Payment failed but my credit card is working and was successfully added. What's wrong?

Yu-Yueh

I've been trying to make a payment for 2 days and I keep receiving emails from Fizz saying my payments did not go through.
I've spoken with customer support at least 3 times and they even escalated the ticket to their 'technical team' without resolution.
My old credit card expires in February so I successfully added the new card (same number different expire date and cvv) as a new payment method to my account.
I made purchases with my new credit card so I know it works, I called my bank and they told me everything was fine on their side.
What's wrong Fizz? Please fix this issue.

Mike

Hi Yu-Yuen

Did you associated your new credit card with your plan?

This is the full procedure

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.

If you old card is still valid you can use it to make this month paiement

Yu-Yueh

I associated the payment method to the plan, made is default and pressed make payment button.
I also tried re-adding my card several times and retrying the payments without success.

Yu-Yueh

My internet service got suspended because of the failed payments so this is urgent.

StefanM

Ok, it is a Canadian credit card right?
It’s weird that it is not working. Can you try a debit card, just this time around to sort everything out later on?

Yu-Yueh

It's a Canadian Credit Card. I don't think I can use my Debit Card to make the payment though.

StefanM

Try it. I believe you can !

Yu-Yueh

Debit MasterCard or Visa Debit card, yes according to https://fizz.ca/en/faq/what-payment-methods-can-i-use#:~:text=You can use a Visa,pay for your Fizz plans.&text=Other cards such as debit,pay for your monthly plan.
But not a regular debit card, it doesnt have a cvv

Yu-Yueh

Take a look at:
https://community.fizz.ca/questions/2504079-added-credit-card-set-default-payment-wasn-t-taken-internet-working#question_2504079_answers
Looks like other people also had the same problem when their credit card expires and they use a new credit card with the SAME number but DIFFERENT expire date and cvv.
The issue is with Fizz.

StefanM

Oh, I didn’t think that Canadian Banks still issue debit only card. I thought all of them are Visa and MasterCard debits.

Fizzy

Hi Yu-Yueh

Sorry you having difficulty with Fizz to make a payment.

If your old card is still good until end of February, can you try making a payment with the old card? Or perhaps you can try with a different card while Fizz investigates the issue.

At least you will be able to have your service restored.

Gabriele G.

I had the same issue when my credit card expired and got the new one. I added a new credit card in my account with the same number but different expiration date and cancelled the old one. In this way the payment went through. Hope this helps!

Whizz

Hello Yu-Yueh,
I am sorry about the situation you encountered.
I can see that you recently contacted our support team and the situation was escalated for further investigations.
Rest assured you will receive a solution as soon as possible via e-mail address.
Thank you for your patience and understanding
Alexandru