Online Payment Not Working

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  • Updated 1 year ago
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I am unable to make a payment online, I inputed my information a few times (ensuring it was correct every time) and all it does is bring me back to the billing page and the amount doesn't seem to be taken. Online payment is he only mode of payment I use.
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Renee T

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Posted 2 years ago

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Paul Deschamps, Mobile Master

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Is the name the exact same as that on the account? If not it has to be so that may be your issue.
If your using the online self serve then try using the app I never have problems using the app for payments.
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Bernard, Official Rep

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@ Renee Are you using the same card as last month? I don't see your payment attempt on our end which suggest to me that it's your credit car issuer that temporarily, for reasons unknown to me that maybe the culprit. Let me know if you continue to have problems. 
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Renee T

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Yes, I am using the same credit card I have been using for months which I used a few hours prior without any issues....
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Kirk Berry

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I have had the same issue for the last week and was expecting the Koodo will cut me off in 24-48 hours message, however I went outside of my phone app and went old school on the basic Koodo website and payment was accepted immediately
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Locky Beckstead

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I have had the same problem today.  I've tried re-inputting my info several times and it is like being on a merry-go-round.  It will not process my payment.  Please fix!
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Ranjan, Official Rep

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Thanks for reporting. I've shard this with the team looking into the issue to let them know it still exists. If you're able to share any more info. by elaborating on specific steps or providing screen grabs of what you're seeing, that would be helpful as well. 
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Christine Pétrin

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same for me. I have been trying to pay online and it doesn't work. I've been doing it for the past 2 years without a problem...


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Bernard, Official Rep

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Looking at your account it doesn't look like you got to the step of submitting payment on you Visa. Was there an error message you received by any chance? I would recommend you dial #123 and press 3 for payment if you continue to have an issue Christine. The phone option is also automated and just as easy. 
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Marc Light

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It's not working for me either.  When a make the payment, I don't get any errors, it just brings me back to the payment first step where I have to input my info again.  Endless loop.
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Joy Foster

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exactly!
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Paul Murata

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Yup. same here.
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Doug Jackart

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Same for me on this November bill.
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Bernard, Official Rep

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I see you reported a payment via the automated phone process Doug but no payment was actually made. Are you saying you are having an issue online? 
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Doug Jackart

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Yes my issue is this. Using the alternative #123 , I made my payment of $52.36 and received a reference #4846 for the payment. But no follow up receipt via email was received!
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Roy Janke

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I am having the exact same issue.  As soon as I complete the second step of entering my card info and try to proceed, it brings me back to step one.  I am entering my name and card as I always do.
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Roy Janke

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Well, this is interesting.  While I can access parts of the site, and there is no indication of a problem (other than the inability to complete a payment transaction past step 2), when I tried to bring up My Profile from the Self Serve menu, the following message appears:
However, if I hadn't gone to that menu option, I probably would never have seen it.
(Edited)
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Bernard, Official Rep

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Folks, let us look into this. In the meantime could you try calling our automated phone self serve (611) and see if payment goes through that way? Appreciate all of your patience while we try to figure things out.
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Roy Janke

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Thanks Bernard!  If anyone is wondering, you can also use the toll free number:

Dial 1-866-99-KOODO (1-866-995-6636).

I was able to successfully pay my account just now.  I would have tried that sooner, but the Contact Us page made it appear that payments were not able to be made over the phone - I assume it means that a Customer Service agent is not able to take payments, but the automated part of the phone system can.
(Edited)
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Bernard, Official Rep

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Thanks for the update Roy! The 'Contact Us' page references that our reps can't take the payment any more. The automated system works. But I can see how it may be misinterpreted.
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Roy Janke

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Thanks for the clarification Bernard.  It all worked out in the end, so I'm happy.
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Ken

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I was having the same problem for the past 3 days, just kept looping back.  Just tried paying through the Koodo app on my phone and it accepted it no problem. Hope this helps
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Seb Qui

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I've got the same problem, after entering my info in step 2 it just brings me back to step 1. Nothing has changed on my end, same payment method i use every month, same card, everything is the same, each month for the last 4-5 years.
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Bernard, Official Rep

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Seb, Roy is correct. Payment is automated. You won't have to speak to anyone. That said there is also a Koodo shop about a kilometer from your billing address. You can certainly make a payment there too.
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Seb Qui

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Ok, will try that option, thanks guys
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Marc Light

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I just tried this morning and it's working for me.
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Karen Hopkins

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I have tried numerous times yesterday and just now again @ 12:15 p.m. and I still cannot do an on line payment using the same credit card I have used for all other payments "transaction did not go through enter your info again or use alternate method of payment"
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Bernard, Official Rep

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Karen, can you pls try #123 from your phone and press 3 for payments. Let me know if that worked.
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Ranjan, Official Rep

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Hi all - as of yesterday afternoon the issue with online payments should be resolved. If you haven't found an alternate method already, please try processing your payment online again and let us know if you're still experiencing any issues. If you do encounter problems, please share as much info. as you can.
Thanks for your help, and patience.
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Bernard, Official Rep

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Trust me JD it is high priority. What we do now know that the payment clearing house https://www.globalpaymentsinc.com/en/canada seems to be at the center of it, not our payment systems. Thanks for your understanding!
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Melissa Proulx

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Still not working. Frustrating...
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Bernard, Official Rep

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Melissa, pls use our app to make a payment for this month or dial #123 from your phone and pick option 3.  It looks like select customers with certain Mastercard are being declined when they shouldn't. We have reached out to Mastercard to fix the issue and hoping they will fix things very soon. 
(Edited)
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Melissa Proulx

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I tried updating my credit card info for the automatic payment as i change card and its not working either
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Bernard, Official Rep

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Do you mean that your m/c ending 0803 should no longer be the one on our file? You tried to update to a new card and errored out? What was the error message?
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Marc Dumoulin

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I've been trying to make a payment for more than a week now. Tried different cards different browsers and at first it would just go back to the beginning page. Now it tells me to use a different method of payment. I also notice that the bill sais it will withdraw the funds from my card after 15 days. As of now the billing date was the 27th and has yet to withdraw the payment.
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Bernard, Official Rep

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@ Marc Your payment comes out on the 7th of every month. I will look to see if it goes through.
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Marc Dumoulin

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It's now the 14th and my payment has yet to be taken out of my credit card.
It states that it would take an automatic payment 15 days after my bill date which was the 27th this makes 18 days now. Perhaps you should figure out what's wrong with the payment method.
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Melissa, Employee

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Hey Marc! You're right, the payment should have already processed since it's more than 15 days after your billing cycle date.  I'll keep a close eye on your account and follow up with you tomorrow to see if it went through today.  Thank you! - Melissa 
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Melissa, Employee

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Hey Marc! Confirming that your payment went through yesterday :)! 
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Marc Dumoulin

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That's good Thanks!

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