Sorry. We couldn't complete your top up at the moment.

[Dejaibe]

When trying to use the My Vodafone app on my phone, my wife's, or my daughter's (all managed by me), when I go to the top up page and try to add a card, I get:

Sorry. We couldn't complete your top up at the moment. Please try again later.

I'm trying to set up auto-pay.

Oddly, I did set up auto pay on my wife's phone last week ok, but the app is showing no cards under Manage My Cards. When I initally set it up, I added the payment card on the website (which doiesn't have an auto-pay setup), but it didn't show in the app, I had to add the same card in the app again to activate auto-pay. Is this expected behaviour?

I tried setting up my phone at the same time, but for the "Sorry. We couldn't complete your top up at the moment.", hence waiting until now.

Any help appreciated as to why I can't add a payment card in the app currently!

[AnnS]

Hi @Dejaibe 

There is a maximum amount you are able to top up during a 30 day period using the same card, if this is what is happening it could well be the bank declining payment.  Try registering the other numbers using alternative card details and see it that works.  You can also try calling 18829 from the mobile you need to register.

For further clarification live chat are there to help.   You can also speak to the Social Team through Twitter/Facebook channels here: Contact Us 

[Dejaibe]

It's not allowing me to even enter the card details.

• Tap Manage payment cards
• No cards are listed
• Tap Add a new payment card
• Vestapay form appears then immediately is replaced with black page: "Sorry. We couldn't complete your top up at the moment."

In the case of my daughter's account, it only has the initial £10 set up from a voucher on purchase, converted to a bundle. It's never seen a card.

Also, why doesn't the card added to my wife's account on the website show under payment cards in the app?

[Beth]

@Dejaibe Are you able to log into your online account to process a payment? If you're having issues with this, please contact the Social Media team using the link @AnnS provided above.

We're unable to discuss account specifics over the forum, and it sounds like we need to ensure that your online account and app is set up correctly. You could always try resetting the app to see if this helps. To do this, please load the app, go to Settings > App > Reset the app > Reset

[Dejaibe]

Yes, I have successfully logged onto my account on the website ok. I have topped up my credit via the website and it shows the credit on my phone in the app.

I have just reset the settings, and logged in with my phone number (wifi off). It shows my account fine, with credit present, but still says "Sorry. We couldn't complete your top up at the moment" when I try to add a payment card.

[Dejaibe]

Something is currently messed up. I can't remove the one off payment card details on two of the accounts, unconnected from each other.

Sorry, there seems to be a problem

We're working hard to fix the issue, so please try again later.: 500, FMW_0_0001 - [Error ref 1w0]

Given this and the problem with adding a new card in the app for three different accounts, I guess they've got card management problems.

I'ver spent ages on an online chat with a chap who got me to call the number to manage cards, but that just sent me in a menu loop trying to connect me to the card management. When I pressed the option for a live person, it all seemed to be going well with adding my card for auto top-up until (against my instructions) I was immediately debited £10 for a top up, and told they couldn't add an auto top-up. They couldn't help with the app not even getting to the point of adding a new card (preventing trying different cards), so I suspect it's all connected.

I'll try again at a later date, but at the moment I might be stuck with manually topping up three different accounts every month.

[WelshPaul]

I had similar issues to you and my wife and kids have ported out of Vodafone as a result. I'm still with Vodafone and  still get issues topping up with a debit or credit card (tried several, all with different banks). It really is a 50/50 success rate with Vodafone. I now use an app called Xoom to reload my phone (owned by PayPal) and it works every time.

[Dejaibe]

Glad it's not just me, even though it's three different accounts that it's happening to me on.

I've just moved to Vodafone as they're the only ones I can get a signal with in my house, and I've not been able to get fibre yet. I've stuck with PAYG for the moment, as the sim only plans are horribly expensive unless I want to sign up for 24 months... My experience so far isn't persuading me to do so!!

At this rate, once I manage to get fibre, I'll port off again and use wifi calling or similar. A pity, because otherwise I'm happy with Vodafone. Ironic that my troubles are related to paying them!

[WelshPaul]

Yea Vodafone's pay monthly offerings are poor! I was a pay monthly user for years with three but I got fed up of annual price rises and minimum terms so switched to pay go. I tested all of them and Vodafone gave the fastest speeds and so I'm here. I load my phone with a year's worth of top-up in one go and so once I load my phone I can forget about bills or top ups for a year. Suits me!