Can't process Visa Debit payments

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  • Question
  • Updated 2 years ago
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Archived and Closed

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I've been trying to top up my account with my (pre-registred) Visa Debit a couple of times and I always get the error message that it is unable to process, both via the self serve website and calling 611.
There is no issue with the card at all and it works fine in every other situation. Also automatic top-ups with the same card work fine, it's just when I manually try to add something to my account that it doesn't process. Checking with my bank revealed that the request to for the payment doesn't even reach their systems.

I've been reading a lot about people having problems with Visa debit cards and Koodo. Come on guys, it can't be that hard to figure that stuff out or add some other options for payment like Paypal or Interac to the self serve website
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Joeri Geentjens

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Posted 3 years ago

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Tayeb A, Employee

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Hey Joeri,

Which browser are you using? Our new website is optimized for the following browsers: Chrome, Firefox, Internet Explorer & Safari. If you happen you experience difficulties or if you see an error message, we recommend clearing the cache/cookies then give it another try.

Please click here: to see some of the reasons why a Visa Debit card will not work.

Feel free to suggest new payment methods on the "Idea" section of our community. All submitted ideas are reviewed by our team.

Thank you!

If you see a good answer, give it a star.
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Tanvir A.

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I've been having the same problem as well. I double checked and updated my information and still the payment won process. Please add a PayPal option. It would make this much easier
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Melissa, Employee

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Hey there Tanvir!  Do you have a postpaid or a prepaid service?  What error message are you getting?  Let us know!
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Tanvir A.

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It just tells me it can't process payment. Please verify information and try again. I use this card EVERYWHERE and have no problems. Ive talked with someome over the phone to check my account information as well and it all matches.
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  • 60 Points
Pre-paid plan isn't working for visa debit for me neither, yet there is nothing wrong on my bank accounts end. So I left my credit card number on the account, only to then have it fail and say it couldn't process that card either. Fortunately have a another card that did work. This has been a very unpleasant experience.
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Joeri Geentjens

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Tried with both Firefox and Safari (fully updated), as well as trying with my phone (browser and calling 611)
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Forget the browser issues. Seems the only reliable card for prepaid is a credit card. Kind of silly that you must have a card where someone will give you credit to pay someone who won't, even if you have cash in the bank.

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