Top up payment

[RD1]

I have a new pay gas you go phone.   Trying to top up online ... but the 2 credit and debit card I am using keep getting an error message saying the payment hasn't been processed.   There is no reason for these cards to be rejected.   Anyone have the same issue?Rob

[MI5]

@RD1 

The first top up must be done with a voucher.

After that you can register your card to top up online.

Guide How to Top Up (PAYG) 

[TallTrees]

Hi @RD1   welcome to the o2 community forum...

yes as explained first top up needs to be with a voucher!  These can be purchased from supermarkets,  post office, a local stores.  Everything is fine with your cards.  Pity it doesn't mention this on the paper or cover with your sim.

However, hope all sorted soon for you.. best wishes and good luck TallTrees 

[MI5]

All explained in the guide.

[RD1]

Thank you.  Yes it is a pity that the marketing people don't just make it obvious that is the case either on the website when the card is rejected or better still on the sim packaging.  I rang customer service this morning and they said that they get lots of calls about it!!!! 

[Cleoriff]

@RD1 

We have had many discussions with O2 about this. They have always said the first top up does NOT have to be by voucher!

Through years of experience we know it DOES have to be by voucher. That's the reason I put it in red in the guide.

[MI5]

At least you know now @RD1 

[TallTrees]

Ah then @Cleoriff
The left hand doesn't know what the right hand is doing. Why doesn't that surprise 🙃

[Cleoriff]

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@TallTrees wrote:
Ah then @Cleoriff
The left hand doesn't know what the right hand is doing. Why doesn't that surprise 🙃

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Tis often the case @TallTrees