Why can’t I update payment details?

[kaijb]

I’ve switched banks and therefore have a new bank account and card. I’ve switch all my other direct debits over and my Vodafone bill is the last one left.

I thought it would be a simple matter to resolve but no. I’ve been trying for a week now both in the iOS app and also the website. Each time I’ve tried to do it I always get this message

“We are having trouble verifying your details. Please check the details and try again. If the issue persists, please contact us.”

So frustrating. I’ve tried to Google an answer and no luck. And everything I find on the Vodafone forums tells me to go to the online “Tobi “ chat. But no matter how I wore my question and no matter what answers I give it always just gives me the instructions of how to update my payment method…which I already know how to do but it won’t let me.

I’ve tried it on the app as well as on the website. And have tried multiple bank accounts but nothing works. 

Can anyone help me at all?

[BandOfBrothers]

Unfortunately Account access isn't available via the forum so I'd suggest to persevere with 191 or use Live Chat.

The Vodafone Social Media Teams via Facebook Messenger or Twitter DM also have Account Access too > Contact-us-for-account-specific-queries. 

If you use the Social Media Teams then link back to your thread here including your username so your not having to repeat yourself @kaijb 

[AnnS]

If you used the banks switching procedure @kaijb , you shouldn't need to do anything and the bank should transfer all direct debits to your new account, this a guarantee offered by the banks and the bank is liable for any mistakes.  It would be worth contacting your bank, they should be able to locate the information with your previous bank and get the Vodafone direct debit information moved to your new account.

To avoid a late payment, it may be necessary to pay the following payments using an alternative payment method by following this link How do I pay my Bill? 

[HelpfulBadger]

First of all, happy new year!

For most systems (although who know's with Vodafone) an error like that would be telling you that you've entered the details incorrectly (i.e. the digits are in the wrong order and the checksums don't match up), the sort code you've entered doesn't exist (or is new and Vodafone haven't updated their database) or that the sort code doesn't accept Direct Debits.

I'm sure you've double checked the details you're entering so we'll ignore the first.

For the second and third, you can use a tool like https://www.sortcodes.co.uk/sort-code-checker to verify your sort code and check what services are officially available (your sort code represents the account type and "branch" of the bank you signed up with, so it's safe to enter on it's own - that site also has a tool to check both the sort code and account number together, but while it appears to be a legit website, it's up to you).

If you scroll down it will show tickboxes on what services are available (image attached as well for an account that does support Direct Debits).

If all seems to be in order, then you'll need to contact care through social media, webchat or calling 191 on your mobile to make a one off payment and for them to update your details.

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