Unable to update credit card ( Prepaid )

Unable to update credit card ( Prepaid )

Unable to update credit card ( Prepaid )

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 The charge was supposed to go through last night but it didn't since my old credit card is no longer valid.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. 
That doesn’t seem to be working.!

Tried different browsers.

That doesn’t seem to be working.!

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

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

Purchased something on eBay with the same credit card
Tried card on Fido.ca again
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 )

Solved by Moderator (inactive) FidoPierre

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. 




View solution in context
I'm a Participant Level 1

Four years later, here we are in 2021, and Fido still hasn't fixed this. Luckly for me I could still use the current card, although I wanted to use a new one.

Hey there @deguchi76 and welcome to the Community!


Here are some information for when you want to register, remove a credit card or modify credit card expiry details for prepaid accounts:


  • The credit card must be issued by a Canadian financial institution. We aren’t able to accept Prepaid Visa, Visa Debit, Debit MasterCard, international and third party credit cards at this time.
  • A specific credit card can’t be registered to more than 5 prepaid accounts (Fido and Rogers).
  • You must be the primary cardholder.
  • The name and address of your prepaid account must match the information registered with your credit card’s financial institution.
  • Before doing a one-time credit card refill, you must first register your credit card with Fido. You can do this by accessing the Refill Now button via the My Account Overview page, then selecting the credit card option in the One-time refill tab. This process can take up to 48 hours.

For more information, you can follow this link: https://www.fido.ca/consumer/content/auto-refill-prepaid?setLanguage=en


Let us know how it goes if anything!

I'm a Participant Level 1

I have the exact same issues as the OP. This is ridiculous, that bug should have been fixed by now. The 611 option worked for me but I was charged 8 times $1 for each time I attempted to update my credit card number online… This is very disappointing…

Hey @sylvmoi,


I'm sorry to hear this happened. 


Feel free to reach out to us through these channels in order to look into the situation with you. Alternatively, we can send you a private message via the community.


Let us know how you'd like to proceed.



I'm a Participant Level 1

That really odd thing not allowing the credit card info to be updated still happens 2 years after it was odd. How long until you fix this on the website?

Former Moderator

Hey @dms2k3,


Is it the first time it happens to you ?


Do you encounter any specific error messages when you attempt to update your credit card information ?


We would need more information in order to further assist you.



I'm a Participant Level 2

Yes I agree with dms2k3 because it's now October 2019 and I have the exact same issue as the original poster.  My credit card is expiring November 2019.  I am trying to update the credit card and I get the same message that something is not working.  I must have tried 4 times because Roger has charged me $4 dollars on my credit card already for 31 October 2019.  And my credit card is still not updated.


I am using the same credit card as before just updating the expiry date.  This doesn't make any sense at all.  Please fix this and reverse those $4 charges.

Hey @SummerTwinkle! Philippe here. Thanks for contributing your first post. Smiley


I'll need to ask you a few questions to help you with that.


Can you clarify what method(s) you used to update the card.


As for the charges, if you're referring to the individual $1 charges on your credit card to add it to your account, those will be reversed automatically.

I'm a Participant Level 2

Hi FidoPhilippe,


I was about to update my card today by going to my online account and clicking on "Update Card" under registered credit card, since it didn't work before and was still showing the old expiry date.  But for some reason, the card got updated today before I even actually got to clicking on update card.  I can tell it appears to be updated properly because the expiry date changed and agrees to the one on my new card.  Not sure what happened there but I'm glad it's resolved now.  And yes the charges were reversed.


I'll wait until my next billing period to see if it is going to process properly.


Thank you for your reply nevertheless. 

I'm a Participant Level 2

I have the same issue. Doesn't work one the website or by phone.


The system puts my address as MONTRÉAL,PQ instread of MONTRÉAL QC

Hey @Kazinsky , welcome to the Community!


That would be correct for the address, PQ stands for Province of Quebec Smiley


Was it the reason why you were not able to update it?


Let us know if anything!

I'm a Participant Level 2

Hey @FidoCharles 


But I don't get it then, both my account address and credit address should be the same but it's not letting me add the card. Is if possible that the differences in french and English conversions of the addresses are the issue?

Hey Kazinsky! I'll be happy to help you. Smiley


Just to confirm, did you try using the troubleshooting above?


Let us know.

I'm a Participant Level 1

This is astounding. It's been over a year since this problem was brought to Fido's attention and it's still an issue. My credit card expired, my new card has the same number, and the same name, and yet I still get the error OOPS! That doesn’t seem to be working.! How such a basic feature has been left broken for over year is anyone's guess, but it reflects incredibly poorly on Fido. I've never had such an issue on any other website. Do you not want my money, Fido? Because that's how this makes me feel.

Hey there!


Welcome to the community Smiley


I'm sorry to learn you've been having issues updating your credit card.  Did you make sure the name and address on the account matched the info on the card?  Also, it seems that other users were able to update their card through the automated system, did you try doing that?


Keep us posted!

I'm a Participant Level 1

i have also bee n having the same issue updating a credit card.  It is incredibly disappointing to see the same cardboard responses from Fido's reps.  Reading through this thread reveals how canned and insincere the responses are.  There is definitely an issue with the most basic level of functionality in their website, but all we get is a "A problem with our website?  That's strange.  Have you tried not using our website?"

Former Moderator

Hey @44444


Were you able to update your info? 


Keep us posted! 

I'm a Participant Level 1

I am having the same problem (and now is March 2019).


My account page reminds me my card is expiring in 18 days, so I try to update the new expiry date of the renewal card of the same card number (the site does not even ask for card holder's name, just enter the number, exp. date and security code). After confirming "updating payment method" it shows the message of "Oops! We’ve hit a snag. Please check back later" and using the "Try again" button doesn't help.

Moderator (inactive)

Hey @MandP


Welcome to the Community! 


Thank you for reaching out to us with this. Can you tell us if you had a chance to try out some of the troubleshooting steps the OP mentioned? 

Do you also get the same error message when you try it from a different browser? If you try to clear your browser's cache and cookies history, does it give you the same error message? You can check out the steps on how to do this here.


Keep us posted. Smiley 

I'm a Contributor Level 2

The bug is still there (and has been there for years!).

And yes this was with a shiny new never used Edge browser so cookies are not the issue.

At least 3-4-2 worked.