Haven't been able to top up PAYG since yesterday evening

[DavidB-E]

Since Yesterday evening I haven't been able to top up my Classic PAYG, on which my balance is only 72p. in the My O2 app and trying on the My O2 website on my laptop I just get :

"We couldn’t process your payment

Sorry, it’s not been possible to take your payment. Your phone has not been topped up. Please try again or use another card. If the problem continues you’ll need to contact your bank."

I haven't had any trouble before, and successfully topped up yesterday morning. I'm using, as always. my current account debit card, there's money in the account, and my bank says they haven't declined any transactions (and I just topped up my National Lottery account online, same card, no trouble).

There appears to be an O2 problem taking the payment. Is this known? When is it likely to be fixed?

[Enlli]

Have you tried ringing 4444 top up line

Guide How to Top Up (PAYG) 

[MI5]

@DavidB-E 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. 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

Thanks

[pgn]

@DavidB-E - How many cards have you topped up with previously? How many different phones have you topped up with the same card? There used to be limits, only 2 PAYG accounts per unique card number (credit card anyway) and only so many transactions in a set period per card or per PAYG account).

Contact CS on 4445 or via O2 Social Media, links for Twitter and Facebook just below this post if that works for you, to query, confirm and hopefully clear up the problem. All other ways to pay here: Guide How to Top Up (PAYG) - Good luck!

Good luck!

[DavidB-E]

Sorry, had to go out. But before lunch I called customer services. The woman accessed my account history, kept insisting I contact my bank - which I had done before I called O2, and they said it wasn't them, no transaction attempts had been seen at their end - and said all she could do was put me through to the pay by phone line, which I tried twice and it failed both times. The only other thing she could suggest was me going and buying a top up card - which is no ongoing solution as I'm disabled, only leave the house very occasionally and can't keep running or driving out to buy top-up cards.

I am at a loss. Topping up with the card worked yesterday morning, as it always had before, but hasn't worked since yesterday evening. I even deleted the card, then re-added it, but no change. Meanwhile I paid with the same card via internet this morning to top-up my National Lottery account, and twice this afternoon made contactless payments with the same card in two different supermarkets. My bank says no transactions have been turned down on my account (and the O2 message isn't a transaction declined message anyway). But attempts to top-up with my one and only card via MyO2 app fails, as do attempts via the MyO2 webpage and via phoning up. I only have one number/account, which I've had since 2017ish, and I only use one phone at a time (i buy phones elsewhere and just move the one SIM over to a new phone) which i last changed last August.

As the problem only affects card payments to O2, but the customer service person said there was nothing else she could do and she couldn't (or wouldn't) escalate the problem to actual technical staff, I appear to be completely stuck. The only thing I can think to do is move to another mobile provider, which I didn't want to do, but as o2 appear to be incapable of resolving this ...

Oh, I don't 'do' social media, so cannot communicate via Facebook, Twitter, Instagram etc.

[MI5]

@O2KyleW 

Can you help here please?

[pgn]

Thank you for the explanation - seems odd, to be sure!

I will tag @O2Emma, the O2 account advisor on here this evening - she will ask you some details via Private Message here on the Forum, hopefully that is simple enough to manage - Social Media can be like trying to drink from a firehose, I agree, @DavidB-E.

Watch out for Emma's PM to you soon, I hope.

Good luck!

[O2Emma]

Hi @pgn I will pick this up thanks.

[O2Emma]

Hi @DavidB-E I will send you a private message so I can look into this for you.

[pgn]

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@O2Emma wrote:

Hi @pgn I will pick this up thanks.

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Thank you, Emma.

And @DavidB-E - if you need help getting into your "Messages" here on the forum, the envelope icon above right is where to go, if using a PC.  If on a mobile, or tablet, you need to click on your avatar picture top-right, and scroll down to "Messages". Good luck!