Group plan - not able to add new sims

[Alvarod_3293145]

I have been trying to add new sims to a group plan for the last 10 days . I have had no help from customer services chat despite several conversations. Originally I added 3 sims to my account (owner) but every time I get through the payment verification it tries to submit but then comes up as an error to try again or contact customer services. I have activated my sim and the 3 on the group. These are all working fine (plus transfer of old numbers) and are now in use. I have tried everything from clearing the usual browser /cache history etc. Deleted bank details and added them again etc. I have even left trying over the weekend in case there was some kind of glitch/loop but to no avail .  I have even phoned my bank twice and obviously there is nothing stopping payments going through. I have also tried to set up another owner account but this doesn't work either. We only have one payment method. 

I have been extremely disappointed at the lack of technical knowledge on the web chat even when I have had to explain everything several times I am not getting any answers or reasons.

Has this happened to anyone else? Thank you

[MSF]

@Alvarod_3293145 Just to check.........

When you log into your Account Dashboard, it shows your initials in a circle at top right hand corner. Are you clicking on that and then choosing the relevant sim before attempting any transactions?

[Alvarod_3293145]

I have explained what my problem As I said I have tried everything and followed all relevant instructions. It is still not working. I have made two complaints and no-one has contacted me either. Customer services webchat has been long and frustrating as there has been no answers as to why this error keeps coming up,  I need to get these sims added and set up asap but no matter what I do it is coming up in error. I am now trying to look at alternative provider and will need to move the 4 we do have set up moved. 

[MSF]

@Alvarod_3293145 Indeed you have explained, but I'm still not certain that I fully understand.

You have added the three sims and they are working - correct? If they are working, then they have current Smarty plans in place and each account shows a current payment method I assume.

Please can you explain again why you are trying to change any bank details - sorry if I am being dim here.

[Alvarod_3293145]

I have 4 sims - One owner and 3 on a group plan. Payment method is the same for all of them as it is a group and is on auto-renew.

On the various webchats I had I was given different solutions to resolve the error one of which I was told to 'remove auto-renew' and then delete bank details. Then to re-add them which as I say above I did re-add them I did not say I changed the details? To do this it required a verification code so I know the bank details are all correct. And as I also say I spoke to the bank and there is nothing stopping the payment going through. 

All details going through the 'add new sim' to a group plan are all accepted and it goes through the bank verification code part but it is then it comes up in error. And as I say we do not have another card (as the point of creating the group is for business purposes). 

Is there a technical person I can speak to . Has this happened to anyone else? 

[MSF]

@Alvarod_3293145 There is no technical person - we are all volunteers and customers on this Community Forum.

If the existing sims already had Smarty accounts, they would need to change their own bank details if and when they wish to. Joining your group would have been via your  invitation.

If you added new sims, did you inadvertently add them as Nickname sims?

[Alvarod_3293145]

No the 4 sims I added were all new and a PAC code used to transfer from another provider. Bank details on a GROUP PLAN are the bank details added under the owner of the account and cannot be changed. (it clearly states this when choosing the payment details during the process of adding a sim). No nicknames were used all 4 sims are under the individuals name .  

[MSF]

@Alvarod_3293145 So they all work correctly? Are you trying to add more than the original 4 sims now? Is it more than 8?