Payment failed but my card is working ?
Mark P. #8105
Posts: 4 ✭✭
in My Mobile
I get a text and email about an hour ago saying my payment failed and I need to resolve this by 10 pm before my account is suspended. I call my credit card company and they confirmed that my card is active with plenty credit and that they see no attempt or decline from fizz. My account is already suspended, not even an hour after receiving your message and I just deleted and updated my credit card in the system as the same as before. This is ridiculous, not even within one hour of being notified and I get my account suspended and to top it off, my credit card is in working order, the problem is on your end.
11
Answers
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Hi
Try to check the payment history to see if your payment was correctly processed and/or contact the credit card institution
To see a list of all your Fizz transactions:
1- Go to My Plans in your Fizz account.
2- If you have more than one plan, choose the plan you wish to see transactions for.
3- Scroll to the bottom of the usage summary and click on Transaction history.
If you need to add a new credit card
1- In your Fizz account, go to My Profile
2- Click on Payment methods.
3- Click on Add a new payment method to add your new payment method.
4- Now make your way to My plans.
5- For each of your plans, click on Manage plan/Payment method, and associate your new payment method.
6- Then, select the payment method you no longer want to us, and click on Delete.
If you associate a new credit card with your plans, you can also force the payment
My Plans - Manage Plan - Payment method - Make my monthly payment. Once payment has been made, your service will be restored within 2 hours.
In case of problem, you can contact Fizz support by chat
1- Log in to your account (see top right).
2- Any ad blocker in your browser must be disabled.
3- You must be on a help sheet: https://fizz.ca/en/faq/how-do-i-fix-payment-issue
4- The green bubble should appear in bottom right of the page
10 -
I received an email with the same message. My credit card is in good order. The expiry date is 1023. It was also accepted for two other fizz payments earlier this month.
I tried to see my transaction history, but could not get to it
What's wrong?8 -
I did everything you said, but like I said, my credit card is in working order, there is nothing wrong. When I check my transaction history for my plan it just sits there without showing anything, so something is wrong there. And as for "force a payment", that option is nowhere to be found under
My Plans - Manage Plan - Payment method9 -
I was just on a chat with fizz support. I too could not find the "force payment" option. They are looking into it and will get back to me. I asked them to institute a grace period of a day before automatically suspending the service for a problem that most likely isn't the customer's fault.9
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Hello Mark,
We're truly sorry to hear about this situation encountered. Rest assured, I see the payment passed successfully for the mobile line for which you received that notification and the plan appears active and in good standing. You are also able to see that the payment was successful by going to My Plans >> Transaction History. For more information on how to check your transactions, you can take a look at our page: https://fizz.ca/en/transaction-history
If by any chance you encounter a situation with your services for this plan, please reach out to us so we can be able to help and find a suitable solution: https://fizz.ca/en/contact-us
Thank you so much for your understanding.
Have a wonderful day and happy holidays!
-Ioana1
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