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 The charge was supposed to go through last night but it didn't since my old credit card is no longer valid.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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Former Moderator FidoPamela
Former Moderator

Re: Unable to update credit card ( Prepaid )

Hey @44444

 

Were you able to update your info? 

 

Keep us posted! 



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Message 46 of 53
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I'm a Participant Level 1 MandP
I'm a Participant Level 1

Re: Unable to update credit card ( Prepaid )

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.

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Message 47 of 53
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Moderator
Moderator

Re: Unable to update credit card ( Prepaid )

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 clear your browser's cache and cookie 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 



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Message 48 of 53
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I'm a Contributor Level 2 ac131241
I'm a Contributor Level 2

Re: Unable to update credit card ( Prepaid )

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.

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Message 49 of 53
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I'm a Participant Level 2 Kazinsky
I'm a Participant Level 2

Re: Unable to update credit card ( Prepaid )

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

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Message 50 of 53
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Moderator
Moderator

Re: Unable to update credit card ( Prepaid )

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!



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Message 51 of 53
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I'm a Participant Level 2 Kazinsky
I'm a Participant Level 2

Re: Unable to update credit card ( Prepaid )

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?

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Message 52 of 53
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Moderator
Moderator

Re: Unable to update credit card ( Prepaid )

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

 

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

 

Let us know.



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