Unable to make a transaction

[Anonymous]

When I try to make an online transaction through the o2 online shop, my card payment is refused every time.  Keeps coming back with an error after saying my payment is being processed by my bank.  I have even tried speaking with a sales rep over the phone.  I have tried using both a visa credit card and a visa debit card.  I have had an o2 account for 10+ years and I have never had this problem in the past.  All my details are correct and there hasnt been any changes.  I have been in contact with my credit card company and they have assured me that it is not them refusing the transaction.  I have had no problems with other online retailers.  I wanted to purchase an ipad pro.  I ended up buying that from that the carphone warehouse in the end without any problems.  Then I wanted to buy an ipad 4g pay as you go sim card.  Well done o2, you have lost my custom there.  I am currently out of contract on my pay monthly phone.  So, unless you can sort out this problem, it doesnt look like I will be renewing my contract with you.

[Cleoriff · Accepted solution]

Hi @Anonymous

It will be refused if you keep attempting to repeat the transaction. You may be better to leave it and try again tomorrow

This is one of the most common reasons for cards being declined via the online shop. You know you have funds...the bank says there are no problems....It will be due to you attempting the same transaction more than once

[Anonymous]

I had thought about that.  I have read stories that when a transaction fails, you need to leave it for at least 7 days before trying again. I have tried to make a pruchase over the last month, with large gaps between.  I have used 2 different cards.  It doesnt make any difference.

[Cleoriff]

Hi again...Then if there is an O2 near you I would personally go instore and purchase from there. Not being funny but there would be more chance that way of getting it immediately instead of ordering and then finding it's out of stock...??

Also the issue re the online shop and cards being declined has happened to other customers hence my first comment...

[MI5]

It's usually an address or postcode error.

[Anonymous]

Yes, I was wondering about that.  I had noitced that each time the transaction came back with an error, it was asking me to select my postal address again.  The 1 thing about the postal address stored on my account is that it includes middx.  No other site is including it.  The trouble with the o2 website is that it doesnt let you type in your address manually.  You type in your postcode and then you select your address from a list.

[Cleoriff]

Then you certainly need to contact CS. They should be able to set your account address manually

http://www.o2.co.uk/contactus

If you include the fact that you tried more than once to complete this transaction you probably have your answer to your problem

[MI5]

You can edit your address in your MyO2.
Make sure it matches what comes up on the shop pages.