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Problem with Vodafone Wallet

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theoldsilverfox
3: Seeker

I have set up smartpass and wallet on my s4 (not rooted) all was ok untill I had a sim change (the new nfc one), now smartpass will not load and wallet opens with a message saying "Unable to open wallet. you recently swapped your sim card. your new sim may take 15 mins to register. please try again later. error C1075.  That was 6 days ago. since then I have uninstalled the apps reinstalled them, and then out of frustration a factory reset on the phone. nothing works, so i am not going to spend money on that card till its sorted.

I have made 3 calls to customer services, no one in India knows what "Wallet" is. The first one put me through to smartpass who said that its nothing to do with them and i should speak to customer services, so I phoned again and told the person not to put me through to smatpass as its the Vodaphone Wallet department i need, she put me through to smartpass............aghhhaaah. the 3rd call (now been on the phone for 55mins) told me that he would find the answer to my problem, 10mins later he gave me a telephone number for the people to sort out the problem with the app, when I phoned the number, it was Transport for London. Vodaphone are known for there poor IT but there must be someone that knows how to sort this, but i have no idea how to contact them. HELP PLEASE!!!!!

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theoldsilverfox
3: Seeker
Thanks for your thoughts, I have already tried replacing the Sim, I have another contract and the same message keeps appearing with that one as well.
As I explained no one at 191 knows anything about wallet or who to connect you to to get an app problem sorted. It's not on there script and when they put me on hold to speak to there supervisor they come back and connect me with smartpass, and they do not know anything about wallet and tell me to phone 191. And so the endless loop continues.
My advice to any one thinking of getting involved with this service is don't. Wait until PayPal do it, I'm sure they will get it right from the start, and not make you have a sticker on the back of your phone with a different account from the one you already have.

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hrym
17: Community Champion

I wonder if it's something as simple as a faulty SIM?  Can you get another one and try that?   I'm concerned that Customer Service were unaware of the Wallet app, as the number for support on that is 191 (Smartpass has a separate, dedicated team).

 

It may not be the same thing, but I recently found I couldn't update the balance on my Smartpass.  The solution was to log out and log back in again.

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theoldsilverfox
3: Seeker
Thanks for your thoughts, I have already tried replacing the Sim, I have another contract and the same message keeps appearing with that one as well.
As I explained no one at 191 knows anything about wallet or who to connect you to to get an app problem sorted. It's not on there script and when they put me on hold to speak to there supervisor they come back and connect me with smartpass, and they do not know anything about wallet and tell me to phone 191. And so the endless loop continues.
My advice to any one thinking of getting involved with this service is don't. Wait until PayPal do it, I'm sure they will get it right from the start, and not make you have a sticker on the back of your phone with a different account from the one you already have.

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hrym
17: Community Champion

If you've got the NFC SIM, you don't need the tag - the app can use your built-in NFC.  One final thought: you are setting the app up over mobile data, aren't you?  It'll operate on wifi once it's up and running, but the initial set-up won't work that way.  If it's not that, I'm all out of ideas.

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Ellis_VF
Community Manager (Retired)

Hi @theoldsilverfox 

 

Sorry to read that you are experiencing an issue with Vodafone Mobile Wallet. First of all I would advise you to try the solution @hrym   has advised of. If this does not resolve the issue then I have sent you a private message (which can be found here) which asks for some more details. Once we have these we can look into this issue further for you.

 

 

 

 

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theoldsilverfox
3: Seeker

After long conversations with smartpass they inform me that there is no way of using any phone's inbuilt NFC even with the new NFC sim card, to make payments, the only way to use Wallet is with the pre-pay visa card, and have the sticker on the back of it. It is also worth noting that any money paid into that card cannot be removed in cash, the companion card will not work in any cashpoints. Although cashback in a supermarket might work. Vodafone have my card and bank details so they can collect there money each month it seems madness not to be able to use that to charge for NFC payments. The advantage of the paying with the phone is that is closer to my hand than my wallet most of the time, and if the card ever got cloned the most anyone would get away with is the £50 I put on it.

As for setting up the app over 3g, that has already been done, the app won't open at all now, on wi-fi or 3g. I just get the message about waiting 15 mins and the error code. but thanks anyway.

