topic Re: Debit card declined when topping up. in Pay As You Go

Debit card declined when topping up.

Lilel — Tue, 15 Mar 2022 15:34:12 GMT

Greetings,
I'm hoping to get some help with my payg sim card.
It is currently on 321 classic tariff and I do not want to change that.
The problem I am having is that when I try to use my debit card to top it up it keeps getting declined despite having the money in my bank.
When I first got the card I used an E-topup voucher for the first payment, which was successful. Since then I have not been able to use my card to top up on the O2 app or by phone.
I have tried to topup by phone to register my card but it does not accept it.
I have contacted O2 on 4445 three times now and had no joy. One call I had said there was some commercial restriction on my sim card that she would try to remove, since I am a private customer, but that has not worked.
The most recent call I had ended with the person saying that I cannot use my debit card to top up this card on this tariff and will have to use E-topup every time.

Thanks.

Re: Debit card declined when topping up.

madasaf1sh — Tue, 15 Mar 2022 15:38:31 GMT

@Lilel

Have you spoken to your bank to see if they can see the transaction from o2, and bare in mind the new SCA regulations, so your name and address need to match near enough perfectly.

Also is your debit card a UK registered card?

Re: Debit card declined when topping up.

Lilel — Tue, 15 Mar 2022 15:40:42 GMT

I will contact the bank shortly and get back here. It is a uk registered card. I have also tried with A different card registered to my mum which was also declined.

Re: Debit card declined when topping up.

Lilel — Tue, 15 Mar 2022 15:51:54 GMT

The bank is able to see the transaction but it is not going to the authorisation stage. They have confirmed there is no block or no reason for them to decline the payment.

Re: Debit card declined when topping up.

madasaf1sh — Tue, 15 Mar 2022 15:54:23 GMT

@Lilel

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to look into this for you, in that case.

Re: Debit card declined when topping up.

Lilel — Tue, 15 Mar 2022 15:56:40 GMT

Sorry to be difficult but I don't use social media so have no account on facebook/insta/twitter.

Re: Debit card declined when topping up.

madasaf1sh — Tue, 15 Mar 2022 16:02:13 GMT

@O2KyleW @O2Emma

Would you be able to assist here at all?

Re: Debit card declined when topping up.

O2Emma — Tue, 15 Mar 2022 17:53:19 GMT

Hi @Lilel Sorry you are having a issue with debit cards have you changed your address at the bank at any time as this can cause a issue sometimes .

Re: Debit card declined when topping up.

O2Emma — Tue, 15 Mar 2022 17:54:02 GMT

Hi @madasaf1sh I have picked this up thanks.

Re: Debit card declined when topping up.

Lilel — Tue, 15 Mar 2022 17:58:08 GMT

is it ok to pm you? i accepted as solution by mistake, No I have not changed bank or address.

Re: Debit card declined when topping up.

O2Emma — Tue, 15 Mar 2022 20:27:12 GMT

@Lilel I will send you a private message.

Re: Debit card declined when topping up.

KathrynMcD — Tue, 22 Mar 2022 08:11:05 GMT

Is this a general issue now? I’ve attempted to top up my PAYG phone using an RBS debit card, but it says the payment cannot be processed. There are no blocks on the card (it’s working fine on other sites I’ve tried), there’s money in the account, my details (address, name) are correct with the bank (this card worked the last time I topped up). I also got my son to try his RBS debit card, and he got the result - as before, his card is working elsewhere. According to the RBS site, this is likely to be an O2 issue as you “aren’t ready to support the new security measures”?! https://www.rbs.co.uk/service-status.html

Re: Debit card declined when topping up.

Cleoriff — Tue, 22 Mar 2022 08:22:25 GMT

@O2LisaCould you help @KathrynMcD please?

Also check if O2 are having problems with customers using cards to top up?

Re: Debit card declined when topping up.

O2Lisa — Tue, 22 Mar 2022 09:37:44 GMT

Morning all, thanks for the tag @Cleoriff.

@KathrynMcD I'm not aware of any known issues but I'll message you privately and look in to this for you.

Re: Debit card declined when topping up.

Cleoriff — Tue, 22 Mar 2022 09:50:37 GMT

Thanks @O2Lisa 😁

Re: Debit card declined when topping up.

O2Lisa — Tue, 22 Mar 2022 11:24:53 GMT

You're welcome @Cleoriff 😊

Re: Debit card declined when topping up.

Murray1 — Thu, 31 Mar 2022 10:45:33 GMT

Hi I am having the same problem. I have tried to top up and my RBS debit card has been declined. Any help would be much appreciated.

Re: Debit card declined when topping up.

Dips — Sat, 02 Apr 2022 13:54:48 GMT

@O2Lisa @Hi please I’m experiencing the same issues trying to top up with my Barclays Bank card. Also had my sister try it with her card and the same happened. Kindly advice as I desperately need to top up urgently. Thanks

Re: Debit card declined when topping up.

Bambino — Sat, 02 Apr 2022 14:09:21 GMT

@Dips Lisa is not available today. @O2Waqas can you please assist?

Re: Debit card declined when topping up.

O2Waqas — Sat, 02 Apr 2022 14:14:52 GMT

Thank you for the tag @Bambino

@Dips I will send you a private message so we can look into this further

Thanks