Wonky prepaid service - can't register credit card.

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I have tried multiple times to register a credit card for prepaid service and the screen always displays "Unable to Process Transaction - We are unable to verify your credit card information, so this transaction could not be completed. Your credit card has not been charged."

I have tried different credit cards. I emailed customer support a week ago but no response. I also called into customer support last weekend, he entered in my credit card numbers but none of them worked (they are all Canadian cards). The support person submitted a ticket but I still haven't been able to register a credit card. I want to take advantage of the promotion for automatic top-ups. Please help.
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Karen Tran

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Posted 4 years ago

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Jorden, Mobile Master

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There isn't a lot we can do on here (we're all customers like you). Have you called back in to check the status of your ticket?
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Sophia, Mobile Master

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Ack Karen, that is strange! I'll flag your post for the Koodo team to look into it, since you haven't heard back from your email and ticket. Hang tight :)
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Karen Tran

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Thanks Sophia. Koodo sent a text Tuesday advertising the promotion about registering a credit card, but it didn't work.
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Sophia, Mobile Master

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The promotion has been active for quite a while, Karen, so I'm sure there is no rush. Still, it's not fair that you haven't heard back at all. As Jorden suggested (I saw his post after I posted) you could call again but your post has also been submitted to the "powers to be" - I guess you'll be hearing back tomorrow :)
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Frank Jaegar

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Have you solved this problem? Im having it too, and its ridiculous!
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Karen Tran

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Just called in again Saturday and service rep said she didn't know what the problem was and couldn't solve it. She also said she couldn't direct my call to someone else with the solution. Useless.
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Frank Jaegar

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Karen, has your issued been resolved? IM suffering as well...
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Ashley

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Hey Karen, in some cases credit cards can fail to register if attempts have been made too many times. This protects the security of your card and your Koodo account. Once we have your account information, we'll do an investigation to find out the cause and work on a fix. Would you mind sending us a secure email to http://koo.do/11eMLdy and select social media and please include your account information. Thanks so much Karen, we'll do our very best to help you out.
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Frank Jaegar

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Im doing what you;re asking and hopefully you fix the same situation i have with Karen.
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Kuangbiao Ma

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I am having the same problem, tried several cards but none of them worked.
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rlalancette

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Why do we have to deal with such a damn clunky website... it is mind boggling.
And it is not like this was not done millions of times online...

I can't even purchase boosters now but my monthly payment works on the same damn card.
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rlalancette

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They need to give us access to a BUG reporting system, on a production system. Friggin ridiculous.
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NoisyBird

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Welcome to Kooko Prepaid, the Klunk Capital of the Celluniverse.  In the last couple of weeks, neither hubby nor I have been able to get payments processed on our BMO Mastercards on Koodo Prepaid.  My card was already registered on my account and had been for years - and monthly top-ups are made from it.  But I got the dreaded "we cannot process" message when I tried to buy some of the bonus boosters last week.  I eventually got around that by deleting the card and registering a different credit card, and then by dialling *611 and having that service menu add money from my newly registered credit card and behold! it worked for me, apparently because my card was indeed registered.  But hubby was trapped.  He was trying to activate a prepaid SIM and new account.  The self-serve site said that his BMO Mastercard card was registered but try to  buy anything with it and it was "we cannot process".  Two forty-five minute talks with customer service followed, over two days.  One call did solve a problem with data reception so hubby could use his phone properly.  But the credit card problem got worse - customer service had him go through the whole SIM activation process again and this time it wouldn't even accept the credit card.  And customer service seemed unable to access anything financial that would get things moving.  Hubby got suggestions to wait 24 hours - the story was the account was "blocked" because hubby had tried several times to process payments on that initial card and Koodo's security systems were assuming he was a kid or a security risk, and trying to protect his card.  He finally had to trek out to buy vouchers.  Then after a 24-hour wait he still could not register the BMO Mastercard. By trial and error he arrived at using a different credit card and a different browser than Firefox, and now things seem to be working.  But be prepared for No Help with this farking issue. 
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Sophia, Mobile Master

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If you have a question, please start a new thread. This one is over 3 year old. Also please use some paragraphs, that was one wall of text to wade through!
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NoisyBird

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Thanks for exemplifying how helpful Koodo can be.  The heading said "Comment", not ask a question.  I commented so the next frustrated user could understand what finally did work.  The previous commenter on this thread was only 2 weeks ago - do please scold him, too, Sophia.  Oh, and what you call a wall of text actually is a paragraph.  And 'year' in your own comment should be pluralized, while your third sentences is actually two separate sentences : in grammar, this is called using a run-on sentence.  Merry Christmas.
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BobTheElectrician

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I'd rather thank newbies to the forum for doing their own research. That's the type of persistence that eventually earns some folks 138,000+ points. Can't be done overnight.

My wish for the new year:  have Koodo actually fix some recurring things rather than just deflect questions and comments to other customers here.

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