topic Web Top Up in Discussions & Feedback

Web Top Up

Anonymous — Thu, 27 Nov 2014 01:45:45 GMT

Is there something wrong with the site? I'm trying to top up online and it keeps declining? I've been using the same card for ages with no problem at all and it's in date and has funds so i don't see what the problem is? I've also tried the auto top up with no success either

Re: Web Top Up

MI5 — Thu, 27 Nov 2014 07:12:13 GMT

What airy of card?
You can call cs or use an atm in the meantime.

Re: Web Top Up

jonsie — Thu, 27 Nov 2014 07:20:49 GMT

Get a voucher from a local store is another option whilst the problem is rectified.

Re: Web Top Up

Anonymous — Thu, 27 Nov 2014 07:22:12 GMT

Hi Womble

Welcome to the forum.

It is worth contacting your Bank just to make sure they are not blocking anything.

Some Banking Apps have top up features in them too.
O2 Customer Service should be able to help too as indicated.

O2 Help Link on Topping up -> http://www.o2.co.uk/help/pay-and-go/topping-up

Re: Web Top Up

jonsie — Thu, 27 Nov 2014 07:27:57 GMT

The Op has been using the same card previously so it's not likely a bank issue unless the address has changed.

Re: Web Top Up

Anonymous — Thu, 27 Nov 2014 16:24:55 GMT

I used to have the auto top up as it was more convenient as I set it up to top up the day my pay n go go go allowance ran out but then last few months it kept saying unsuccessful so I've been having to top up manually online without a problem (with the same card) but now I can't even do that! It's very annoying and like I said I've been using the same card for ages with no problems. I tried to update my card in the auto top up too to see if there was a problem and it wont even let me update that either now it's ridiculous!

Re: Web Top Up

MI5 — Thu, 27 Nov 2014 16:28:13 GMT

There have been restrictions placed on the use of Maestro cards.
If it's one of those that might be the problem?

Re: Web Top Up

Cleoriff — Thu, 27 Nov 2014 17:47:38 GMT

Sounds as if the OP needs to ring CS to see whats happening with this. A bit weird that it stopped doing auto top ups and now wont accept the card via the manual route?

Re: Web Top Up

MI5 — Thu, 27 Nov 2014 17:49:59 GMT

If we knew what type of card it was, it would help.....?

Re: Web Top Up

Cleoriff — Thu, 27 Nov 2014 17:52:29 GMT

@MI5 wrote:
If we knew what type of card it was, it would help.....?

Agree Rich...but whilst we were waiting for the OP to come back I thought I would just throw in my five pennorth...:smileywink:

Re: Web Top Up

Anonymous — Sat, 29 Nov 2014 13:56:39 GMT

My card is Visa Debit, and like I've said I've never had a problem using it to top up before, I talked on live chat on here and they said website working fine and more or less just told me to buy a top up voucher 😞 I don't want to have to have the same problem every month when I need to top up though. Very frustrating!

Re: Web Top Up

Anonymous — Sat, 29 Nov 2014 14:05:22 GMT

Hi @Anonymous ,

Sorry you are having problems, but if you ring 4445 they will be able to see your failed top ups and give you an idea what it might be.Failing that they can send it to be investigated by technical support that will get to the bottom of it.

Is that card used to top up just your number or several numbers?Have you changed address recently?

Hope this helps.let us know how u get on:smileyhappy:

Re: Web Top Up

Anonymous — Sat, 29 Nov 2014 14:06:52 GMT

Have your bank looked into any issue from their side ?

Re: Web Top Up

Cleoriff — Sat, 29 Nov 2014 14:07:38 GMT

Hi again @Anonymous . Yes...notice we ask that you ring CS on 4445 and avoid live chat. ...Live Chat success rate with and account issues is very poor.

There must be a reason why this card is failing now. Best of luck...

Re: Web Top Up

jonsie — Sat, 29 Nov 2014 15:51:14 GMT

It could be a simple problem such as Royal Mail or your bank amending the postcode. O2s system is notoriously slow in updating. Do you live in a flat by any chance?