Credit card declined for add on

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yousra961
yousra961 Posts: 11 ✭✭
edited March 2022 in My Mobile

Hello,

i’m trying to pay for an add on with my credit card, but it keeps getting declined. I need help.

Best Answer

  • Whizz
    Whizz Posts: 20,650 admin
    Answer ✓
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    Hello yousra961,

    I am sorry to hear about this situation.
    Please make sure that you are trying to use a payment method accepted by Fizz: https://fizz.ca/en/faq/what-payment-methods-can-i-use
    I can also see that you already contacted our support team and they invited you via live chat to have this verified. 
    Please continue the discussion there to have a solution provided in the shortest time possible. 

    Have a good one,
    -Alex

Answers

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
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    @yousra961


    Hi,

    for this problem, sometimes it occurs due to the browser used. If the issue is an expired session, please log out of your account and log back in.


    In order to make your purchase, you can try the maneuver using a private window, either in incognito mode, also empty your history as well as your cache, you can also try a completely different browser, or even another device if it is possible for you.

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
    edited February 2022
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    @yousra961


    If you are unable to place an order from the platform and would like to directly contact Fizz’s customer service team to possibly resolve this issue, here's how you can do it by opening the following link: https://fizz.ca/en/faq/status-services and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.


    If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:

    -By private message on Facebook/Messenger: https://facebook.com/fizzca.

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

    -Whatsapp : (438) 393-5814

  • yousra961
    yousra961 Posts: 11 ✭✭
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    I have used a paiement method approved by Fizz. The messenger team asked me to move the chat to Fizz’s platform for security purposes when they check my credit card.

    I have always payed for this add on with the same card, now it’s declining. How can solve this issue?

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
    edited February 2022
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    @yousra961


    It means you'll have to directly contact Fizz’s customer service team on the platform to possibly resolve this issue, here's how you can do it by opening the following link: https://fizz.ca/en/faq/status-services and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.

  • yousra961
    yousra961 Posts: 11 ✭✭
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    Okay thank you.

  • yousra961
    yousra961 Posts: 11 ✭✭
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    when I click the chat button, the chat window doesn't appear, nothing happens.

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
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    @yousra961


    You're welcome!

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
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    @yousra961


    Maybe the number of pending sessions is higher than the service’s processing capacity, wait a few minutes and you should be able to access the chat. Also, sometimes it is easier to access through the French version of Fizz’s siteweb. You can try your luck by pressing the small globe at the top right of your screen.

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
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    @yousra961


    Try it with this link, and don’t worry, you can still converse in English with the service, going through the French link will not affect the language used for your conversation with the service: https://fizz.ca/fr/faq/resoudre-un-enjeu

  • yousra961
    yousra961 Posts: 11 ✭✭
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    It still doesn't work, in either language.

  • Clive_ref_code_73TF9
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    Hello @yousra961, I suggest you submit your issue via the Contact Form found under My Settings after you log in to your account. I also suggest you verify with your financial institution to verify that your credit card is still active without issues.

This discussion has been closed.