Prepay top ups not working

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geoffwnz

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#310839 26-Nov-2023 10:52

Is there any way to top up a pre pay sim that doesn't involve either going to a store or waiting on hold forever?

Neither the App nor the website work for topping up a sim.

THe app hasn't worked for months, if not years.

You'd think this would be a basic function they'd get right in order to make it as easy as possible to take our money.

I'd like my alarm SIM module to continue working, so it would be really useful if I could actually top it up each year when the unused credit "expires".

MotorDrive Rallying

SpartanVXL

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#3164028 26-Nov-2023 14:46

You’ll have to ask why it doesn’t work for your particular sim, I am on prepay and the top up on website/app has worked every month from when they were Vodafone to One NZ (barring maintenance periods).

If it had a phone number you could try the top via txt option.

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#3164032 26-Nov-2023 16:05

@geoffwnz You need to look into why it is not working for that 1 number! What is the error message when you try to top it up?

geoffwnz

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#3164070 26-Nov-2023 18:46

Linux:

@geoffwnz You need to look into why it is not working for that 1 number! What is the error message when you try to top it up?

"Sorry, something went wrong. Please check to see if your card has been charged before trying again."

Turns out it also happens if I try self service on 777 and when the CSR tried it manually. He proceeded to blame everything that wasn't them, starting with "you need to upgrade your app". He had no answer when I asked what I was supposed to upgrade a fully up to date app with.

He then blamed my credit card and again had no answer when I suggested that a working credit card would be unlikely to be at fault. The attempt from the website got me a confirmation code text from the bank, so that one at least got that far but did not top up the sim. And no charges from any attempt showing.

Given it's located within the alarm module in a vehicle, it's tricky at best to get access to (I don't even know where exactly the module is other than "hidden under the dash somewhere", so when he sent an activation text to it he seemed confused when I couldn't, firstly, see the text, and secondly, couldn't/wouldn't put the sim in the phone I was talking to him on. *facepalm

In the app, it's showing as "Sorry, we couldn't get all of your information, please pull down to retry" on that number. All other numbers are fine.

Will probably go talk to someone in a store on Tuesday when I'm near one. Unless I can find and fish it out and put it in a spare phone to try it before then.

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geoffwnz

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#3164072 26-Nov-2023 18:48

SpartanVXL: You’ll have to ask why it doesn’t work for your particular sim, I am on prepay and the top up on website/app has worked every month from when they were Vodafone to One NZ (barring maintenance periods).

If it had a phone number you could try the top via txt option.

The sim has a phone number. I can't call or text "from" it though. Might look into text top ups if they can be done from another phone.

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#3164074 26-Nov-2023 18:54

@geoffwnz You can topup from ATM's and I can topup prepaid numbers 2degrees, OneNZ, SparkNZ, Skinny in the bnz app

Check out your banking App and see if it offers this option

geoffwnz

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#3164083 26-Nov-2023 19:10

Doesn't look like it from a quick scan through the ANZ app.

However, I'm not the only one having top up issues today. Mate posted on FB asking if anyone else was having prepay top up issues. So that does kinda start to point more towards a system issue than my particular sim. But will see how investigations progress.

Currently I can't get a response from either alarm which is concerning given one is still in credit and supposedly active.

MotorDrive Rallying