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Unable to make credit card payments online


I've tried a number of different cards, called my credit card company, nothing works. Arrrgggh.

Addresses are identical. I've entered the name identical to the credit card. I've tried 3 browsers. I've cleared the caches. Very frustrating.

Is there any other way to make a payment other than through their online self-serve system?

20 replies

Had the same issue a year ago. However, auto-payment gladly accepted my card. Geez. Oh well.
It won't accept mine now (and wouldn't use the one it had already registered for an additional purchase of top-ups). I deleted it to try one more thing and now I can't even make the monthly top ups that had been working for months.
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Did you change your billing address or something on your card that weould make the system not accept it?
I seem to have found some success by doing 3 things. I don't know if one or all of them is the difference:
1. My credit card had my address ending in "RD" vs "ROAD" so I changed it to "RD" on Koodo.
2. My credit card had my address in ALL CAPS, so I entered in on Koodo in ALL CAPS
3. I purchased each booster individually even though the system appears to allow you to purchase multiple boosters at once. This is a ridiculous multi-step process: a/ Choose the Booster, b/Click the Top Up button, c/ Add enough $ to your top up account to purchase the booster, d/ Click "Go Back", e/ Click Purchase Boosters, f/ Click OK to Purchase Boosters. 

Step 3 worked for the first 4 boosters but for the 5th my credit card was rejected. I did this right after the first 4 so I made absolutely no changes to my credit card info at the Koodo end or on my Credit Card. I suspect that multiple purchases for similar amounts from the same vendor in quick succession has caused my credit card company to suspend my card for possible fraud. 

What a frigging mess. I hope I've purchased enough boosters to last me a few years so I don't have to go through this again.
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HelloaI tihnk you could have stopped after step 2 and trying to buy them in a batch. But it is trues when you say that multiple purchases for similar amounts from the same vendor in quick succession has caused my credit card company to suspend my card for possible fraud. 

I suspect that this might be the case as well.
I am having the same problem - topping up is declined with error - "Unable to Process Transaction We are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged". I removed my CC and added a different card - that worked for 1 transaction and then I received the same error. I removed that card and now it won't allow me to add either of my 2 credit cards.
I called my CC and they said there are no declined transactions on my account and the problem must be at Koodo.

I called Koodo support - they're suppose to call me back but that was yesterday...very frustrating - I just want to buy the double boosters before they are gone!
gary wrote:

I am having the same problem - topping up is declined with error - "Unable to Process Transaction...

I finally got a 3rd credit card to work. Make sure you are entering the address EXACTLY as it is in your credit card account. Even things that are acceptable to every other website seen to trip up Koodo like "RD" vs "ROAD". ALL CAPS may matter as well. 

Good luck. 
Userlevel 2
It's sad to see that many many years later customer are still having issues with Koodo's CC processing system.

I went through this hell (as did many others) years ago and ended up having to call in to get them to add the card.  I cringe every time I have to update my credit card info...

Best of luck to all.  But yes, *very* picky arrangement.
Last week, after using Koodo Prepaid for a year and a half, I got this error message when trying to add a total of five boosters for data, talk, and US data, US talk, US texts just prior to a US trip. The credit card has been successfully used for auto topup since forever, as well as for adding talk and data boosters every few months. After re-adding the card and still having the same issue, I thought perhaps the total purchase price was triggering the error message, so I only did the most important four boosters, and that went through, but I am unable to get the last one. After waiting a week it still doesn't work.

Similarly, I just helped someone else set up a Koodo Prepaid account - we successfully set up the SIM card and got his number ported from is previous carrier and setup auto toopup, but were only able to purchase four out of five boosters before getting the error.

Maybe lots of nefarious types are using Koodo Prepaid and the credit card companies are triggering fraud prevention whenever there are large Koodo charges. I guess I'll try calling the CC to see if they have a solution before my next auto-topup charge is scheduled to go through.
j-beda wrote:

Last week, after using Koodo Prepaid for a year and a half, I got this error message when trying ...

