Pre-paid Self Serve - Can't Top Up

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  • Question
  • Updated 9 months ago
Every month I pay top-up with the same credit card. This month I am repeatedly trying to do so and get the following message "Unable to Process TransactionWe are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged.". I have successfully used this card in the past and nothing has changed with my card for financial institution. I called into the phone number and automated service didn't work. I deleted card and reset it up just in case making sure billing and address is the same. Nothing worked. I just need to pay my top up and need to use this card.
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Karina Hamman

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Posted 9 months ago

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Robert, Mobile Master

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Hello Karina,
I have successfully used this card in the past
Was it with Koodo?
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Karina Hamman

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I have paid my phone bill for 9 months through self serve with this exact card and never had a problem
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Dennis, Mobile Master

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You will need to call koodo to get your card registered for use again.  It's probably something in security system that tripped and flagged your card
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David, Mobile Master

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You could purchase a top-up at a local merchant and apply that to your account, if your credit card is not working and time is of the essence.
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Karina Hamman

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Did top up for now. What is the customer service number to re-register a card? The other number I found does not offer that as an option from the computer nor a way to discuss with a person.
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David, Mobile Master

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*611 from your phone.
Or use any of the options in the 'Contact Us' section at the page bottom.