topic Re: Cannot change payment card in portal in My Account/Billing

Cannot change payment card in portal

onair — Wed, 17 Jan 2024 20:05:02 GMT

Seems to be a bug when clicking on change card blank page pops ups with contact administrator broken link.

Re: Cannot change payment card in portal

Baldrick1 — Wed, 17 Jan 2024 21:19:22 GMT

Moderator's note:
Thread moved from Broadband to My Account/Billing

Re: Cannot change payment card in portal

ClaudiaG23 — Fri, 19 Jan 2024 14:12:15 GMT

Hi @onair Is this happening on different browsers?

Have you tried clearing your history, cache and cookies?

Re: Cannot change payment card in portal

onair — Sat, 27 Jan 2024 03:08:43 GMT

Hi yes I have tried 2 different desktop browsers and a mobile. Its the same error on all.

In the end I had to phone plusnet support for them to manually enter my payment details.

The error is still there though.

Re: Cannot change payment card in portal

James30 — Sat, 27 Jan 2024 10:39:59 GMT

@onair - Would you mind giving us a call on 0800 432 0200 and well be able to update the details that way and see if there is anything wrong with your account stopping you from being able to do it on the portal? Thanks

Re: Cannot change payment card in portal

DS — Sat, 27 Jan 2024 11:04:04 GMT

Pardon my intrustion

But

@onair wrote:

Hi yes I have tried 2 different desktop browsers and a mobile. Its the same error on all.

In the end I had to phone plusnet support for them to manually enter my payment details.

The error is still there though.

Or have I misunderstood what @James30 was saying

@James30 wrote: snipped
. Would you mind giving us a call on 0800 432 0200 and well be able to update the details

Would the previous call have not done this?

But it does sound like even though @onair did call it does appear to still be borked - thus manual intervention of this blip on their account..... perhaps

Re: Cannot change payment card in portal

onair — Tue, 30 Jan 2024 01:28:33 GMT

Hi i did call yes and did manage to change it over the phone. I really do no like giving card details over the phone.

Just to mention the error is still there and it will not allow details or card details to be changed.

Surprised this has still not been fixed.

Re: Cannot change payment card in portal

willcutforth — Tue, 30 Jan 2024 08:27:08 GMT

@onair I will pop you a PM over and we can sort it from there for you

Re: Cannot change payment card in portal

onair — Fri, 19 Apr 2024 10:42:29 GMT

This error has still not been fixed.

Re: Cannot change payment card in portal

Townman — Fri, 19 Apr 2024 12:28:54 GMT

Might a direct debit be less hassle?

Re: Cannot change payment card in portal

onair — Sat, 27 Apr 2024 23:29:41 GMT

Thanks but I would rather pay by card. Even if I wanted to pay by Direct I could not and there is no option to get into the change payment options details without that error. Plus I do no like reading my card details out over the phone.

This error was first reported in January we are now going into May and its pretty poor plusnet has not fixed it. Even the operator said there had been many calls about it.

Re: Cannot change payment card in portal

ClaudiaG23 — Sun, 28 Apr 2024 08:59:34 GMT

@onair I'm sorry this has been ongoing to this length of time.

Have you tried clearing your History, Cache and cookies? Or tried a private browser?

Re: Cannot change payment card in portal

onair — Sun, 28 Apr 2024 10:23:04 GMT

Thanks for the reply. Yes have tried all that many times. When I called the operator said they were aware of the issue and have had many calls about it.

Re: Cannot change payment card in portal

ClaudiaG23 — Mon, 29 Apr 2024 12:50:18 GMT

@onair That makes sense! I'm more on the technical team which is probably why I've not heard of this issue.

Re: Cannot change payment card in portal

onair — Wed, 01 May 2024 11:18:03 GMT

Looks like they are aware of the issue but its still not been fixed since January.

I just cannot believe such a simple fault has not been sorted yet.