I never got around to calling the CC company. I tried adding a booster again a two  or threedays ago and got the same error. This morning I got a texts from Koodo about my auto topup going through, and then a bit later about my base plan being renewed, and now when I went online I was able to add a $30 top up and purchase the desired booster.

At no point have I changed any payment information.

So, my take away message is that one should be prepared for a rejection if the top-up is a large enough amount.

I suppose if I ever had an emergency need to top-up, I could purchase a physical card from a local shop and use that to get money into my account. Maybe not so good if I was out of the country....
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j-beda wrote:

Last week, after using Koodo Prepaid for a year and a half, I got this error message when trying ...

Thanks for coming back to clear things up. Hope it'll help some other people that have the same problem.
j-beda wrote:

Last week, after using Koodo Prepaid for a year and a half, I got this error message when trying ...

I'm trying to add a new phone to my monthly account. It has 0 down payment but the online store still requires a credit card, which I don't have. I'm a satisfied 5 year account holder and have used the tab successfully 2 times.
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j-beda wrote:

Last week, after using Koodo Prepaid for a year and a half, I got this error message when trying ...

You'll have to go into a store. A credit card is required to order online.
j-beda wrote:

Last week, after using Koodo Prepaid for a year and a half, I got this error message when trying ...

It costs 100$ in the store
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j-beda wrote:

Last week, after using Koodo Prepaid for a year and a half, I got this error message when trying ...

Not sure what to tell you. You can try explaining to them that you don't have a credit card and therefore can't order online and they may be able to work something out with you. What phone are you looking at getting?
j-beda wrote:

Last week, after using Koodo Prepaid for a year and a half, I got this error message when trying ...

Maybe getting a pre-paid credit card would be useful. Due to some international travel last year I got a "CIBC Air Canada AC conversion Visa Prepaid Card" from https://acconversion.cibc.com/ - it can be "loaded" with Canadian dollars from your bank account, and then used to spend like a regular credit card online. Mostly it is designed for loading US/Euro/CBP and other currencies to avoid currency conversion fees, but should work fine for your zero-dollar transaction. There are similar pre-paid credit cards available from other sources: http://forums.redflagdeals.com/prepaid-credit-cards-continuously-updated-532830/

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Let us know if they can help with that. Was it the same add-on for both of you or did it seem to be a total dollar amount?
Goran wrote:

Let us know if they can help with that. Was it the same add-on for both of you or did it seem to ...

For both of us we failed at getting all five boosters for CA data, CA talk, and US data, US talk, US texts - I ended up not getting the CA data (since I wasn't completely out of data), while he ended up not getting the US texts (which seemed least important, and his US travel is still a few months out anyway).

As I mentioned above, I was able to push through the CA data today.

It really feels like a total-dollar type of thing, since the top-up system seems to be independent of the selecting-boosters system - one tops up to a certain amount and then uses that credit to select the desired boosters. Maybe I should have tried doing multiple $5 or less top-ups to see what the cut-off might have been.

Next week I'll call my friend and walk him through doing a top-up and purchase of his "missing" US-texts to make sure he knows how to do it himself.

I had the same problem back in Nov (as you can see by my previous post). You have to call Koodo (*611 on your mobile) to talk to support who will dispatch it to Billing who will call you back in a day or two (but they don't work weekends). It's not a problem at the CC side - it's a koodo billing system problem.
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gary wrote:

I had the same problem back in Nov (as you can see by my previous post). You have to call Ko...

A while back when Koodo had a sale on Bonus US boosters, the ordering system was SNAFUed. Buying a second different booster caused the first one you had just bought and paid for to be removed from self-serve. Didn't want to take a chance and then spend hours arguing over $15, so I decided to complete my purchases one at a time over *611 (with success).

Recent purchases were OK in self-serve, but I never exceeded $50 in any one transaction.

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