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I’ve been trying to order an iPhone and when I confirm and order it,

Started by: liyana_a
On: 11/01/2019 | 20:18
Replies: 11
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by: liyana_a
on: 11/01/2019 | 20:18

It says my bank has declined my card. What can I do to resolve this

Message 1 of 12
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by: madg00se
on: 11/01/2019 | 20:35
It's not only you I have been trying to purchase a pre-owned Samsung Galaxy S7 Edge and have had the same issues. I have contacted my bank a card provider and they have confirmed that there are NO issues at their end! Having emailed an GG agent they explained "Terry here from the finance team. I have had a look into this for you and it looks like an issue at our end has been stopping the payments. You'll be pleased to hear I have now managed to put a fix in place that will allow you to use your card going forward. It can however take about 20 minutes for the fix to kick in.

Please be sure to use the card ending XXXX and you should have no problems. These precautions are in place to combat any potential fraud issues which I'm sure you can understand but I'm sorry for any inconvenience this may have caused."

I have then tried to comp-lete the purchase as instucted but recieved this message, "Unfortunately, due to an error in our system we were not able to process your order. Please try again in a few minutes by visiting our phones range page."

AT LEAST THE BANK IS NOT GETTING THE BLAME THIS TIME!
Message 5 of 12
by: natty88
on: 11/01/2019 | 20:24

' @liyana_a it could be that your card flagged the security system i would suggest inquiring with the agents to double check via here 

 

Click on phone queries then use the how can we help box and explain 

 

contact the agents 

 

 

https://community.giffgaff.com/t5/using-giffgaff/when-to-contact-an-agent/ta-p/9114714

 

 

remember allow from a few hours up to a maximum time of 24hrs for agents replies which will show here when logged into your account 

 

http://giffgaff.com/support/questions 

 

Remember agents work from 8am until 11pm daily 

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Message 2 of 12
by: bilal86440
on: 11/01/2019 | 20:33
@liyana_a
Start by clearing your Web browser cache, cookies and history by following the steps in this https://community.giffgaff.com/t5/Tips-Guides/How-to-clear-your-browsers-Cache-Cookies-and-History/t... link

If the problem persists, please log out of your giffgaff account and use an alternative Internet browser e.g. Google Chrome , Internet Explorer , Mozilla Firefox are some examples and then try again.

Also, it’s worth checking out this https://community.giffgaff.com/t5/Tips-Guides/Credit-Debit-card-Issues/td-p/3621481 thread on common Debit/Credit card payment problems

However, if you have tried the suggested steps above and still having issues buying a phone please get in touch with a giffgaff agent to investigate as it might be an account related issue.

To contact a giffgaff agent you will need to fill in the agent form here https://support2.giffgaff.com/app/ask/Phones/Buying-a-phone/form/

It can take up to 24 hours for a giffgaff agent to respond (agents work 7 days a week from 8am to 11pm).

You will see when an agent has replied in the "Messages: From Agents" box which can be found half way down the right hand side of your "My Giffgaff" page or you can access it direct here https://giffgaff.com/support/questions
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Message 3 of 12
by: liyana_a
on: 11/01/2019 | 20:34
Thank you so much, this was much appreciated.
Message 4 of 12
by: madg00se
on: 11/01/2019 | 20:35
It's not only you I have been trying to purchase a pre-owned Samsung Galaxy S7 Edge and have had the same issues. I have contacted my bank a card provider and they have confirmed that there are NO issues at their end! Having emailed an GG agent they explained "Terry here from the finance team. I have had a look into this for you and it looks like an issue at our end has been stopping the payments. You'll be pleased to hear I have now managed to put a fix in place that will allow you to use your card going forward. It can however take about 20 minutes for the fix to kick in.

Please be sure to use the card ending XXXX and you should have no problems. These precautions are in place to combat any potential fraud issues which I'm sure you can understand but I'm sorry for any inconvenience this may have caused."

I have then tried to comp-lete the purchase as instucted but recieved this message, "Unfortunately, due to an error in our system we were not able to process your order. Please try again in a few minutes by visiting our phones range page."

AT LEAST THE BANK IS NOT GETTING THE BLAME THIS TIME!
Message 5 of 12
by: peasy2
on: 11/01/2019 | 20:51

I'd try  Argos card  out  would  be  a lot simpler lol!

Message 6 of 12
by: liyana_a
on: 11/01/2019 | 20:57
Hey thank you so much for your response, it is very much appreciated. I have now contacted an agent and I am waiting for their response. Hopefully it will work!
Message 7 of 12
by: natty88
on: 11/01/2019 | 20:58

@liyana_a happy to help out enjoy your evening 

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Message 8 of 12
by: liyana_a
on: 11/01/2019 | 21:00 edited: 11/01/2019 | 21:04

Just wondering did you ever get the phone @natty88

Message 9 of 12
Highlighted
by: liyana_a
on: 11/01/2019 | 21:02 edited: 11/01/2019 | 21:29

@madg00se Did you ever end up getting the phone 

Message 10 of 12