Credit card error but card details correct

[alieholder]

For some reason the payment has not been taken and it won't let me reactivate the account.  It says Auto Pay is enabled, but it seems to be having a problem with the card.  It won't let me delete and re-add the card either.  I am not having problems with this credit card elsewhere.

[darlicious]

@alieholder 

Follow this method when making a manual payment/adding a card to the account....only use the emboldened portion of the instructions if the payment card is already on file.

1. Reboot your device.
2. Clear your browser, use secret/incognito mode in firefox, chrome or safari.
3. Choose replace card rather than remove card.
4. Copy your address from your billing statement.
5. Add your apt/unit/suite # to the street address. ie. 101-123 1ST AVE W, CITY, PROV.
6. Do not put a space in the postal code. X0X0X0 not X0X 0X0.
7. USE ALL CAPS if necessary.
8. Do not use autofill. Type everything manually.

Once you successfully update your card do not attempt your payment immediately. Log out/in then go to make a payment to pay for your renewal. Otherwise if you were not suspended I would recommend a $1 test payment. Follow my further instructions for a successful payment to unsuspend your account.

Do not try more than two attempts at adding a card or payments ( successful or not) or you will continue to get this message. Wait at least 1 hour to try a third time another hour for your 5th try....and so on....and do not make more than 4 unsuccessful tries with the same card in a 24 hour period or you will trigger a fraud alert lock out requiring assistance from the moderators.

Go to make a payment. Choose the "other amount" option and add $1 more than the amount owing and submit the payment. If that is successful go back to your overview page and if it does not say active  click on the reactivate button. If that works log out and reboot. If that does not work and your payment is in your balance rather than showing $1 then go to the usage or plans page. Click on lost/stolen and suspend your service. Log out/in. Resume your service. Your balance should now be $1. Log out and reboot.

[alieholder]

Thanks for the suggestion!  It doesn't seem to work to add the card in Incognito mode either.  I deleted the card and tried to add it back with new Incognito screen and no luck.

[Anonymous]

you can try it for a different Browser
and clear cache and cookies for any Browser,

and if you use a home internet please do one thing take it your power internet for about a minute and put it back, Restart your device is will help,

just make sure your credit card number and your address match the same one ,

your typing and sometime you type it but is a one word or letter or number is a wrong or is missing just make sure for it.

if you are already activated you can do,

Update Or Remove Your Payment Card

To update or remove your credit or Visa debit card details, sign in to  Self-Serve.  Once signed in, click on the ‘Payment’ tab, then scroll to the bottom of the page and select ‘Manage my card’. Here, you will have the option to either select ‘Replace this card’, where you can enter the details for your new card, or ‘Remove this card’. You will need to review and confirm this change to your account and then you’re all set..Remember, we accept credit cards (Visa, MasterCard, American Express) and Visa Debit cards that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S. If you are using a payment card, leave the apartment/suite number in the payment information section blank.

Setting up AutoPay means that you earn $2 every 30 days!

and if still not can't fix it please you have to Submit a ticket to a moderator.

Here’s when and how to contact the Moderator Team:

• 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.
• or you can send a private message to the Moderator_Team by click here.
• You’ll need to be logged in to your Community account for the link to work.

• In your message put it, please include.
  
• your account number,
  
• your phone number,
• your account PIN,
• explanation to them nice Team and nice service 

           Good Luck

[will13am]

@alieholder , try clearing browser cache before repeating the steps.  Incognito mode seems to work for some customers having similar problems.  I find it is more reliable to delete the old credit card information and then adding the new credit card in two steps.  Don't forget to re-enable auto pay if that was enabled before.