credit card not accepted for top ups

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  • Updated 2 years ago
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the credit card that is used for automatic top ups was not accepted when I wanted to make a one time payment to my account in order to add a booster.  I tried with three valid cards and was told that the bank refused my card.  How to I remedy this.  The cards are all valid.
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janefer

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Posted 2 years ago

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Chadwick, Mobile Master

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The card you use, must have a matching last name and address to the one that is on the Koodo account. The actual main account holders last name and address with Koodo has to match 100% the same as the banks.
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janefer

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The message that I get says :Unable to Process Transaction Your credit card transaction was denied by your card issuer, so this purchase could not be completed. Your credit card has not been charged. Contact your card issuer for more information."  But it is the same card that has been used for automatic top ups and was used a few hours ago with no problem
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Chadwick, Mobile Master

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Was it used a few hours ago with Koodo? If not unfortunately it's irrelevant as Koodo has updated their security when it comes to processing via credit card so some things are new. But the address and last name have to match both at the bank(credit card issuer) and with your file at Koodo. Or it won't work.
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janefer

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no.  it was used in a store.  But it was used a week ago for an automatic top up on koodo.  and the name and address is the same at the bank and at koodo.  there has been NO CHANGE since Koodo accepted it last week for the top up.  I am almost out of data and need to add a booster.  How do I do that if they won't accept my card.   And what will happen in three weeks when my account comes due?
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Bernard, Official Rep

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@ Janefer Make sure the name and address on the credit cards are matching your account in for (name & address).
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janefer

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It did.  And it is the same credit card that has been used for the last 6 months to automatically top up the account. 
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janefer

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how do you do that?  don't they charge a fee if you call for help?  If I call 611, do I give them my credit card number via the phone to add money to my account and then buy a booster?  .  what happens in 3 weeks when my automatic top up is due?
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Bernard, Official Rep

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It's an automated line. It's easy just dial it on your phone. Is your top up set up to be pre-authorized?
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Ixix Lxwx

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I called in and as of Monday, Aug 1, at 1800, Koodo's system was having issues accepting any credit cards. The answer was "we're working frantically on it, please wait it out!"
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BobTheElectrician

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Temporary solution: buy a prepaid voucher. Your credit card will probably work just fine to pay for it in a most regular retail stores.

https://www.koodomobile.com/prepaid-vouchers
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Bernard, Official Rep

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@ Ixix, was it a rep who told you that? There was no issues. I paid my on bill this weekend.
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Daniel Lapointe

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I have the same problem, must be a system error, hope they work this out quick I need to add data. My auto monthly top up work.
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Daniel

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I've just had the same issue, both while trying to top up my account funds for today, and I even tried to add the card again but it results in the same error. Today is my prepaid account renewal day, so I hope this is fixed asap!

I called my bank and there is no record of any communication attempt by Koodo to my account (via my Visa Debit card), so it's 100% a Koodo online issue.
(Edited)
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Francois Bakvis

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Même chose pour moi. Svp réglé vos problème de transaction koodo.
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Steve Potts

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Same here - BMO MasterCard says everything is fine - Koodo admits they are having issues, go get a voucher for now, thanks!  Are all banks having the same problem, or just BMO?
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Daniel

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I'm with Scotiabank and having issues, and everything is fine at Scotiabank's end.
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Daniel Lapointe

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It's koodo issue not your bank, I'm with desjardins the only fix to this situation is to buy a voucher, hope they fix this ASAP
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Levis, Employee

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There's indeed a confirmed issue with the prepaid payment system at the moment. We are looking into it.
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janefer

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thanks everyone.  It finally worked this morning.  Must have been a problem with Koodo and not my cards.
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Levis, Employee

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Just received the confirmation that the issue was now resolved.
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Daniel

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Yep, she's working now. Cheers!

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