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hrym
17: Community Champion

That's very odd.   I didn't think NFC SIMs were being issue unless you fulfilled all the requirements for compatibility which include (as far as I remember):
Being on Vodafone's updated billing system

Having a device running Vodafone software (ie supplied by Vodafone rather than SIM-free)

Having a device certified as compatible

 

The NFC SIM, in spite of its name, doesn't do the connection bit but contains the secure element necessary to meet the requirements of the card issuers.   If all the above elements are in place, then your phone becomes a virtual card and you can abandon the tag.  My phone isn't fully compatible, so I'm still using the tag, which I simply slip into the phone case.  And, yes, its pre-pay aspect is attractive.

 

I'm not clear, and I don't think any of the explanations you've received get you any further forward, why the Wallet app is stalling and I suspect the next stage would be to get a replecement SIM.  In view of what Smartpass have told you, it might be worth going back to a standard one - though it might be worth asking which bit of the compatibility requirements it is you're not meeting.

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heppie89
4: Newbie

Having the same issue with wallet after getting my NFC sim activated. Any solutions to this?

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theoldsilverfox
3: Seeker

Well another week has passed and although Ellis has put me in touch with the tech people at smartpass this has so far been of little help, they have asked a lot of questions but I still have had no contact with anybody from Wallet. It has been suggested that I might have a faulty Sim card, well the post from heppie89 i think blows that one away. also the fact that my phone is supplied by vodafone but has no branding could be a problem because it's not nfc compliant, well that's rubbish because I swapped phones with my wife for a day and had the same problem with that one as well. Wallet was working and then stopped after the sim change. I believe this problem has nothing to do with my phone, account, or anything else to do with me, it's is a case of faulty code in the wallet app that stops it working with a NFC sim, or possibly any sim change, and until they find it and do an update on the app nothing will change.

However, thanks to an idea from my local vodafone store, I have found the perfect answer to this problem, I walked across the road to my bank and ordered a NFC sticker card that is linked to my debit card and sticks to the back of my phone and it works with my Barclay's app. I'm told a lot of banks do this, and if it's good enough for the Vodafone staff it's good enough for me. :smileywink:

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hrym
17: Community Champion

@heppie89 wrote:

Having the same issue with wallet after getting my NFC sim activated. Any solutions to this?


Does your phone meet the eligibility requirements mentioned in the first paragraph of my post above yours?  If not, it won't work and you'll need to use the tag.

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heppie89
4: Newbie
Yep it's a HTC one M8 supplied directly from vodafone and I'm on the new billing system.
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hrym
17: Community Champion

@heppie89 wrote:
Yep it's a HTC one M8 supplied directly from vodafone and I'm on the new billing system.

As a matter of interest, does it display a Vodafone splash screen when you start it?   I'm not sure whether all phones with Vodafone versions of the OS do that, but all the ones I've had have.

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heppie89
4: Newbie
It does indeed
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hrym
17: Community Champion

That should tick the software compatibility box.   If you're also on the new billing system, that's another tick.   All we need to do now is check the handset compatibility.   There used to be a list, but it seems to have gone awol.


Edited to add: the list is hiding here.   The site search box doesn't throw it up, so I'm not sure how you're supposed to find it.  The HTC doesn't currently appear on the list :smileysad:

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heppie89
4: Newbie

Strange, I'm pretty sure it was on that list when wallet first came out

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hrolive
2: Seeker

I have just tried to open Vodafone Wallet, a notification appeared to tell me to update it in order to fix the bugs. I tried six times to update and all it does it keep taking me back to the home page where it tells me I need to update, it also says that the update is not available in this country or with Vodafone. I give up! Roll on the end of my contract.

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hrym
17: Community Champion

The update should come through Google Play, so you could go in there and see if it offers one.   I think the simplest solution, though,might be to uninstall it and start again.   You'd then get the current version.  It almost sounds as though you have a non-UK version of the app (assuming there is one).   A reinstallation would take care of that, or corruption if that's the problem.

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hrolive
2: Seeker

Done everything you suggested about six times, makes no difference. It keeps teelling me on play store that I can't update Wallet in the UK or on the Vodafone network, go figure!

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ChazzD
Moderator

@hrolive

 

Welcome to the eForum.

 

If you've already tried uninstalling the app and rebooting it and this hasn't resolved the issue, we'll need to have a closer look at what's happening.

 

As we can't access your account via the eForum, please come and speak to us on Live help so we can look into this further for you. 

 

 

 

 

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hrolive
2: Seeker

Thanks for the offer but I've had enough. As soon as my contract is up, I'm leaving Vodafone.

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