Hello,
Thank you for contacting the support, and sorry for any inconvenience that might have been caused due to that.
Please ensure that your payment method supports the following:
– Payments in USD $
– Supports subscription-based payments
– You are not using a prepaid card
– International payments are turned on
– Your IP is not a Proxy, or you are using any VPN or hosting service
If everything from the above is enabled and working, you can also try using a credit card instead.
You can also call your bank and ask what’s stopping the payment from going through and request them to approve it on your end.
Looking forward to helping you.
P.S. Please send a screencast as well if the issue persists. You can use a tool like Loom.
Hi,
we have checked every troubleshooting factor you mentioned above. we also tried making the payment with another card(debit card). still, it is showing an error.
Hello,
Apologies for the inconvenience.
Could you please share the last 4 digits of your card along with the first and last name you used while trying to make the purchase so we can check our system?
You can share them in the sensitive data section so no one else but our team can see it.
It is completely secure, and only our support staff has access to that section.
Looking forward to helping you.
Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
We have heard from our Accounts team and as per checking, the payment was declined.
Please talk to your card provider, since you are making a new purchase, the new RBI guidelines for standing instructions do not apply.
Could you please talk to your card provider and then try again?
Alternatively, you can use PayPal or AmazonPay to make the payment.
If you still have any questions, just reply and we will be more than happy to clarify any doubts you might have.
Hope that helps.
we also used other 2 cards, can you please check that as well
Hello,
Our team verified that all transactions were declined and noted that you tried to use the card 12 times. It is possible that your card provider flagged the transactions due to multiple failed attempts.
Please contact your card provider about this. Alternatively, you can also contact our payment processor, FastSpring to get more details about the transaction. You can connect with them via this form to get assistance: https://fastspring.com/consumer-support-form/
Or via this email address: s******@f*************
If you still have any questions, just reply and we will be more than happy to clarify any doubts you might have.
we also tried through amazon pay, but there is also getting an error. and may I know why can’t you talk to FastSpring support as you are losing business because of this payment issue?
Hello,
Sorry for the trouble and delay. For your security and protection, cardholders must contact the payment provider and their banks to ask about the reason for the declined transactions. They might need sensitive information that you can only provide.
We hope you understand and thank you for your patience.
If you still have any questions, just reply and we will be more than happy to clarify any doubts you might have.
Hello,
Since we did not hear back from you for 15 days, we are assuming that you found the solution. We are closing this support ticket.
If you still need assistance or any other help, please feel free to open a new support ticket, and we will be more than happy to assist.
Thank you.
