Can't complete upgrade to new phone

[AB5445]

Telus app and telus website will not process the phone and phone plan I am trying to purchase. Both the telus website and telus app I get stuck at infinite loading screen at "Payment details

Check that your billing address matches your card's address." Will not process.

I confirmed my bank address matches my billing address, updated my credit card by deleting and re-adding, and my billing address is current on all accounts. I called telus and they could not help me but offer me the same plan and phone for way more than the offer I have available.

 

past that point.

[NFtoBC]

There are a few addresses that will not resolve, though they are few. Have you the possibility to go to a physical store?

I also wonder if the plan you have selected is not connected to the back end, which is why you are offered other plans when you call.

[dartkun]

Same here. Can't complete purchase, even though it's not an error with my card (I made a purchase on another site). As well as it's not an error with info not matching, I've checked it a dozen times.

Tested on multiple browsers, tested on app. Why won't you let me give you money Telus?

[TELUS_Support]

@AB5445 @dartkun Can you try it again in Incognito/private browsing mode?

[AB5445 · Accepted solution]

It was my VPN. Paused it for 5min and the transaction proceeded immediately. Resolved.

[dartkun]

Just did it again on private browsing, same error.

I pay my phone bill with the same user info / credit card, and I've purchased a phone from Telus in the exact same way like 3 years ago, so I'm not sure why it'd suddenly have problems.

[dru]

It might be too easy but would you be using a VPN? @AB5445 disabled his temporarily and the order started flowing.