card. WHAT?!

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Message 3 of 58
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Moderator
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Re: Unable to update credit card ( Prepaid )

Hi @Tekovince!

 

Sorry to hear this happened Sad

 

I'm sending you a PM to look closely into it.

 

Thanks. 

 

And oh, welcome to our Community!

 

 



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Message 4 of 58
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I'm a Participant Level 3 Tekovince
I'm a Participant Level 3

Re: Unable to update credit card ( Prepaid )

UPDATE!

I never recieved that PM, so I contacted Fido through facebook instead. I was then given the number for the prepaid department (1-888-482-3436). From there I tried to spam 0 to get to a representative but that wasn't working, so I went through the various menus and ended up on the update credit card menu. The phone script was able to update my card with no issues.

So if the site isn't working, try by phone!

I'm not entirely sure why the website one wasn't working, but if you want to pass info back to the developers so they can look into it, I have a feeling it might have had something to do with how the website retrieves addresses displayed on the credit card page (which it then uses to verify the card)

I noticed that when I select my address under the update address screen it looks fine, but when I go to the update credit card screen, it looks different. My province QC is changed to PQ, the name of my street is french but the site organises the words in an english order (example, not my real adddress, "Rue frontenac" becomes "Frontenac Rue" as in "Frontenac Street" but the word street stays french) and the address number has a dash in front of it.

Just a guess!

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Message 5 of 58
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Solution

Re: Unable to update credit card ( Prepaid )

Hey @Tekovince

 

That's really odd, I'm not sure what happened with that PM, so sorry about that! 

 

In the spirit of sharing the full details, you can use our IVR system over the phone to update the credit card information by pressing options 3 - 4 and then 2. 

 

Thank you for taking the time and sharing these updates with us in regards to the website, I'll make sure it gets forwarded to the right people!  

 

Can you also let us know if you were already refunded the amounts that were charged at $1 per attempt for this? It should have been an automatic refund that you could check in your pending transactions. 

 

 

 



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Message 6 of 58
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I'm a Participant Level 3 Tekovince
I'm a Participant Level 3

Re: Unable to update credit card ( Prepaid )

I figured I might see those refunds once the card had been unlocked. I remember other sites testing the validity of a credit card by charging/refunding a dollar but the process stopped when my bank blocked the credit card. No idea why or how it even attempted to verify 92+ times either but we do have really ancient internet browsers at my workplace.

Either way it looks like they already all cancelled out or the bank might have just removed them, the original charges are gone from my statement so no matching refund for each either.

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Former Moderator FidoTerry
Former Moderator

Re: Unable to update credit card ( Prepaid )

Glad to hear everything was resolved. Smiley



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Message 8 of 58
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I'm a Participant Level 3 jcoles
I'm a Participant Level 3

Re: Unable to update credit card ( Prepaid )

I had the same problem today (May21) with the website repeatedly failing to perform a simple credit card info update. Can't update the card. Can't remove it either.

Doesn't look like anything got fixed. Lame! Lame! Lame! 

Fortunately, I was able to refill my account with the Interac option.

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Re: Unable to update credit card ( Prepaid )

Hey @jcoles!

 

That doesn't seem right, Fido.ca should be up and running for performing account changes such as updating and removing credits cards from your account.

 

To confirm, are you a postpaid subscriber or a prepaid one? If you have a prepaid account, it's important to note that the card name and billing address must be identical to the information we have on our end, or it won't be possible to register the card. 

 

If that's not the case, have you tried to clear your browser's cache and trying again?

 

Let us know! 



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Message 10 of 58
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I'm a Participant Level 3 jcoles
I'm a Participant Level 3

Re: Unable to update credit card ( Prepaid )

My name on my credit card includes "Mr" and my middle initial. I really wouldn't want Caller ID to present my name like that. Keeping the Fido and credit card names identical must be a new restriction, as I have successfully used my credit card with Fido in the past. Why not provide a separate Name field for credit card registration?

As far as I can tell, the profile provides no way to edit my account name, anyway. And changing my name on the credit card is too much trouble for a once-a-year transaction. So, I'll just use the Interac method of payment from now on.

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Message 11 of 58
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Re: Unable to update credit card ( Prepaid )

I'm glad you were able to get this resolved by using Interac® Online Smiley

 

If in the future you decide to use your credit card, we can update the account name on our end, and leave your outgoing call display name untouched!

 

You can reach out to us here if ever you want to do that.



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Message 12 of 58
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I'm a Participant Level 3 MCB_52
I'm a Participant Level 3

Re: Unable to update credit card ( Prepaid )

So it is unclear by all the back-and-forth (and clients finding their own work-arounds) how one is supposed to solve this issue?

 

Am encountering the same issue as the OP. My name hasn't changed, neither has my address. My credit card, however, has expired and I decided not to continue with that company. I'd like to register my Mastercard (yes, in my name) but this is impossible to do online. Am getting the same 'error' message as provided by the OP and when attempting to do this via 611, the system won't complete it either. Oh, and we're past business hours so there's no one on Fido's end to resolve this.

 

One of the main advantages of Prepaid is Self-Serve. However, this seems impossible despite my name, address and card info being correct. How often is one going to have to encounter this before Fido makes it more user-friendly?

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Message 13 of 58
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Moderator
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Re: Unable to update credit card ( Prepaid )

Hey @MCB_52

 

Can you tell me which error message you hear when you try to use the IVR system over the phone to update the credit card information? 

 

Are you selecting #3, #4, and #2 as the prompted options? 



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Message 14 of 58
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I'm a Participant Level 3 MCB_52
I'm a Participant Level 3

Re: Unable to update credit card ( Prepaid )

Pierre,

 

I'm not sure if this helps, or if it can help others, but what happens (after selecting options: 3 > 4 > 2 in the IVR) is it asks for the new card #, expiry date and security code on the back. It says "One moment, we are processing your request" then it comes back to say "we are transfering you to a Fido Representative". The phones proceeds to ring and since it was after hours, a message comes on saying Fido is closed and to call back during said Business hours.

 

Therefore clients really are stuck when they attempt to do anything themselves that that system is unable to process, and Fido is closed...

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