Problem of online payment system

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I've not been able to pay my bill online for about 6 months, and that is my preferred method of payment. After I filled in all the information and submitted, it always shows failed by the transmission problem. I tried several times and it doesn't work. Could you tell me why it happened? Thank you.
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Posted 1 year ago

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Paul Deschamps, Mobile Master

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Is the name on the card your trying to use exactly the same as the name on the he account because it has to be the exact same name.
Also are you trying to use the Web based self serve or the app, if you've tried one and not the other try the other and see if you have any issues.. Personally I always use the app and have never had an issue at all.
Thanks for your experience sharing. The name on the card is same to my account. I used Koodo for 7 months, the 1st month I paid through the online system, but from the 2nd month until now, it always shows the same problem of transmission failure. I used the web based self service. I also wondering why I could do the payment online in the first month, but couldn't do it after that.
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Mathieu, Mobile Master

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The billing address of your credit card must also match the address listed on your Koodo account.
Thanks, I already checked the information. The address I left to Koodo is same as my credit card's address.
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Bernard, Official Rep

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Zhi, I'm pretty sure the reason is a mismatch of your postal code in Canada Post's database which we use for address verification. Type your address in here:

You will see, the last 3 characters of your postal code are different there than what we have on our files based on what you gave us. I'm almost certain if you update your address with us and your credit card company's it will work once again.

Out of curiosity, were you aware that your postal code has changed? Or has it always been incorrect in our system?
Bernard, Thanks for your checking. I have already corrected my address per your feedback. I hope it will be OK from next month.
I'm also concern why the address in the system was not as same as the one I left, and I'm pretty sure I didn't change my address before, and I only have this one address until now. Anyway, let's see whether the online payment function is OK for me next month. Thanks again for your support.
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Bernard, Official Rep

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That is the address you have on your original agreement so it there was a mistake, it happened then. But I see the change you made already, so all should be fine now.

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