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Unable to complete the order - transaction failed

  • 28 September 2020
  • 7 replies
  • 204 views
E
Rank

Hi, 

 

I am trying to buy a SIM card but your transaction service inform me that the transaction failed while taking me 0,01 cents each time I valid the order.

I don’t understand why the payment service reject my debit card while taking me money on my account by direct debit…

Thank you for your answer, 

 

Emma

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Best answer by Rory 3 October 2020, 14:21

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7 replies

Mohammed
Rank
Userlevel 7
Badge +10

Hello @EmmaD,

Are you purchasing with a UK bank card/account that matches the billing details of the account holder for the iD contract?

The 1P is taken as a verification check prior to the order even being processed.

 

Mohammed

 

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E
Rank

Hi Mohammed, 

Yes I am purchasing with my UK mastercard wich match the details of the account. 

 

Will
Rank
Userlevel 6
Badge +8

Hi @EmmaD,

 

Does the delivery address match also?

 

Will

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
E
Rank

Hi Will, 

 

Yes the delivery adress match. I don’t understand why it doesn’t work

Rory
Rank
Userlevel 5
Badge +6

Hi @EmmaD, are you still having issues with this? I can only recommend double checking that all the details are correct. Failing that, could you try using a different browser and/or device when placing the order?

Also, just to double check, since you mentioned the word ‘cents’, are you based in the UK? You’ll need to be resident in the UK, and also have lived here for three years if your order requires a credit check.

 

Thank you,

Rory

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.
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Rank

Yes I am based in the UK since a few months. Thank you for your help I will try with another credit card. 

 

Best regards, 

 

Emma

Rory
Rank
Userlevel 5
Badge +6

Hi @EmmaD, you’ll need 3 years of UK address history to take out a SIM-only deal; since you’ve only been here a few months, I’m afraid we won’t be able to help. You’d only be able to get a Pay As You Go SIM.

Sorry to disappoint.

 

Thank you,

Rory

I hope I was able to help you with your question. If my answer resolved your issue, then please mark my answer as ‘Most Helpful’ using the button below the message with the answer.

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