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Jimroy
Mentor

Re: Change payment card

I updated my card details before Christmas with my new card as the old one was expiring. My next pass payment failed as the system defaulted back to the old card. I updated the card details again and the payment went through fine the next day. As did my next different pass payment.

 

I brought it up with online chat who changed the subject to talk about how wonderful the passes are and not the matter at hand. Absolutely useless.

 

And now again today my pass payment failed again. When I logged in the system had my old card details on it again. I've updated my payment details with a completely different card now so I hope it goes through ok tomorrow and stays there.

 

What the hell is going on NowTV?

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gavs82008
Legend 5
Legend 5

Re: Change payment card

@Jimroy 

Very odd! 
Perhaps you can drop customer service an email to bypass live chat. The email address is in the picture below.

4B13082E-0759-4D48-B376-70C061BAD5F5.jpeg


FYI that I do not work for NOW, I am simply a NOW customer trying to help I am a Community Contributor This means that I know a lot about the service and like you I am still a customer. For any account issues you’ll need to contact staff via customer support.
JenW
Advocate

Re: Change payment card

Thank you so much for posting this.

I don't have a house number, I have a house name but nevertheless I have put in 000 and it was worked.

That has ended a completely wasted hour trying to update this to pay for a pass.  You would think a company as large as this would be able to enable a checkout process that doesn't involve making up your address!  Utter rubbish

CrystalFaery
Mentor

Re: Change payment card

HI all, I’m also experiencing similar issues.

My debit card expired, so I tried to update my details with the new card, but the system responds with a “oops something went wrong, your card could not be authorised” message. But no explanation why?

I've tried all the suggestions here and from Now directly including different browsers and different email addresses but nothing works.

My bank assures me my card is valid and unblocked but no matter what I do, the card details will not be accepted by Now!

Ive spent ages on live chat trying to get them to understand the issue is a technical problem their end but so far they have been rather unhelpful.

I feel as if they need to completely delete me and my emails and details from their system and re-register from scratch but apparently once they have your details they cannot be removed from their system according to the last person I spoke with at Now.

I am frustrated that I can no longer access my account or purchase vouchers because they wont accept my debit card, but cant or wont do anything to help me despite being a member since 2017!!!… go figure.

 

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gavs82008
Legend 5
Legend 5

Re: Change payment card

@CrystalFaery 

Two posts up from yours you will see an email address for customer support, where you can send pictures etc to see if it’s an easier way to resolve the issue. 

Alternatively you can use the address to close your account t completely if you choose to do so. 


FYI that I do not work for NOW, I am simply a NOW customer trying to help I am a Community Contributor This means that I know a lot about the service and like you I am still a customer. For any account issues you’ll need to contact staff via customer support.
CrystalFaery
Mentor

Re: Change payment card

Thank you for taking the time to let me know.
Much appreciated.
Best wishes.
CrystalFaery
schnapps
Legend 5
Legend 5

Re: Change payment card

Hi @CrystalFaery 

 

If you get no luck with NOW support, then double check your URL address bar it is not directing you to the wrong NOW region (gb in the web address should be UK, ie should be Republic of Ireland, it should be Italy).

 

Also another customer had to use the chip and pin on the card before it worked on their account (which is a little weird).

 

https://community.nowtv.com/t5/Account-Billing/Help-I-can-t-update-my-new-card-details/m-p/566888#M1... 

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CrystalFaery
Mentor

Re: Change payment card

Hi thank you for your advice.
Already done both those things but still no good!
Best wishes
CrystalFaery
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RoyB
Legend 5
Legend 5

Re: Change payment card

@schnapps 

 

Having to initialise a new Debit Card with Chip And PIN is a security measure designed to avoid anybody emptying your bank account vis Contactless or CNP (Card Not Present) should it fall into the wrong hands on its way to you.

 

Setting up or changing the card on a Now account with RPA (Recurring Payment Authority) is a CNP task.

 

It happened that the customer in question tried to use the card in this CNP way with Now, before initialising it with a Chip And PIN transaction, but CNP with anybody would have been refused; that card had no chip on its shoulder about Now in particular.

 

@CrystalFaery 

 

Is this card a true Debit Card, linked into a bank account from which the money comes, or it it a Prepayment Card, where you have to load cash onto it? Now decline to work with some brands of Prepayment Card, though it is fine with others.


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