BT Sport Monthly Pass - Problems with purchasing

[tgrn157]

A quick google search shows that I am very far from being the second person with this issue. It's been going on for months if not years. As others have said on this very thread (e.g. @Robger's post ), putting the onus on the customer to sort this issue is  embarrassing for BT. And saying the payment team is busy is a cop-out. Again, I don't mean to rail against you @DarrenDev - you're at least trying to come up with a solution, more so against those at BT that don't seem too bothered by this problem. 

[DarrenDev]

Other people have said the issue is now fixed for them - I need evidence of a CURRENT issue for them to investigate. They can't fully investigate every single user issue - there just isn't enough resource for that. As soon as the issue goes away, it becomes impossible to investigate.
I've added your name. That's all I can do.

[adamgrieve]

Hi Darren

Just to let you know, it is still an issue for me that I’d like resolved. I hope that by more people highlighting it, it will lead to a solution. Thanks so much for trying, it’s hugely appreciated.

Adam

[tgrn157]

Perhaps a silly question @DarrenDev , but is it possible to pay via bank transfer since the issue seems to stem from card transactions?

[DarrenDev]

@kingalingadinga @adamgrieve @tgrn157  (and anyone else specifically seeing payment declined):

Could I ask you all to please try again ASAP and make a note of the exact time. If it fails, please send me a DM with the BT ID you used, and the exact time it occurred - we should hopefully now be able to get enough detail from the logs.

[DarrenDev]

Further investigation has shown that we're rejecting cards that aren't issued in the UK or Ireland - part of the payment flow includes a request to the card provider to ask the issuing country. If that comes back as anything other than UK or Ireland, the purchase will fail.

This is by design, and cannot be changed. It doesn't matter if the card is now registered to a UK address - the process only cares about where it was originally issued.

If anyone is having issues with a payment card that was issued in the UK or Ireland, please let me know.

[kevinjablonski]

Yes, I believe I am having this exact issue. Same situation as the others, payments always rejected. I am an American living in the UK, with a Wise debit card attached to my UK address but not sure where it is considered to have been issued. Any help? Thank you.

[adamgrieve]

Hi Darren,

I am a UK citizen, with a UK bank and issued card - so I do not think this is the issue for me.

Adam

[DarrenDev]

Wise has been confirmed as one issuer who doesn't reply with UK when asked for the issuing country, I'm afraid. Which is weird, given they're a UK company.

[DarrenDev]

@adamgrieve now that we have the additional logging in place, it'd be great if you could try it again and let me know the email address and exact time.