Problems changing Pre Authorized Payment Information in Self Serve

  • 2
  • Question
  • Updated 2 years ago
  • Answered
 I recently got a new credit card, and went into the Self Serve area to change my pre authorized payment information. I made sure that my mailing address matched that of my credit card, and also ensured that my card was activated properly (I recently changed my pre authorized payment method with my internet provider, and everything processed fine). When I inputted the new credit card information, I received the following message: UNABLE TO PROCESS REQUEST AT THIS TIME: ERROR 20. I tried this multiple times over the past couple days, and keep getting the same error message. I also tried looking up this error message but couldn't find what it means. I know that it costs $10.00 for changing anything via a service rep or *611 that could be done on Self Serve, so I was just wondering if anyone could help me out as to what I might be able to do to change my pre authorized payment without having to call in. I just want to make sure that my monthly charge will be paid on time and I don't get a late fee. Thank you!
Photo of SamShaw


  • 80 Points 75 badge 2x thumb

Posted 2 years ago

  • 2
Photo of BobTheElectrician


  • 67,672 Points 50k badge 2x thumb
If you call in and mention the error you experienced and documented here, there should be no charge since it's obvious you tried but couldn't do it, thru no fault of your own.
Photo of Melissa

Melissa, Employee

  • 11,748 Points 10k badge 2x thumb
Hey Sam! Indeed, we will never charge you customer service fees for help over the phone for something that doesn't work on self-serve.  To avoid any fraudulent activity, we don't mention the reason why your credit card doesn't work online.. but give us a call and we will get this sorted out for you :)!