Unable to update method of payment: "Oops! Something went wrong. The credit card is not valid."

[taman]

Hey, this account is set to autopay the mobile bill every month. This month the credit card attached to the service was damaged and had to be replaced. I then got a notice that my autopay payment failed. I've received my new card and it's identical to the prior one, down to expiration date and CVV. Yet when I try to enter it, I'm greeted with a "Oops! Something went wrong. The credit card is not valid. Please verify the information you entered and resubmit." message. My bill is due on the 23rd, so running out of time, I tried to use my spouse's card. Same exact message. Doesn't matter if we try it on a PC or the mobile app. An autopay bill for a different service tied to her account was just received hours ago, so I don't think our cards have been deactivated or something.

[VirginPlusAntonie · Accepted solution]

Hey there @taman , 

Welcome to the community and thanks for your post. 

We can understand your frustration when trying to update your card details and it doesn't work. While it would be hard to determine the cause on community, here are some possibilities:

• Typos: Double-check the 16-digit card number, CVV security code, and expiration date.
• Virtual Wallet: If you copy & paste your cards details from a Virtual Wallet it may not be recognized. 
• Abbreviations: Spelling differences like "St" versus "Street" can trigger an error.
• Billing Address: The street address and postal code must match your bank's file precisely.
• Inactive Card: New or replacement cards require activation before online use.
• Blocked or Frozen: Banks freeze cards when they suspect unusual online activity.
• Browser Cache: Outdated cookies or temporary data can disrupt payment page forms. A quick way to resolve this is to clear your browsers cookies and cache and to try again.
• Session Timeout: Leaving the payment page open too long can invalidate your entry.
• Outdated Browser or App: Make sure that you're using the most up to date version of your web browser and/or app.
• Web Browser: When using a web browser, if you notice any type of issues, you can attempt the action on a different browser (Chrome, Edge, Safari, ETC.). Another trick would be to switch your browser in private/incognito mode.

Give those a try and keep the community updated with the results.