Location doesn't match billing address

[chantelmurda]

when d2d switched to being an online feature, i had the same issue. instead of using google chrome browser, i switched to the samsung browser on my phone and it worked.i would suggest trying a non-google browser.

[kit52]

I, too, used D2D several times, starting when you had to scan the cover of the DVD and now with using your phone. Never had a problem till now. Even tried changing the browser in my Galaxy S22 as someone in another thread suggested, no luck. Have gone back and forth with customer service since last September, sending photos of the disks, etc. Each time they say they are elevating it to a higher level of support, but nothing is done to remedy this. I am convinced they don't know how to fix it. I've given up!

[kmaples]

I wanted to share my experience on here in case it may trigger any kind of response from Vudu, or if anyone else has has run into the same thing when moving into a new construction.

I moved to a brand new construction in mid-November 2022. I ran into some issues with other companies and websites where I couldn't update my address to my new home until it was registered with local 911. I did that. I got it synced up with the USPS and I've updated all other billing, shopping, etc. accounts. My credit card on file with Vudu matches the address where I currently live. However, when I attempt to do a D2D conversion it gives me the location doesn't match billing address message.

I've reset my phone to factory settings, set it back up to allow all location settings, cache, etc. back to original settings. This was how I finally managed to get my credit card to at least register as being on file for D2D use.

I have run into some issues when searching for my address online it wants to default to another town name (about 4-5 miles down the road), but my address on file with 911, USPS, other companies, on my deed, house closing paperwork, etc. all match the address I have on my credit card on file with Vudu. Not the town Google Maps want to default to. The only thing I can think of, is when I google my address, it defaults to the town name that is not correct. So, I submitted an edit request to google to update the address to the town name for my actual address. I've also moved the pin to a slightly more accurate location of my house on the property. This is the only thing I can think of that may be throwing mine off.

I emailed Vudu in late December, got an initial response asking for more info. I supplied that. A week or so goes by, I follow up. Get a response that they're escalating, and then radio silence. Going on six weeks now since my initial email and on offer of support other than asking for more info and claiming it's getting escalated. It would be great if Vudu could somehow confirm where their system thinks I'm at.

I also emailed Vudu support back in the summer when I redeemed a digital copy that stated HD redemption and it only gave me SD and got zero response then too. Needless to say their customer support is severely lacking.

Feel like my last resort if Vudu never responds is to take another credit card, update the billing address on it to a family's members house, and use it for my Vudu account. Then attempt a disc conversion that way. That would be a pain, but I don't know what else to do. I feel like I've moved to a property that exists in a black hole.

[jgb86]

I also cannot get the Disc 2 Digital conversion to work and continually get "location doesn't match billing address." I have used Disc 2 Digital many times in the past, but in June of this year we moved to a different house. I've updated every billing address I can find to update with VUDU and all payment methods. I've removed payment methods and re-added them entering the updated address. I've chatted, emailed, and spoken with VUDU support many, many times at this point. My last correspondence was on September 16th where they asked me to send them images of the a movie I'd like to convert - not sure how that relates to my address, but I complied. Although their emails say they will respond with in 72 hours, it has now been 9 days. As many people as appear to have this problem, I'm really stumped why VUDU's customer support can't get us a solution. This problem, and perhaps their customers in general, must not be much of a priority.

[ked2313]

I have always had this issue. I have called customer service 2-3 times and give me the same steps everytime that don’t work. Transfer me to a “tier 2” technician who reads me the exact script the first technician had with steps to fix it. When that obviously doesn’t work they say they are sending the issue to a higher-up and will get back to me within a week with a resolution. I have NEVER received another email from anyone. Yet EVERY TIME I attempt to do this I get the same message. My location pin on google maps is EXACTLY in the same place as my billing address is pinned. 5 digit zip code, 9 digit zip with a hyphen…doesn’t matter. Can someone out there PLEASE actually help me?

[colofan]

Still having this issue that started today for me.....not sure what the issue is

[philip964]

So I went to my office and matched up my location with the map symbol of where I was per the map app (both apple and google) I ended up going out on the roof of the building to be perfect.
Still didn't work gave me the error message the my location and billing address did not match. In the beginning when I logged in I got a green check mark in each box that seemed to show I was ok to proceed. So now I don't know what to do.

[philip964]

Ok so my billing address must match my location. So I need to go to my office to make this work?

[drkltus]

I don't know what "backend" changes they made, but whatever it was fixed my issues.

[GalaxyTechReview]

We have made some changes on our backend that should resolve the issues you were having converting your DVDs with our mobile disc-to-digital program. Please try scanning your DVD in about 24 hours to allow the changes to take effect. You might need to reboot your device to clear any cache from our mobile app.

This is the "canned" response I got for my issue as well.. This is after calling their customer service logging a ticket and getting elevated to "level 3" support... :/

[MOV1eFan]

Hello, i have the same problem. It was working weeks ago, now i wanted to scan some more discs and now i'm getting that error. How can i fix the "radius" thing so i can try if that help?

[Micah_F]

Just started happening to me today after 3 years. No luck

[Rainersnow]

I am getting the same message but I have confirmed my billing address is correct and I’m definitely at home.

[drkltus]

We have made some changes on our backend that should resolve the issues you were having converting your DVDs with our mobile disc-to-digital program. Please try scanning your DVD in about 24 hours to allow the changes to take effect. You might need to reboot your device to clear any cache from our mobile app.

Thank you. It works again.

[FelipeF]

We have made some changes on our backend that should resolve the issues you were having converting your DVDs with our mobile disc-to-digital program. Please try scanning your DVD in about 24 hours to allow the changes to take effect. You might need to reboot your device to clear any cache from our mobile app.