Can't set up pre-authorized payments

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  • Updated 2 months ago
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Hi Koodo community! For some reason I'm unable to pay my current bill with my credit card. I'm unable to set up a pre-authorized payment because Koodo keeps insisting that the billing address for my card does not match the one on file, despite the fact that I've changed the format several times (I live in an apartment and I can see how there would be formatting issues). Even when I choose a one-time payment, there is no place to enter a billing address and all it says is "hmm, it appears something went wrong. Try again later". Feeling pretty frustrated at the moment and would love to hear if anybody else has ideas on how to solve this without having to call them and pay the $10 fee.
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Jenny

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  • Frustrated

Posted 3 months ago

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Goran, Mobile Master

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You won't get charged 10 dollars because of a system glitch or because it's not taking your billing address. Does it match the one on your credit card?

Try clearing cache and using another browser and if it still doesn't work contact Koodo to get it sorted out.
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David, Mobile Master

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You may also be able to make one-time payments through *611 auto attendant.
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Jenny

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Thanks very much for your help David!! I had thought that the billing addresses matched, but it turns out when I registered they had taken down my old billing address and for some reason it wasn't changing online. I will just go in person to pay it at a kiosk and hopefully that will rectify it. Thanks again!
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Jenny

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Thank you for your help Goran! Please see my comment to David about what the problem was. I appreciate you taking the time to answer.
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Goran, Mobile Master

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Glad to hear it's worked out! Don't hesitate to come back again if you have any other questions or problems you need help with.
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Karl, Employee

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Hey there! The name and address on file with the financial institution must match the information on your Koodo account due to PCIDST (Payment Card Industry Data Security Standard) compliance. If you received the error stating the card details didn't match, you'll need to speak with our payment services to have the card authorized to your account. Even if you modify the address details, the card will remaining blocked from being used for fraud prevention reasons.
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Jenny

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Thanks for your answer! 
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Talluhlah Mills

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I just had this problem. For me, it was the way I was adding the apartment number when filling address details. Instead of filling in the Apartment # field, I had to add it to the address field in the following way, "1234-555 Someplace St" and then it worked.

It is a ridiculous user interface problem created by Koodo that I'm sure is causing all sorts of grief for a lot of people. Get it together Koodo!
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David, Mobile Master

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You mean they should use a standardized input plan such as that required by  Canada Post?