Unable to pay invoice online

[Kuki]

I was paying my bill using my Visa card without any problem from Dec 2021 - April 2022. Since May suddenly the Bell system does not like my card and tells me there is an error.  My card works for all other utilities except Bell.

I contacted (via phone several times), customer service and they are unable to  help.  They want me to pay via bank which is not a preferred option.  Its bypassing the problem.

Bell, please provide a solution.

[WelshTerrier]

It looks like you have limited choices in how you can pay your bill. It appears that payment via a credit card is no longer an option open for your bill payment.

You can switch to Pre-authorized bank account payments on MYBell One Bill using you bank or you can choose to  Make one time bank payments monthly on MyBell One Bill

There are other options open to you such as:

1. Setting up Bell One Bill as a payee with your financial institution
2. Paying in person at youir local bank
3. Forwarding a payment to Bell by cheque, etc.
4. You can also give Bell Customer Service, accounts & billing a call: 1 866 310-BELL (2355) or #611 from any Bell mobile device. They may be able to explain everything to you and offer up further suggestions.

Payments made by any other means such as through your bank whether it is in person, online, or via a financial institution application must be cleared by the institution before the funds are forwarded to Bell. This can take upwards of 3-5 business for the bank to complete & 1-2 days further days to forward to Bell to credit your account. All bill payments must be received by Bell by the due date in order to avoid late payment charges. You should keep this in mind when you choose your preferred method of payment.

[OldRetiredTar]

When I try using my TD Visa credit card the online payment screen says my credit card is not valid. How do I pay my bill online?

[WelshTerrier]

Have you tried paying your bill using MyBell with a web browser? 

Open any web browser. Login to MyBell. Select > Make a payment > Select > Pay by credit card > Fill in the appropriate information. > Select > Continue to review > Follow the prompts to complete the transaction.

If after completing all of these steps & your payment will not complete, then you may wish to contact your credit card company to confirm there is no problem with your account.

FYI Only!

Is your device iOS / OS up to date? All apps current? Have you tried doing a full reboot your device? This in itself can solve a multitude of issues.

Let us know if we can provide you with further assistance.

Take care.

[Manpreet singh]

I was trying to setup pre authorized payments through amex card but the app is saying invalid info. Tried 3 4 times. Amex has 15 digit number and it requires 16 numbers how to set it up…

[WelshTerrier]

How are you entering the card information? Are you entering the information manually?

For safety and security, your credit card information (name on card, billing address and identification numbers) must be entered manually and cannot be copy and pasted.

There could also be a problem at the AMEX end with respect to the credit card Account number, Holder name, Expiration date, CVV security code or credit limit. You may need to contact AMEX customer service to reconfirm this information.

Give this a try and let us know.

Take care.

[Manpreet singh]

Thank you for your reply. I entered the details manually but it didn’t work. Tried on website too but no use.

[BellAntgio]

Hi there, @Manpreet singh ,

Welcome to the Community and thank you for your post.

We wanted to check in and see if you were still having issues with your American Express credit card. If so, could you confirm a few more details for the Community to be better able to assist;

• Have you been able to pay with your AmEx card previously?
• Does your card work fine with other vendors and businesses?
• Are you able to try with a Visa or Mastercard credit card to see if those work instead, if possible?
• Are you trying to set it up via the MyBell app, or in a web browser? If you haven't tried on one of the two, we ask that you give it a try.
• Have you tried clearing your cookies and cache and tried again?
• Make sure your pop-up blocker is fully turned off.
• Try in incognito mode.
• Try a different browser.

Let us know if you were still in need of assistance.

[morrisbg]

I can't use my BMO Credit card to top up b/c it does not have 16 digit code. only 15 how to get around this?

[WelshTerrier]

Good Day & Welcome to the Bell Community Forum

How are you entering the card information? Are you entering the information manually? BMO credit cards have 16 digits. I would suggest that you contact your credit card company.

Understanding Credit Cards: The Complete Guide - BMO Canada

Topping up and managing your Prepaid account

Topping up and managing your Prepaid account : Adding funds with a top-up card (bell.ca)

Take care.

[BuffaloKid]

Why can't I pay using my US-VISA credit card?

[WelshTerrier]

Good Day.

Thank you for posting your question. This is a peer-to-peer website. Decisions on methods of payment are not within the scope of being solved on the Bell Community Forum.

There is little we can do to assist in changing the forms of tender that are accepted at Bell.

 You can pay with Visa, Mastercard and American Express. You can also choose to pay your bill by setting up Pre-authorized credit card & financial institution payments on MyBell.

Take care.

[dks]

While I can't find it explicitly in the service contract, Bell can reserve the right to refuse a payment type; in this case a credit card not drawn on a Canadian bank of financial institution. 

[BuffaloKid]

Thanks!! I misunderstood the wording of the service contract. Having said that, the wording is not "crystal" clear for ALL situations or scenarios.

[EricP]

The other case / problem I got was where my Credit Card that was in the profile but was expiring. I tried re-entering my new card in the Credit Card UI, but got the "Invalid card error" was raised - generic error.  It looks like I was not in the proper "update your card information" flow .  The flow to update an existing expired card was not that easy to find. 

I would suggest Bell DevOps team to

1- Change the generic misleading error message raised if you try to re-enter a card that stills exists in the profile. (Expired one vs. New one)

2- Clarify/Simplify the update your expired card information process in the UI. (Present a tile that would trigger an "Update your card information" Wizard workflow... Not to mislead with the saving of a new, never used/saved in MyBell account)

My 2cents 

[BellKris]

Good morning @EricP.

Thanks for your post, and your feedback! We've passed along your input to the appropriate team for future consideration. 🙂

Best wishes.

— Kris