Payments on Fido are facilitated by Stripe, an international payments provider.
Stripe will accept major credit and debit cards.
You will be required to enter your card number, expiry date and security code (usually from the back of the card).
In some cases, at the discretion of your card's bank, you will be asked to enter additional confirmation of your identity.
Stripe will not share any of this payment card information with Fido.
Stripe merely interacts with your payment card's bank to transfer and confirm a payment to Fido.
Problem : spinning arrow
If you find that after submitting your card details, the payment does not proceed and you are left looking at
a spinning arrow, try the following:
If you are using "private browsing" (also known as "Incognito" and "InPrivate"), try using an ordinary browser window.
Neither Fido nor Stripe engage in the collection of user data other than that which is essential to provide our services,
so you can be sure that it is safe to use an ordinary browsing window.
Use a modern browser, such as Chrome, Firefox, Edge or Safari.
Do not use Internet Explorer, which is an old browser that is no longer supported by Microsoft.
Avoid using an employer's network, which may have certain security settings in place to protect the employer's
data within the network, and which may impact the processing of payments across the network.
This also applies to using your employer's network remotely (e.g. a VPN for working from home).
Use a reliable network, to ensure that there are no failures in communication between your device and the payment processors.
Disable ad blocking browser extensions when visiting the Fido site.
There are no advertising components on the Fido site, so the ad blocker would have nothing to do, but some ad blockers can
aggressively interfere with Web pages and could accidently break something.
If you follow the suggestions above and still experience being stuck at the spinning arrow, contact our help desk
to get assistance, mentioning the chip ID (where applicable) and describing the Web browser/device you are using.
Problem : payment refused
Your bank may refuse to accept an online payment for many different reasons, including:
Insufficient funds. Debit cards are especially prone to rejection as they need to have enough funds to cover the payment.
Expired card. Your card may have expired and is no longer accepted.
Incorrect credentials. The security details you have entered are incorrect. Repeated attempts might cause the card to be blocked for longer.
Security block. Your bank may decide that the payment is unexpected, and out of an abundance of caution is blocking the payment.
In these cases you should contact your bank to resolve the problem.
Problem : don't have a supported payment card
While Stripe accepts a number of major payment cards, the list is not exhaustive.
If you do not have payment card that is supported by Stripe, contact our help desk for assistance.