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.

[viki72]

Yeah, we don't want a contract either. Luckily my husband had enough money in his O2 account for a couple of top ups but the amount is running low now so we need to find a solution. We don't even know what happened, nothing has changed really. Same phone, same SIM, didn't move home, it was working perfectly for years until he wanted to change the payment method in the myO2 app to a different card. Both the debit card he used until now and the one he tried to switch to are standard TSB cards, connected to standard TSB accounts, nothing out of the norm. And the one he tried now is not new, works perfectly everywhere online or offline except with O2, that's why I think this is definitely an O2 problem and has nothing to do with the card or the bank. And now even if he changes the details back to the original card he used until now the payment still won't go through and I can't top up his phone using my own card either, I receive the same message. We'll try to top up the phone at an ATM, I have no better idea.

[pgn]

All the ways to top-up in here: Guide How to Top Up (PAYG) - including vouchers from a shop. Not sure if the ATM route still works, but the voucher does, as does the last option, to get it from a website that specialises in top-ups (useful for topping up if you are abroad and stuck!). Good luck, @viki72.

[ismailkoc34]

I'm having the same problems for my credit and debit cards. I tried multiple cards and none of them worked. How can I top-up my numbers?

Error is below.

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. site:community.o2.co.uk

[pgn]

If it is your first top-up, use a Voucher that you can buy from any corner shop.

Otherwise ways are here: Guide How to Top Up (PAYG) - calling 4444 may also work with one of your cards, if you have not tried it yet @ismailkoc34 

Good luck.

[gmarkj]

See if the website in this guide Guide How to Top Up (PAYG) helps at all @ismailkoc34 

[ismailkoc34]

Yes, i purchased a voucher code. But when i'm calling to 4444, it seems busy and i tried also *111*# but it seems UNKNOWN APPLICATON error. Do you have any different suggest? Thanks for reply.

[gmarkj]

Not sure if you can use the voucher on the website @ismailkoc34 but see if there is an option there

[Oxonian]

@ismailkoc34 

A different number for you to try :-

"Go to any O2 shop or anywhere you see the green top-up logo and ask for an O2 top-up. You can pay by cash or card. Then call 4444 free from your mobile, or 08456 062 277 from a landline, enter the number on your receipt and follow the instructions. Top up between £10 and £50. Your voucher will expire after twelve months".

From :-

Topup | O2

https://www.o2.co.uk/topup

[MI5]

@ismailkoc34 

From abroad call +44 7860 980 202 free from your O2 phone.

[pgn]

Don't call the 0845 number: but 0345 attracts 16p/min charge, 0845 attracts 65p/min, when called from an O2 Contract mobile. Use 0345-6062277:

@ismailkoc34