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Question

bisa secure payments being declined as mobile switch is thought false

  • 11 August 2024
  • 9 replies
  • 34 views

Hi - I have seen at least one other person have this problem and there is no satisfactory answer on the community. My verified by visa payments from my phone are all being declined and the bank says it’s because the phone switch to ID has not been done properly. Thanks for any help as this is really turning into a problem for me. Visa are declining every payment. Cheers 

9 replies

Tyler
Rank
Userlevel 5
Badge +6

Hey there @Kp57, thank you for reaching out.

 

We’re sorry to hear you’re having issues with your payments. Are you having issues via direct debit, or paying manually? Or both please?

 

Thanks,

Tyler

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
T
Rank

I’m having the same problem - I bank with Coop and they have said that there is a problem for customers with ID Mobile accounts.

The SIM provider isn’t sending the verification codes to mobiles, leading to the Verified by Visa system to decline the payment.

There has been a similar problem for Sky mobile users

https://helpforum.sky.com/t5/Sky-Mobile/Visa-Secure-issue/m-p/4661767

It affects any online payment with my debit cards which require the Verified by Visa / Visa Secure check.

It’s really frustrating - it worked fine with my old SIM provider before I moved to ID Mobile.

Kash
Rank
Userlevel 8
Badge +7

Hi @tpmcv,

Welcome to the Community!

It sounds like an OTP issue, please try the link below for troubleshooting methods.

https://community.idmobile.co.uk/troubleshooting-177

 

Kash

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
T
Rank

Hi Kash - 

 

Er … I’m not sure why you suggested that link as it’s just taken me to a page about posting items on the ID Community.

 

Not the most helpful response to the question!

 

(Also - what does OTP mean?)

 

 

 

Matthew T
Rank
Userlevel 7
Badge +6

Apologies @tpmcv, this is the correct link:

Thanks.

iD Community Manager
T
Rank

Thanks - this is a link to generic issues with SIMs, and doesn’t address the specific issue. It needs a techncial solution from ID Mobile.

 

(SOmeone from the technical team contacted me several days ago but nothing since.)

Matthew T
Rank
Userlevel 7
Badge +6

@tpmcv these aren’t generic steps, they are specific to OTPs. I’d recommend trying them, notably the Manual Roam has been effective for other customers. Thanks.

iD Community Manager
T
Rank

Hi - checking through in more detail I can see that I have done all of these things.

Also - my bank reported that other customers of theirs with ID mobile SIMS had reported a similar problem.

 

Matthew T
Rank
Userlevel 7
Badge +6

In that case @tpmcv, I’d check back with Live Chat who can view the status of your ticket with the technical team. Thanks.

iD Community Manager

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