Pay as you go services

[FredMTP]

Hi,

I'm trying to top-up a mobile PAYG belonging to one of our kids using my Visa (UK registered, UK bank) debit card but keep getting the message that 'card details do not match'. I know these are correct as I've used the card topay for other on-line services many mes before. Is there a problem with the system?

thanks,

fred

[Dave]

Hi FredMTP, welcome to the eForum!

There aren't any issues that I am aware of at this end, however that doesn't mean that therehaven't been any, either here or with the card issuer.

So that we can take a look and see what's happening, I'll pop you an email to get your details. If you can reply back with as much information as possible, such as step by step what you're clicking and when the error happens, that should help us to identify what the cause is.

One possible reason is card renewal - have you received a new card at ay time recently? If so, the details may differ from those you have registered and you'd need to update them.

In the meantime, there are other ways you can top up a Vodafone account - and don't forget the fabulous Freebees offers to boost the value of the top-up even more.

Dave

eForum Team

[blues]

I've had the same problem for weeks in trying to buy Top Up credit online for two different Vodafone phones which each have a separate account. Both use registered cards that have worked in the past, but since my registered Visa Debit cards expired and I was given a new ones I've not been able to buy credit. Verify by visa screen is fine, but next screen say payment cannot be taken at the time, please try later, this has gone one for weeks and I've ended up purchasing credit via a cash ATM.

I've tried to register the card again but get the error "customer details cannot be retreived"

Please can you suggest how I resolve this, I need to be able to buy Top Up credit on line as and when I need to otherwise this isn't workable for me on an ongoing basis.

Any help greatly appreciated.

Blues

[BenJ]

Hi blues

Welcome to the eForum!  I'm really pleased you have found us


Hmm it sounds like we may need to register this new card for you.

Have you spoken to our customer services at all about this issue?

I have sent you an email so we can resolve this for you, if you could reply back and  we will be in touch

Thanks

BenJ
eForum Team

[npisu]

Hi,
I have exactly the same problem experienced by Fred: 'card details do not match'. This only happens with Vodafone..
Please help. Thanks

Nick

[James]

Hi npisu,

So we can look into this further for you I have sent you a quick email, please reply with your details and one of the team will pick this up as soon as possible.

James

[oli1212]

same here 

[James]

Hi oli1212,

An email is on its way to you now, please reply with your details and we can take a look at this for you.

James

[Sky653]

I have had the same problem for a couple days now. I played around with it and selected VISA ELECTRON instead of VISA and the payment was successfully. I never heard of VISA ELECTRON before. I have a VISA Debit card so i selected the VISA for card type but turns out its actually VISA ELECTRON .

Anyways I hope this helps

[schadfield]

It is stunning how none of the "TechTeam" have been made aware of this problem inconveniencing so many of their users for so many months  - and the simple workaround of choosing "Visa Electron" when you actually have a "Visa Debit" card.

Will the person responsible for maintaining Vodafone's web site ever implement a proper fix? I doubt it, somehow.

In my opinion Vodafone's management should immediately sack the management team responsible for implementing their web services and employ someone who knows what they are doing...

[berl]

Yes, I am also yet another unhappy vodafone customer (well, I'm attempting to become a customer if you would just take my money already). 

CAn someone please contact me to explain why vodafone's website wont accept a Nationwide visa debit card - it doesnt accept it at all under visa. When I choose visa electron, it accepts all the details, appears to be okay with it - and then keeps saying:

Sorry - some of the details we need from you are either incorrect or missing. 
Please check them and try again.

• A temporary error has prevented us from topping up your card. Please accept our apologies for any inconvenience this has caused. We hope to resolve this problem very soon, so please try again later.

I have other credit cards but they are all from foreign banks. How ridiculous that you would accept a foreign card in your stores, but not online (but that's another complaint altogether)

[berl]

Added to my post above - I see the money has been partly deducted from the bank account, as that has been reduced 3 times for each attempted transaction. Yet still no credit on the phone.

[edoobs]

I am having the same problem. I am trying to top up with a Santander bank Visa Debit card. I keep getting the following message:

Sorry - some of the details we need from you are either incorrect or missing.
Please check them and try again.

• Unfortunately we are unable to process your request because of a temporary problem with our online service. We apologize for the inconvenience this has caused you. Please try again later.

Can someone please help!!!  

[Gordon7000]

I have a similar problem when I try to top up online with my Santander debit card. Error message says  my card details do not match card type.

Problem resolved! Apparently, I had not registered my new debit card with Vodafone. It's working OK now that the card has been registered for online top ups.

[Lee]

Hi there edoobs,

Thanks for your post.

Tell me; is the card new? Is it registered to your online account? 

I can see Gordon7000 had a similar problem and has posted what fixed it for him!

If the card is registered then we'll need to step in to help. I've sent you a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

Cheers,

Lee

[blacklabel83]

Im experiencing the same problem

[Adi7]

Same problem here, aswell.

[Lee]

Hi guys,

Thanks for your posts.

I  could really do with more information, such as whether the cards you are trying to use are already registered or not.

What error messages do you see when attempting to top up? Is the card UK registered?

I've sent you both a PM which can be accessed here. If you could follow the instructions in the PM and send us your details one of the team will be with you as soon as they can.

Cheers,

Lee

[JafeJade]

Hi, I have been trying to buy a freedom freebie using my Maestro debit card, but it keeps saying that it does not except my card but does except maestro,  I know I have enough money in my bank account, I tried to register my card online, but it needs a issue number, which my card does not have, please help, Thanks

[DaveCD]

Hi JafeJade

Thank you for your post and a very warm welcome to the eForum.

As long as the details are correct and the card is UK registered this can be added to your account, so we can attempt this for you and replicate any errors please follow the Private Message I have sent to you, once we have your response either myself or one of the team will be in touch as soon as we can.

You can find your PM inbox here.

Many Thanks

DaveCD

eForum Team