Pay as you go services

[EYW0077]

Hi dear vodafone IT support, I have been trying to top up in the last two day, but i always get the message saying:

"

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."

I have tried my VISA credit card, and VISA debit card, neither of this can go through.

Please kindly help here. 

[DaveCD]

Hi jpelling and EYW0077

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

I am sorry you feel this way and understand the frustration this has caused you, there is no known issue with Visa payments as the majority of customers TopUp without difficulty however as you can see from this thread a small number of customers do experience difficulties and that is why we are here.

So I can assist you further please follow the Private Message I have sent to each of you and 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

[EYW0077]

Hi dear IT support,

I have followed your instructions in PM box and fill in the ofrm yesterday, but I haven't heard from you since.

[EYW0077]

it is reallly frustrating...I can not receive or send any texts, can not make any call.........Somebody can help here??

[zilvis_]

Hi dear tech-support,

I have encountered the identical problem, my visa debit does not work (same error), and switching to electron does not help.

In the nearest future I will be traveling outside the UK, thus online top-up will be the only way to do it (right?, if not, tell me how else I can do it outside the UK), and therefore it is essential that this problem would be fixed as soon as possible.

Regards,

-z

[Dave]

Hi guys,

EYW0007 - I can see that Cate has replied to your email yesterday, so if you can reply to that email we'll be able to look into tis for you.

-----------------------------------------------

zilvis_ - I'll pop you a PM so we can sort this.

Dave

[EYW0077]

Thanks, Dave, I have called customer service before I read the email and I was told that the online top up system went wrong,  and the only thing that I could do was to wait till it was fixed.

Besides, I have filled the forms a few days ago, now the IT helpers in the email asked me to fill the form AGAIN!!! They can't reach me because I am out of UK and out of credits, plus I can't top up online!!! This isn't helpful.

[Carl1412]

Having this problem too. Tried changing to Visa Electron, still didn't work. Very annoying. Keep having to borrow my girlfrien's card. Hers is a VISA which works fine, weirdly.

[Lee]

Hey guys,

Thanks for your posts.

@ EYW0077 - If you could reply to Cate's email one of the team will be with you as soon as they can.

@ Carl1412 - If you'd like us to help with this then 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

[achiave712]

Hi I also have the problem that when wanting to top up online it says my card number is incorrect. I am currently in Germany and cannot purchase a vodafone voucher etc. Please help ASAP!!

[DaveCD]

Hi achiave712

Thank you for your post and I am sorry that this has caused you frustration.

I have sent you a PM and and once we have your reply 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

[pr39]

hi,

i thought id also say im having exactly the same issue and have tried two different cards. looking at how long this thread has been going you would expect that this issue would have been rectified by now. this is the first time ive used vodafone and must say im very unimpressed that a telecommunications and technology company is having such simple technical issues. can anyone rectify what should be a simple 5 pound topup that ive been trying to do for the past hour but no success.

[Wayne]

Hi pr39

Thanks for your post here. I’m sorry to hear that you are having problems with this. I appreciate how frustrating this must be for you.

So that we can look into this for you I’m going to send you a private message with all the information you’ll need to contact us directly.

You can find your PM inbox here

Thanks

Wayne

[iwc2000]

Hi,

You can add me to the long list of people who have this problem.  I have carefully and repeatedly checked my details and still get told (wrongly) that my card number doesn't match its type.

By the way - another problem with your system: I have a hyphen in your surname which you refuse to accept, telling me I have an invalid character in my name!  I have resolved this problem by omitting the hyphen but I have never had this issue when paying on any other site.

As others have commented, pretty extraordinary that a technology company cannot get its payment system to work properly...

If you can help remedy this then great.

[punupup]

Please send me an email as well as it keeps saying The card type you've selected doesn't match with card number

[nataliec]

Hi,

Like everyone else on this thread I'm also having problems with the online topup.  I've tried several times to topup with my visa debit card over the past few days, but I keep getting the error message every time

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.

I've also tried a different card, but still get the same message.  Can you please help with this?

[Konstantin_K]

Count me in. Exactly the same problem. Tried twice in different browsers, was charged twice, one transaction was returned, the other wasn't. So no money on the bank account and no money on the phone account. Very frustrating.

[Simon]

Hi All

Thanks for your posts and replies. Just to confirm, are you all experiencing payment errors topping up for PAYG or is there anybody experiencing the same with a Pay Monthly account trying to pay their bill online? This will help us in identifying where any particular website errors may lie.

I've also sent a PM to each of your inboxes. You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Thanks

Simon

[iwc2000]

I have only experienced this problme with PAYG but I haven't tried this with a Pay Monthly card.

The PM that I was sent includes this gem, "We are aware of an intermittent fault with the ‘Contact Us’ form, which may result in you completing it twice. We are working on a fix and apologise for the inconvenience."

Seems Vodafone needs a new IT department...

[Dooffy]

Same problem: -Have a Visa debit card. -Try to top up using visa debit type in conjunction with card number. -Doesn't work. -Try all other card types. -Doesn't work. -Says card number wrong for card type. -After a while changes to "There's been a problem completing your TopUp with the details you've given us. Please 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." -I contemplate the cost of buying a new phone that I don't have to use with Vodafone. Could you please send me one of those magic problem-resolving PMs so I can stop this phone being a nuisance to me and my friends as soon as possible? Cheers.