Software bug in purchasing add-ons

hossammourad
hossammourad Posts: 5
edited February 19 in My Mobile

A software bug happens whenever I try to purchase any kind of add-ons like minutes, messages, or international calls. The impact of that bug is that whatever add-on I purchase is not actually purchased and not added to my account. And then users have to contact support trying to figure out what happened.

Steps to reproduce:

  1. Go to the add-ons page
  2. Add the $3 messages add-on (the one that adds 200 messages)
  3. Click the first confirm button
  4. On the next page, notice the submit area still has $3 dollars total, not including any taxes





If I press submit and complete the purchase, the amount will be deducted from my card, but the add-on won't be added to my account.

The issue is that the total is not including taxes, hence I presume making the add-on transaction not valid.

The only way to bypass this behaviour is to reload the page and start all over again, for some reason the issue happens the first time, but not on any subsequent retries.

This issue is consistent across all add-ons, I tried with messages and international calls, and the save buggy behaviour occurs.

Best Answer

  • Clive_ref_code_73TF9
    Answer ✓

    Hello @hossammourad, I suggest you try adding money to your Fizz Wallet before trying to purchase an add-on. If you are doing everything correctly (browser private/incognito mode, valid CDN credit card, etc.) then you can contact a Fizz team member by adding @Whizz to your post here in the Forums or log in, My Settings, Contact Form and submit a complaint with details and a screen shot of any errors.

Answers

  • PF_Ref_D2U9A
    PF_Ref_D2U9A 🌈🎁 Here's my Fizz referral code. Thanks! 😊 ▶ D2U9A ◀ Voici mon code de référence. Merci! 😊🎁🌈Posts: 2,898

    Hi

    This is not the expected result.

    You can try clearing your browser cookies and cache before making a purchase. Also try the browser in private or incognito mode. Does it work better?

  • @PF_Ref_D2U9A I tried that already, didn't help. I tried with multiple browsers as well.

  • PF_Ref_D2U9A
    PF_Ref_D2U9A 🌈🎁 Here's my Fizz referral code. Thanks! 😊 ▶ D2U9A ◀ Voici mon code de référence. Merci! 😊🎁🌈Posts: 2,898
    edited February 11

    Are you always using the same Wifi?

    Can you try it using a different IP address or mobile data?

    It looks like parts of the Fizz site are blocked for certain IP addresses.

  • Not the same wifi, I tried on multiple devices and on multiple networks. I don't think this is an internet issue.

  • hossammourad
    hossammourad Posts: 5
    edited February 11

    Also, if parts of the Fizz site are blocked for certain IP addresses, how come it works on subsequent attempts? subsequent attempts will have the same IP.

  • PF_Ref_D2U9A
    PF_Ref_D2U9A 🌈🎁 Here's my Fizz referral code. Thanks! 😊 ▶ D2U9A ◀ Voici mon code de référence. Merci! 😊🎁🌈Posts: 2,898

    You're totally correct, unless they are unblocked on a subsequent attempt?

  • PF_Ref_D2U9A
    PF_Ref_D2U9A 🌈🎁 Here's my Fizz referral code. Thanks! 😊 ▶ D2U9A ◀ Voici mon code de référence. Merci! 😊🎁🌈Posts: 2,898

    I suggest to follow up with Fizz customer service regarding this issue.

    You can contact Fizz customer service by opening this link: https://fizz.ca/en/faq/resolving-issues and simply scroll down until you see the green bubble, then click on it to start your chat session with Fizz customer service.

    They will surely be able to help you.


    You can also do it on Facebook: https://facebook.com/fizzca

    -By private message on Twitter : https://mobile.twitter.com/fizz_ca

    -Whatsapp : (438) 393-5814

  • Yeah. This happened multiple times before and I have contacted support multiple times for multiple add-ons I purchased so I can get a refund until I found out that retry workaround.

    I was hoping that this could reach the software team somehow so they can take a look as the issue is pretty consistent on my end.

  • PF_Ref_D2U9A
    PF_Ref_D2U9A 🌈🎁 Here's my Fizz referral code. Thanks! 😊 ▶ D2U9A ◀ Voici mon code de référence. Merci! 😊🎁🌈Posts: 2,898
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