Debit card declined when topping up.

[Lilel]

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.

[O2Emma]

@Lilel I will send you a private message.

[KathrynMcD]

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

[Cleoriff]

@O2LisaCould you help @KathrynMcD  please?

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

Guide How to Top Up (PAYG) 

[O2Lisa]

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. 

[Cleoriff]

Thanks @O2Lisa 😁

[O2Lisa]

You're welcome @Cleoriff 😊

[Murray1]

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.

[Dips]

@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 

[Bambino]

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

[O2Waqas]

Thank you for the tag @Bambino 

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

Thanks