Auto Renewal failed

  • Unknown's avatar
    scottfitzgeraldart · Member ·

    I follow your email reminder and click the link to auto renew my annual subscription and pay the $18.00 – a simple procedure. All my credit card info shows it’s accurate to proceed checkout. But a RED pop-up appears AT THE UPPER RIGHT corner asking to enter a FIRST NAME without a box to type the name, and the process stops every time when I try again and again even when I tried using the different credit card. It appears there is an accidental error in your program causing the red pop-up message as there’s no reason to require a FIRST NAME (whose? – domain owner’s or credit card owner’s (I’m paying for my husband’s website – scottfitzgeraldart). Please check and get rid of the red pop-up so I can just click to renew the subscription immediately. Many THANKS ! ~ Veronica C. (all information in your file remains the same and accurate.)

    The blog I need help with is: (visible only to logged in users)

  • staff-theo · Staff ·

    Hey Veronica,

    The form on the checkout page should have spaces for:

    Name on Card:
    Card number:
    MM/YY CVV
    Country Postal Code

    If any of those entries are not filled out, the red bubble will pop up and let you know something has not been filled out. If the name is not filled out, it will typically say, “Missing required Name on Card field.” I’m currently unable to replicate the “FIRST NAME” error, so more information might be needed.

    Can you please confirm that you’re checking out at WordPress.com? The checkout link starts out with: https://wordpress.com/checkout/, then it’s followed by your URL, and the plan you’re purchasing.

    If you’ve confirmed you’re checking out at WordPress.com and still coming across this error, which browser are you using? Just to be sure, make sure your browser is updated, and you’re using one of the browsers from this list: https://browsehappy.com/

    If you’re already using the most recent version of your browser, I’d recommend clearing your browser’s cache and cookies, then logging back in and submitting payment again.
    Clearing cache and cookies for Chrome: https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en
    Clearing cache and cookies for Firefox: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache

    I’d also recommend disabling any browser add-ons or plugins, since they may be interfering as well.

    I hope this helps! If you’re still running into problems, let us know, and we’ll look into this further.

  • staff-theo · Staff ·

    Hi Veronica,

    As a follow up, if this domain has already expired, it may be in the redemption phase, which is why you wouldn’t be able to renew it manually through checkout.

    For more information on domain expiration, redemption, and recovering expired domains, please see this support page: https://en.support.wordpress.com/domains/domain-expiration/

    I will tag this thread with modlook (https://en.support.wordpress.com/getting-help-in-the-forums/), and a Happiness Engineer will contact you as soon as possible to attempt to help you renew this domain.

  • Unknown's avatar
    gemmacevans · Member ·

    Hi Veronica,

    I follow your email reminder and click the link to auto renew my annual subscription and pay the $18.00 – a simple procedure.

    There are no upgrades owned by the account you are currently logged in to. Can you confirm the URL of the site you need to renew?

    Once I know for sure, I’ll be able to look into this for you.

    Thanks!

  • Unknown's avatar
    scottfitzgeraldart · Member ·

    The URL to be RENEWED is scottfitzgeraldart.com
    No upgrades for this account – just for auto annual renewal of $18.00 for the site. Everything is correct in your file. Please have a WP staff correct/remove the PROGRAM’S red pop-up message at the upper right asking for a FIRST NAME which is blocking the process to pay and checkout. Thanks – Veronica

  • Unknown's avatar
    scottfitzgeraldart · Member ·

    Answer to Scosgro: The domain is not expired until August 14 . No need to re-fill the card information as I’m using the same card in your file which is ready for checkout except blocked the RED pop-up message asking to enter a first name without providing a box to enter. Didn’t seem to have a reason for the request.
    Please review my previous messages with your staff/member.
    Thank you – veronica

  • Unknown's avatar
    timethief · Member ·

    @veronica
    Are you the same person as the person who registered this account https://en.forums.wordpress.com/profile/scottfitzgeraldart, registered the site at http://scottfitzgeraldart.wordpress.com/ under it, and purchased an upgrade by posting their personal private credit card information?

  • Unknown's avatar
    timethief · Member ·

    re: renewing upgrades

    You have to be logged in as Admin http://en.support.wordpress.com/user-roles/#administrator under the exact same wordpress.COM username account that registered the wordpress.COM site to access the blog’s dashboard, renew or cancel any upgrades, claim a refund for any qualified upgrades, and disable auto-renew. Managing Domains https://en.support.wordpress.com/manage-purchases/#managing-domains

    If you are not logged in under the correct username account clear your browser cache https://en.support.wordpress.com/browser-issues/#clearing-your-browser-cache and cookies https://en.support.wordpress.com/browser-issues/#clearing-wordpress-com-cookies and then login under the correct username account.

