Debit card declined trying to top up

[Pikachu73]

The last couple of times I have tried to top up my partner's O2 PAYG phone, my Natwest debit card has been declined

I have had to top up by phone which is costing me as it's a premium number

It also takes longer entering all the in

I have been able to top up using the same card before and as mentioned above, it works OK over the phone with the same card

I contacted Natwest and they did some checks and advised the issue is with O2

They said additional security checks are needed either via text message or the Natwest app

O2 are not presenting these checks and therefore the card is being declined

My partner has an old phone with no access to the Internet so has not been able to register online

[Cleoriff]

@Pikachu73 
I'll ask our managers to feed this back as we have had a number of people just recently who can't top up using cards. All different banks. @Martin-O2 @RafaC @lewys-gp  are you able to get this sorted please.??

Guide How to Top Up (PAYG) 

[Pikachu73]

It would be great if it can be resolved

I checked before posting and can see quite a few people are having the same issue and with different banks

Banking security is tight and even tighter for anything online these days

O2 need to ensure they are compliant

[HHGTTG]

I have had this problem today. I have a PAYG phone that I've topped up for several years using either the O2 App or online via My Account. I tried several times earlier today using the usual Debit card only to have the payment refused.

In frustration I then used my Credit Card and the transaction went through OK.

I don't get it. Have O2 updated or upgraded their security requirements using Debit cards? 

[Cleoriff]

@HHGTTG 

We haven't heard of changes, that's why this guide is still relevant Guide How to Top Up (PAYG) 

It might be a system glitch. You can call o2 on 4445

Or use social media

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 help you with this.

[pgn]

Just to add to @Cleoriff's answer above: I have just topped up 2 mobiles in the last 15mins, using https://www.o2.co.uk/topup and an RBS card - but both times, I had to be logged out of MyO2 for the link to step me through the process (including keying-in my card details manually). It may be something amiss with your card, @HHGTTG, chase your bank as well as O2. Good luck.

[HHGTTG]

Many thanks all. However I've just used my Debit card on eBay to purchase something and there wasn't a problem with that.

Earlier in the year I renewed my subscription with the Berlin Digital Concert Hall using the same card and that was rejected for the first time but they explained that there had been 'changes' to encryption etc and that alternative cards might work, which they did.

I'll abide my time as NatWest are switching from the old Visa Debit to a Mastercard Debit and shall receive that within the next few weeks or so I'm told.