Forum Discussion

AzimKam_2888468's avatar
AzimKam_2888468
SMARTY Pioneer
04-01-2025

Unable to renew or change my plan

My package was expiring today and it wasn't on auto renew.

Now I with app, all types of browsers, clearing cache and cookies as advised by helpline, different payment cards, I can not renew it or change it and unable o use any voice or data. 

Whenever I proceed with renew or change plan, proceed with payment, otp recieves from bank, but it never gets deducted and following error messages appears:

"Sorry we couldn't process your request, check that you have completed each field correctly and try again"

Very frustrating as can not use phone except on WiFi.

Any solution?

  • Thanks in anticipation.
Auto-Renew
Chaning plans
Customer Support
Plans

4 Replies

  • Alasdai_1154096's avatar
    Alasdai_1154096
    SMARTY Pioneer
    28-06-2025

    same here - changed banks and everytime i try to pay the smarty app says ‘oops there ewas a problem’. not exaclty informative. 

    • RachelM_7667's avatar
      RachelM_7667
      SMARTY Moderator
      29-06-2025

      Hi  Alasdai_1154096,

      We completely understand how frustrating this can be ! We're sorry this has been causing you trouble. If you have recently changed banks, we recommend removing the old payment method before updating the new one. 

      Follow these steps to remove and update your payment methods:

      1. Head to your dashboard and click Account settings

      2. Then payment settings

      3. Untick auto-renew and Securely store your card details for future payments

      4. Save these changes by clicking Update payment settings

      5. Now, no details are stored so you can go back into your payment settings and enter new details

      6. Remember to click auto-renew and Securely store your card details for future payments if you want your plan to renew automatically each month! 

        I hope this helps!

        - Rachel 

         
  • Christo_2756204's avatar
    Christo_2756204
    SMARTY Rookie
    09-01-2025

    I'm having the exact same problem. Debit card to 3dsecure to error message. Bank nationwide says they verify the amount and don't complete transaction. Spent over 16 hours with Smarty not so smarty pants support on this. They suggested topping up with pay point, which I managed to do today but the same message. Will have to try the merry go round again tomorrow

  • MSF's avatar
    MSF
    SMARTY Guru
    04-01-2025

    AzimKam_2888468  Have you checked with your bank to see if an attempt has been made to take payment?