Paying using Credit Card via Koodo Application now failing with "Error - Unable to process your request"

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Phone is HTC One M8.  I have successfully paid my bill for many months using the Koodo Application on my phone.  In the last 2 months, using my same valid credit card as before, every attempt to pay my bill using the App has failed with "Error - We're unable to process your request.  Please verify the information and try again".    This is extremely frustrating - please help!!!
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Posted 2 years ago

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Sophia, Mobile Master

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Hmm strange... Is the card preregistered or do you enter it manually every time? Did you recently have a change of address perhaps?
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Thx for reply.  Card is not registered due to my mistrust of telcos (thanks to Bell & Rogers, not Koodo - so far my experience with Koodo has been good). I enter the card info every time.  Nothing has changed at all in my status or the credit card since it last worked.
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Sorry, clarification:  The credit card is registered, which it must be in order to make a payment using it, at all.  What I meant was, I do not do pre-authorized payment because I want to review my bill before paying it.
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Can understand why you don't want any supplier to have your credit card info.

You can accomplish the same thing by using on-line banking and sending a recurrent payment with a calendar reminder. Once you've checked the bill, set the amount and the supplier never needs to know your payment info.
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Chadwick, Mobile Master

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The address on the credit card must match what is on file with Koodo. The surname and address must be 100% matching. KOODO recently made changes to their payment system making it harder for people to fraud the company.
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Chad Burr, Mobile Master

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Instead of trying to pay through the app, have you tried paying online via selfserve?
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Bernard, Official Rep

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We did get your payment Marciano. Would you pls share if you ended up paying via the website or the app? Would like to look into what the issue may be. Thanks!
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Yes for the last 2 months I paid my bill via the website. I would like to have the convenience of being able to pay via the app again if possible. Thanks for your reply
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Melissa, Employee

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Can you try seeing if there is any update available for the Koodo app? If not, try deleting the app & reinstalling it. We currently do not have any known issues with the app when it comes to payments. Did the expiry date change? Keep us posted :)! 

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