topic Re: Cannot add new card in Pay as you go

Cannot add new card

miro2021 — Wed, 04 Sep 2024 14:34:44 GMT

My card expired and when I try to add a new card to my PAYG account online to renew my pack I get as far as adding the new card details and the screen which displays all the details of the new card with a 'confirm' button ... when I click 'confirm' it just circles back to the page where you add the new card details..

Tried calling 150 but cannot get past the auto system to speak to a real person.

No chat available online to speak to a real person

How do problems get resolved with no option to talk to someone???

Re: Cannot add new card

XRaySpeX — Wed, 04 Sep 2024 14:55:17 GMT

Text STOP PACK to 150 & it'll stop buying the pack & stop the auto direct card payment on your old card. When you next buy your pack choose to pay for it by direct card payment on your new card.

Re: Cannot add new card

miro2021 — Wed, 04 Sep 2024 15:35:53 GMT

1. I get to this screen so I click set up card payments

2. The listed card expired so I click Add a new card

3. I get to the enter new card screen so I enter the card details and click Next:

4. I check new details and click 'Confirm'

5. Back to step 3 !!!!!?????

Please advise ??!!

I already tried using an alternative web browser, cleared cache etc

Re: Cannot add new card

XRaySpeX — Wed, 04 Sep 2024 15:41:50 GMT

Had you texted STOP PACK before all this?

Re: Cannot add new card

miro2021 — Wed, 04 Sep 2024 15:45:57 GMT

No because I am doing this online.

I have multiple free Boosts on this pack

I do not want to stop the pack.

I simply want to update the card. Online.

Re: Cannot add new card

XRaySpeX — Wed, 04 Sep 2024 15:55:22 GMT

Well, I suggest you do! Nowt's changed! You're only repeating what you said in OP but in more detail. You can't expect it to do anything differently when you've changed nowt. You're no further forward.

By stopping your current pack you'll be able to buy the same pack (but using a diff card) to which your Boosts will equally apply.

Re: Cannot add new card

miro2021 — Wed, 04 Sep 2024 16:19:12 GMT

It's frustrating when the website is offering you options which are broken.

To confirm:

You are telling me to use this workaround:

I should click 'stop pack'

The pack will stop but the Boosts totalling 6GB and 150minutes will still exist independently of any pack.

The same pack does not exist so I would have to then choose the new £10 pack pictured below 8GB / 500minutes (The data included is not the same as the original pack I currently have)

My Boosts will automatically be applied to the new pack giving me a total 14GB and 650minutes.
This is better than my current pack+boosts - but only if the Boosts are transferred to the new pack.

Please confirm

Re: Cannot add new card

XRaySpeX — Wed, 04 Sep 2024 16:25:06 GMT

Oh, yes, you could do it online too.

Yes, the current £10 pack is better than your legacy 1.

Re: Cannot add new card

miro2021 — Wed, 04 Sep 2024 16:41:53 GMT

But either way I will get 14GB and 650 minutes - is that correct?

Re: Cannot add new card

XRaySpeX — Wed, 04 Sep 2024 17:21:40 GMT

Yes, you retain your Boosts when you switch pack.