Unable to update credit card ( Prepaid )

Reply
Highlighted
I'm a Participant Level 3
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 The charge was supposed to go through last night but it didn't since my old credit card is no longer valid.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. 

 

 

 

View solution in context
Flag this to a Moderator
Message 1 of 64
17,070 Views
Highlighted
I'm a Participant Level 3
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.

Flag this to a Moderator
Message 11 of 64
3,970 Views
Highlighted
Moderator
Moderator

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.



Flag this to a Moderator
Message 12 of 64
3,965 Views
Highlighted
I'm a Contributor Level 1
I'm a Contributor Level 1

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?

Flag this to a Moderator
Message 13 of 64
3,907 Views
Highlighted
Moderator
Moderator

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? 



Flag this to a Moderator
Message 14 of 64
3,897 Views
Highlighted
I'm a Contributor Level 1
I'm a Contributor Level 1

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...

Flag this to a Moderator
Message 15 of 64
3,883 Views
Highlighted
Moderator
Moderator

Re: Unable to update credit card ( Prepaid )

 Hey @MCB_52

 

Sorry to see that you are having all that trouble.

 

Were you able to reach the customer service at our opening hours?

 



Flag this to a Moderator
Message 16 of 64
3,242 Views
Highlighted
I'm a Participant Level 1
I'm a Participant Level 1

Re: Unable to update credit card ( Prepaid )

@FidoKenny have you noticed that no one from Fido is actdually answering the question?

 

I too cannot update my creditd card in my prepaid account. Nor can I delete the old one.  (yes, I read http://forums.fido.ca/t5/forums/forumtopicpage/board-id/NonTechnical/thread-id/22492 where that question is not answered either). I get the same error message as everyone else here. I am using the correct login/name/address.

 

This is clearly a software issue. Having to have people phone in to do this is ridiculous- especially since one has to do this during office hours. So now I am stuck, having just arrived in an airport from abroad, with no phone.

 

When is Fido actually going to fix the problem instead of getting people to try different workarounds?

 

Noel

Flag this to a Moderator
Message 17 of 64
3,121 Views
Highlighted
Former Moderator
Former Moderator

Re: Unable to update credit card ( Prepaid )

Hi @noelswanson & welcome to the Community!

 

On our end, we don't have any alerts or confirmation that this is a system issue. That said, I'll send you a PM so we can check out your account.

 

Talk to you soon. Smiley



Flag this to a Moderator
Message 18 of 64
3,119 Views
Highlighted
I'm a Participant Level 1
I'm a Participant Level 1

Re: Unable to update credit card ( Prepaid )

I got the same issue here.

 

I have tried both of Interac and Credit Cards. Both of them didn't work. And I am very sure my card is okay.

 

What can I do?

Flag this to a Moderator
Message 19 of 64
3,000 Views
Highlighted
Moderator
Moderator

Re: Unable to update credit card ( Prepaid )

Hey @KEVINCA! Thanks for posting Smiley

 

For prepaid accounts, the name on your card and billing address must match exactly what we have on file on our end.

 

Do you know if that's the case?

 

 



Flag this to a Moderator
Message 20 of 64
2,993 Views