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Anonymous User
Not applicable

Can't update card details

I'm trying to update my card details after changing cards. I've tried from my phone and laptop and I've also tried 2 different cards but I keep getting the message..

"Unfortunately we were unable to process this request"

Has anyone seen this before? Any suggestions?

13 Replies
Tony-D
NOW Team Member
NOW Team Member


@Anonymous User wrote:

I'm trying to update my card details after changing cards. I've tried from my phone and laptop and I've also tried 2 different cards but I keep getting the message..

"Unfortunately we were unable to process this request"

Has anyone seen this before? Any suggestions?


Weird weird @Anonymous User 

 

Republic or UK?

Anonymous User
Not applicable

##Republic

- Please type your reply above this line -##
Tony-D
NOW Team Member
NOW Team Member


@Anonymous User wrote:
##Republic

- Please type your reply above this line -##

Any chance you could try using 4G at all @Anonymous User 

 

The card is activated yeah?

Anonymous User
Not applicable

Hi.  I've tried to update with 2 cards. Same result.  I used 'find address'. My house has a name but no number.  'House number' box is therefore empty but when I click 'confirm', says "Oops, something went wrong".  'House number' box says "Please enter a valid house number or name".  So I try to enter the house name and get the same result.  So I tried 0, 000, 001...nothing works.  Any ideas?  Chat is closed due to Covid-19.

schnapps
Legend 5
Legend 5

Hi @Anonymous User 

 

In the empty box where usually you need to input a number, try a dash or - symbol or a full stop if you haven't got a house or home number.

 

I believe it worked for another forum member who had the same problem.

Anonymous User
Not applicable

Sadly neither worked.  Thanks for trying anyway. Any other suggestions?

schnapps
Legend 5
Legend 5

Hi @Anonymous User 

 

Unfortunately not.

 

Trying to find the actual post in the search box on the top of the forum page where i can't exactly remember what the special character off the keyboard they used in the empty box section where you normally insert a house number on the payment page when updating your account payment details.

 

 

Perhaps try the under dash _ symbol with a different internet browser ?

Anonymous User
Not applicable

No luck.  I'll see if Chat is working tomorrow. Pity there's no phone number.  Cheers and stay safe.

schnapps
Legend 5
Legend 5

Hi @Anonymous User 

 

Here is one thread that i found, but there is another one with more details on it floating around the forum archive somewhere which i can't seem to find (about 12 to 18 months ago).

 

https://community.nowtv.com/t5/Account-Billing/Unable-to-update-payment-details/m-p/511746 

Anonymous User
Not applicable

Success! Thanks Schnapps - think it was using a different browser that did it (with the -).

schnapps
Legend 5
Legend 5

Hi @Anonymous User 

 

Glad you got it sorted 😆.

 

Maybe post back on here what internet browser worked for you and if you left the house number section box blank or used a special character like a (-) minus symbol for example.

 

This might help others who stumble across this thread when trying to find a solution similar to yours.

 

I use MS Edge on a Windows 10 Tablet & Android Tablet and never had problems updating my new card details or billing address, though i do have a house number.

Anonymous User
Not applicable

You must update card and address at the same time.  Put your house number as a 3 digit number ie 3 as 003 and then you can save your details.

Anonymous User
Not applicable

I have tried for days on every device to update my payment details. I ended up in chat with an actual person and they informed me that you have to update your address too with your card details.

 

When updating the address you must put in your house number in a 3 digit format.  For example 6 should be put as 006 in your address.  Once it is input in this format then and only then will it let you save your new card payment details with your new address details.

 

I have asked them to put this information on their webpage too and decided to put it on the community too myself to help others with this nightmare.  Good Luck