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 The charge was supposed to go through last night but it didn't since my old credit card is no longer valid.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 61
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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 61
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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 61
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Moderator (inactive) FidoFaiza
Moderator (inactive)

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 61
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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 61
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Moderator
Moderator
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 61
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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 61
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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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Moderator
Moderator

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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