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ContactNow: Unable to top up
8x8 Support

ContactNow: Unable to top up

Symptom

Unable to top-up ContactNow account, I receive error message, or the top up does not go through.

Applies To

ContactNow

Resolution

Below are some common errors that you may receive when trying to top-up your account.

Note: Before proceeding, please make sure that your internet connection is functioning correctly. You can find more information on this in the technical requirements for ContactNow.

Visa verification screen is blank

If you are trying to top up your account but the Visa verification screen is blank or is not being populated correctly, your browser may have pop-up blocker enabled. Please ensure that pop-ups are allowed for the page and try again. Clearing your cache may also help to resolve this issue.

Fraud screen failed (Contact support)

Please make sure that the card details that you are using to top up the account are being entered correctly. These details must be the same as the billing details on the billing page on your contact centre.

Top-up pending or failed

In some rare cases, certain browsers will have issues when you try to top-up your account. This could be due to the browser’s cache being too full which can cause the browser to perform at a slower speed or cause errors. Please ensure that you clear your cache and try again. If this still does not resolve the issue, try using a different browser to top-up your account.

Cannot see the top-up option

Please see this article for further information regarding the visibility of the top-up icon.

Cause

  • Network/Internet connectivity is poor
  • Incorrect billing details being entered
  • Pop-up Blocker is enabled
  • Browser cache is causing performance errors on top-up page
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