"Undefined" Error When Inputing Amex Credit Card Number for Automatic Payment

[casperleung]

I'm currently in the process of setting up automatic payments using my Amex card. However, I've encountered an issue where, after entering my credit card number, the field displays 'undefined.' I've carefully checked my information multiple times and attempted different web browsers, as well as using the MyRogers app, but I continue to face the same problem across all these methods. I even visited a physical Rogers location in person, but unfortunately, they were unable to provide a solution to the issue as well.

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[ArshVij]

Did this get fixed? I am having the same issue

[casperleung]

It's still not working for me as of today unfortunately.

[Azeez1]

I'm having the same issue, it's really frustrating

[RogersZia]

Good evening @casperleung @ArshVij and @Azeez1,

Welcome to the Community!

We haven't been notified of any ongoing issues pertaining to auto payments. Can you guys please confirm if this is specifically happening with American Express cards or any other credit cards too?

What browser are you guys using? Have you tried to clear the cache and cookies and relaunch the browser?

Just need a little bit more info to assist you further. 

RogersZia

[casperleung]

Hi Zia,

It looks like the issue only happens with Amex cards on my end. I tried other cards like MasterCard and Visa, and they worked fine. I also tested different web browsers (Chrome, Firefox, Safari) and even used incognito mode to make sure it was not because of cache or cookies.

[delibaws]

i've been trying for a week, only amex is the issue, tried calling and rep had issue on their end as well.

[bmwmario]

I'm having the same problem. I had a Rogers rep on the line with an AMEX rep and they couldn't figure out the problem. The AMEX rep confirmed that my card was active and should be able to be set up. Rogers rep said to try back later and that she wasn't aware of any problems with AMEX cards. 

[delibaws]

I contacted RogersHelp on twitter, they sent me an intake form to do it manually and that form also had issues with AMEX number. So it's an issue on their end, The rep escalated it, but I do not know when it would be resolved ...

[jnesdog]

I'm having this same issue. Amex card gives me "UNDEFINED" error

[mef2]

I am also having this issue with using an AMEX on the automatic payments form. 

Support team had no workaround for me. They even said they can't escalate it without me entering the card information form, which is the exact issue in the first place.

I suspect it's a problem with their credit card validation logic, I have another AMEX of the same type that starts with "37" and it enters fine. The card with "34" returns "invalid".

Rogers please fix this stupid bug.

[bmwmario]

I sent an email to a contact at the Office of The President advising her about this issue and provided her with a link to this forum. Let's see what she comes back with. I'll update when I hear back.

[mymck]

I am having the same issue as of today. Called customer support and they were unable to assist. I have an AMEX starting with 34 as well. 
This is beyond frustrating.

[blkc]

Mobile app also doesn't work. The form is from some company named Sycurio so it is probably that company's integration is having issues.

[jennie5]

omg same problem, card with 34!!!

[saracali]

I am so beyond frustrated - I am actually dealing with this right now. I have been in contact with Rogers over the past week and have gotten NOWHERE! You can't say you take AMEX but then not have a system that reads the card!! I can't even get confirmation that an IT/Finance ticket has been opened to resolve this issue. I am now losing my autopay discount because they can't accept a card that they advertise to accept. @RogersZia is there any update on this issue? 

[bsmiley]

Following, I am having the exact same issue.  Rogers please help.

[bmwmario]

So I haven't received a response back from my email to the Office of the President sent on August 23rd. The email was sent to a specific advisor that I had a previous interaction with. I've followed up with phone calls and left her messages on August 24th and again just a few minutes ago. This is so frustrating and not the level of responsiveness I would expect from Rogers. Anyone have a line into someone more senior at Rogers who might actually care and do something about this??

[saracali]

A rep from Credit Ops called me back to try to apply the amex after their "maintenance" was complete on the system (Aug 28th). Still not working...this is clearly an issue with their payment system, yet they are refusing to even acknowledge it as an issue. I keep being told it is my card (even after advising of this thread demonstrating that multiple people are having the exact same issue!) By the sounds of it, Rogers is denying any problem on their end and choosing to be deliberately oblivious to a reported issue. It really isn't acceptable to not have a way for customers to pay with a method of payment that is supported!

[jamesaldea]

I’ve been having the same issue. Received my new shiny Amex with card # starting “34”. Tried chat and phone support no luck. I was passed from one agent to another and was told to call another time and that my card is the problem. I told them that the current card (which is also Amex) will be cancelled and will have no other means of paying my bills. I was transferred to another agent and this agent transferred me again and call was dropped. Will probably switch to another provider if no fix by the end of the month. Another competitor gave me a better deal.

[RogersYasmine]

(Post updated)

Good day, Community!

We really appreciate everyone's patience and input regarding this matter! Our back end teams are aware and we've been advised that a fix is being implemented soon. If anyone notices a change, kindly let us know! Thanks very much. 🙂

Kind regards,

RogersYasmine