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 The charge was supposed to go through last night but it didn't since my old credit card is no longer valid.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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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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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 61
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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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I'm a Participant Level 2 walkerwhiskey
I'm a Participant Level 2

Re: Unable to update credit card ( Prepaid )

I have the same problem updating my credit card with my prepaid account.  I wonder if there is a $10 charge for calling 

1-888-481-FIDO (3436)  to get the issue fixed.

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Former Moderator FidoFrancois
Former Moderator

Re: Unable to update credit card ( Prepaid )

Hey @walkerwhiskey,

 

No charges apply if you do it through our IVR system (611). The steps are included in the solution above. You can update your credit card information by pressing options 3 - 4 and then 2. 

 

Hope this helps, cheers! 



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Message 55 of 61
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I'm a Participant Level 3 will51
I'm a Participant Level 3

Re: Unable to update credit card ( Prepaid )

Reading this thread after failing to update my credit card info.  I am totally blown away by the fact that Fido has refused or been unable to do anything about this really simple issue for YEARS.  In the end I had to call 611 and talk to a rep to get the card info updated.  Magnanimously he said he would cancel the $1 extra phone charge ... we'll see about that.

Fido, this is symptomatic of a failing company. I added enough $$ simply to tide me over while I look for another carrier.  I have had enough of being treated like a 2nd-class customer simply because I wanted the prepaid option.  This is not just for the limited features offered online, but for poorer reception (no extended coverage), no ability to use the Fido app, expensive voice options, terrible data rates unless I buy many more GB than I need, etc, etc.

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Message 56 of 61
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I'm a Participant Level 1 dms2k3
I'm a Participant Level 1

Re: Unable to update credit card ( Prepaid )

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?

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Former Moderator FidoRuth
Former Moderator

Re: Unable to update credit card ( Prepaid )

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.

 

 



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Message 58 of 61
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I'm a Participant Level 2 SummerTwinkle
I'm a Participant Level 2

Re: Unable to update credit card ( Prepaid )

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.

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Re: Unable to update credit card ( Prepaid )

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.



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