    If you do not have the required access you need to contact the person who registered the account and site under it and have them transfer the sites to your username account by using this process. http://en.support.wordpress.com/moving-a-blog/#transferring-your-blog-to-another-user-or-account

    The owner of the site can transfer the site (and/or upgrades) to another account by adding another username account as an Admin. https://en.support.wordpress.com/user-roles/#administrator

    Change Credit Card Details
    https://en.support.wordpress.com/change-credit-card-details/

    Do not forget to answer gemmacevans who is Staff https://en.forums.wordpress.com/topic/auto-renewal-failed-2?replies=7#post-2998801

  • Unknown's avatar
    gemmacevans · Member ·

    Hi Veronica,

    Thanks for confirming. The domain is owned by sfitzgeraldart — I’ve sent an email to the address we have on our system for that account. I’ll follow up with you there for more information.

    For security reasons I can’t share this email address with you as you are contacting us from a different account, so please check all of your email addresses.

    Please let me know if the email doesn’t come through.

    Thanks!

  • Unknown's avatar
    scottfitzgeraldart · Member ·

    Hi Gemmacevans,
    Please let me clarify – this is Veronica Chiang, wife of the domain owner of scottfitzgeraldart – the only account we are talking about. I handle all routine work for Scott FitzGerald for years. He forwards all your emails to me. It appears to be some kind of error causing “sfitzgeraldart” as the domain owner in your records. Regardless, it is the same owner/account for many years. Will you please correct it in your record to show that scottfitzgeraldart is the only official domain owner for the website scottfitzgeraldart so that we can log in properly. Scott’s email address is: (email visible only to moderators and staff). Please feel free to check with Scott for authorization of the correction.
    All email to him have come through. I truly appreciate your help in completing this simple Renewal procedure. All credit card info is correct under my name. Please advise anything else I can do.
    Thanks – Veronica

  • Unknown's avatar
    gemmacevans · Member ·

    Hi Veronica,

    Please let me clarify – this is Veronica Chiang, wife of the domain owner of scottfitzgeraldart – the only account we are talking about.

    The domain was purchased through the account sfitzgeraldart. If you are seeing the option to renew the domain, you are logged in to that account (you will only be able to renew from that account). However, you can double check by visiting the My Profile page and seeing which username is display on the left under the profile photo.

    In the meantime, I’ve spoken to our domains team and they have asked if you can try to renew the domain again. Please go to this page, select the domain and click Renew Now at the top right:

    https://wordpress.com/me/purchases

    Please let me know if you are still seeing the error message.

  • Unknown's avatar
    scottfitzgeraldart · Member ·

    Hi gemmacevans –
    when I clicked on my profile under my photo, it shows:
    scottfitzgeraldart

    @scottfitzgeraldart
    Sign Out…

    When I clicked on: https://wordpress.com/me/purchases, it only offers upgrade with pricing, not renewal.
    I went back to the previous Renwal link as your domain team suggested, the red pop-up message is still there asking to enter a
    First name… Only this time it changed the checkout price to British pound
    – 15 lb instead of $18.00 ? … so I’m going nowhere … totally frustrated !!!

    Please do me a big favor just charge my credit card and renew my account. Please advise step by step if any suggestion. Thanks ~ veronica

  • Unknown's avatar
    gemmacevans · Member ·

    Hi Veronica,

    when I clicked on my profile under my photo, it shows:
    scottfitzgeraldart

    Okay, thanks for checking. It sounds like the browser may be caching the login details for your scottfitzgeraldart account.

    In order to login as sfitzgeraldart, please follow these steps:

    1. Click the Sign Out button on the left of your My Profile page
    2. Clear your browser cache using these steps
    3. Clear your WordPress.com cookies using these steps
    4. Refresh the page and go to WordPress.com > Sign In
    5. Login with the username sfitzgeraldart and the password for that account
    6. Please reply here while logged in to that account so I know you’ve been able to login successfully.

    When I clicked on: https://wordpress.com/me/purchases, it only offers upgrade with pricing, not renewal.

    That’s correct. The domain wasn’t purchased through your scottfitzgeraldart account, which is why there is no option to renew (only upgrade).

    Please do me a big favor just charge my credit card and renew my account.

    As much as I’d like to help you with this, the renewal can only be made by the account that purchased it. This means I’m unable to make the renewal on your behalf but I’ll help you as much as I can.

    Let me know how you get on with the above.

  • Unknown's avatar
    sfitzgeraldart · Member ·

    Dear gemmacevans –
    Your quick response with step by step clear instructions guided me finally to successful log-in and renewal. You’ve also pinpointed the problems with explanations. You are the best communicator I’ve experienced with WordPress. Thank you for your patience with deep appreciation.
    Cheers – Veronica

  • Unknown's avatar
    gemmacevans · Member ·

    Hi Veronica,

    I’m so pleased to hear you’ve been able to login and renew the domain. I’ve checked your account and the renewal has gone through successfully.

    Your kind words have made my day, thank you! :)

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