Question

upgrade issue

  • 28 March 2020
  • 3 replies
  • 81 views
M
Rank

I've been trying to upgrade my phone all day and it keeps telling me I cannot change my information even though I've not tried to. Where am I going wrong? 

3 replies

Ryan
Rank
Userlevel 6
Badge +10

Hi @MummaK90,

I am sorry to hear about this! When you go to upgrade, any details that we require must match up with the ones that we already have for you; particularly your name and address. Has any of this changed at all? If your address has changed then you can log into your account online to ensure that everything still matches. Sometimes even writing the door or flat number can throw things off if it’s been entered in a different format.

Ryan

I hope I was able to help you with your question. If you found my answer helpful or if I was able to answer your question, please mark my answer as ‘Most Helpful’ and 'Like' my message using the button below the answer.
M
Rank

Hi @Ryan. No, no information has changed and I didn't type anything in as it was auto filled from my account details. 

 

Ryan
Rank
Userlevel 6
Badge +10

Hi @MummaK90,

Thanks for getting back in touch. Does the address that we have on your account exactly match the one that the bank has registered for your payment card?

Ryan

I hope I was able to help you with your question. If you found my answer helpful or if I was able to answer your question, please mark my answer as ‘Most Helpful’ and 'Like' my message using the button below the answer.

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