Unable to verify credit card info/ issue with processing a payment

[phone123]

I am trying to update my credit card information and trying to process a payment. However, it says unable to verify my credit card information. I am not sure why because I've used this card on another account and it went through (I help my parents manage and pay for their services/accounts).

I've checked with my credit card, and nothing is wrong with it.

Can you please help me?

Thanks!

[Triguy]

Try removing it then add it back.

[will13am]

@phone123 , the finicky system is likely rejecting some sort of address mismatch.  Leaving unit number blank and no space in the postal code are a couple of pro tips.  Anyway, too many rejections lead to the payment card being blocked.  You need moderator team assistance to unblock it.  The moderator team can be reached via private message using smartforms which is initiated by clicking on the ? on the lower right corner of the webpage or try using this link. The guided process will facilitate documentation of the issue or concern and the required resolution which will be submitted to the moderator team. Refer to this announcement link for additional details on smartforms and the ticketing system for moderator team interactions. If use of smartform brings no joy, then use the following direct link to private message the moderator team. Refer to the following knowledge base article for additional information on the moderator team.  Good luck.

[Dunkman]

@phone123 

Make sure address exactly matches the billing address.  If apartment number, leave that section blank. 

Website can be finicky.  Try to clear cache, or go to incognito mode.  Chrome incognito works well with this site. 

Otherwise, you will need help from moderator. 

[gblackma · Accepted solution]

@phone123 try one more time to enter your credit card. Enter the address exactly as it is on your other account. If this fails, your card may be locked from too many attempts, contact the moderators and ask them to add it for you and to reactivate your service if necessary.  There are 2 ways to contact the Moderator Team:

• Faster response- Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Slower- Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Once connected to Simon, you will be asked to log in again with your community user name and password.  Please do, this allows you to continue and send your message.
- Check your private message sent box (click on the envelope top right of your screen) to make sure the message was sent.

- Keep an eye on the envelope top right of your screen.  The mods answer will show up there.  When it does, you will be asked to verify your self service account, with your password and login. Doing so allows the process to continue. Stay safe.