The first step would be to make sure that your personal information (Full name, address, postal code) is identical to your credit card profile. You can also try with different browsers.
Let the Community know if it helped!
thank you for the reply, i have already tried calling and the operator said id reveive a text message from fido saying exactly what was causing the issue, this hasnt happened and its twice ive been told this. and live chat does not work for prepaid accounts which mine is.