TfL: adding contactless card to account fails


(Alex Savin) #1

Currently when trying to add Mondo card as contactless card into TfL account for tracking journey history and charges (which are not really transparent and sometimes baffling) - TfL site will fail with following error:

“Sorry, your card could not be added. Please ensure the card details you provide are correct and the address you enter is exactly as it appears on your payment card statement. If you continue to experience this message please contact your card issuer as there may be a problem with your card.”

Maybe they just don’t support prepaid cards?


TfL 'contact issuer'
(Tristan Thomas) #2

Hey @AlexSavin, it should definitely work - I have mine added in there. Did you definitely put in the correct address? If it continues to fail, let me know and I’ll check into it on our side :slight_smile:


(Rika Raybould) #3

Having the same problem here. I believe it may be issues at TfL as Oyster cards aren’t showing up under the account page either.


(s.huerholz) #4

I just tried adding my Card that i got yesterday and it worked without a problem. Just wanted to let you guys know.


(Alex Savin) #5

There is also another issue - I recently moved house and it seems there is no way of checking what my current registered address with Mondo is. Or what is my name on the card.


(JoeO) #6

Just tried adding mine and it failed too!


(Alex Savin) #7

Hi - can you check on your side what is my address / name on the card? I just tried adding First Direct debit card and that worked fine, but not Mondo card.


#8

Hi. I’ve tried a couple of times over the last few weeks and mine fails like this too.


(Asher) #9

Mine was failing, contacted Mondo via the app and it turned out I’d typo’d my postcode during the rush of signing up - I imagine you’re all in a similar state with either the name or address being wrong.

You’ll need to contact them using the app to check / change it - had to give them current and desired details for verification, but was all done in 20 mins.

Had to wait a further 12 hours or so before TfL would accept the correct, updated details.


(Rika Raybould) #10

Just to update, talked to @tristan through in-app support and my postcode “wasn’t linked to the card” so if you’re having issues, it’s probably something like that.

Seems to be affecting a few people so hopefully the root cause can be found and solved too.


#11

Thanks. I just did the same and apparently my “postcode was missing” as well. Registration on TfL then worked immediately.


(Vincenzo Candela) #12

Same problem here. Tried a couple of times but with no joy. I dropped few lines in the in-app support as well.
Many thanks


(Ben Kingsnorth) #13

Hi, I’m currently trying to add my new Monzo card to my TFL Contactless Cards on my account and am getting the below error message,

"Sorry, your card could not be added.

Please ensure the card details you provide are correct and the address you enter is exactly as it appears on your payment card statement. If you continue to experience this message please contact your card issuer as there may be a problem with your card."

I have checked the address is exactly as stated in the app. Could you please advise if this is an known issue still?


(Naji Esiri) #14

Hey @ben.kingsnorth - there’s a pretty straightforward fix for this :slightly_smiling_face: If you reach out via the in app help, one of the team will be able to get this sorted for you :+1:


(Toby Kinder) #15

I’ve followed all the advice I can find on here, but every time I try to register my card with TFL, I get a message saying ‘sorry, your card could not be added’. I’ve tried this on my laptop and from my Samsung Galaxy. Is this because there is no name on the card? Any suggestions?


(Alex Sherwood) #16

This is probably your best bet -

if that’s not the issue, I’d recommend contacting the support team via the in-app chat.


I’ve moved your post here to keep all of the information / advice about this issue in one place.


(Nicholas Fitton) #17

I was hoping to connect my monzo card to my TfL account so that I could track my travel and use the report to claim back for work expenses, however, I wasn’t able to add the card, do anyone know the particular reason why? TfL did an active card check which appeared in my monzo home page.
The addresses for monzo and what is entered into the TfL page match
Any suggestions?
Thanks in advance!


#18

I’m having the same problem as a few of the previous posters. I just keep getting the message:

'Sorry, your card could not be added.

Please ensure the card details you provide are correct and the address you enter is exactly as it appears on your payment card statement. If you continue to experience this message please contact your card issuer as there may be a problem with your card.’

along with an active card check notification.

I’ve tried contacting tfl but haven’t had a reply as of yet and thought I’d check whether anyone could shed any light?


#19

I’m having the same problem. My address matches and I have tried all combinations of my name / number on the front of my card. Anyone had success recently?


#20

I added mine at the start of the year and haven’t had any problems, my Oyster was also registered to a different address interestingly and didn’t impact the registration. Probably best to ask in app for help, good luck!