Error During Domain Renewal Payment Process

  • Unknown's avatar
    vimfromzim · Member ·

    Hello,

    I have been trying to renew my domain, that expires early January 2015. However, every time I try and make payment via credit card my payment is declined.

    I did call my bank to ensure the error wasn’t on their side and they confirmed that when I click “renew domain for $26” button on my side that the transaction does appear on their side but for $0 (hence why no payment ever occurs).

    As there is no option for me to manually input the $26 amount (and I only have the option of pressing the button, which isn’t working), could you provide some clarity as to how else I can make this transaction, using my credit card.

    I look forward to getting a solution to this problem…preferably before my domain expires :-)

    Thanks!

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

  • Unknown's avatar
    rachelmcr · Member ·

    Hi there,

    I’m sorry for the trouble renewing your domain. I see you tried to renew the domain on December 7 and the payment was declined, but I don’t see any renewal attempts after that. Have you been trying to renew it again more recently?

    If so, did you try to renew it from your My Upgrades page or from Store > My Upgrades in your site’s dashboard?

  • Unknown's avatar
    vimfromzim · Member ·

    Hi Rachel,

    I have tried to renew it multiple times since 7th December.

    I just tried to renew it today, seeing as my renewal deadline is tomorrow.

    I used the Store>My Upgrades route AND also clicked “Renew Now”. My bank keeps telling me that the transaction does appear on their end, but still showing a $0.00 amount going through instead of $26.00.

    I really don’t want to lose my domain and time is running out. What are my other options?

    Thanks for your help.

  • Unknown's avatar
    rachelmcr · Member ·

    Hi there,

    I’m sorry for the trouble! I just sent you an email with instructions for submitting payment for the domain. Please let me know if you don’t receive that email from me.

  • Unknown's avatar
    vimfromzim · Member ·

    Hi Rachel,

    I got your email (thank you) and filled out all the required fields, and sadly that didn’t work either. It wouldn’t even highlight which part of my information it was rejecting/declining *sigh*

    Can you check from your end whether my more recent attempts to renew/make payment appeared on your systems this time? I would just like to know whether my last attempts at renewing are showing up on your back-end at all.

    I am beyond frustrated at this point and honestly, don’t know what else to do.

  • Unknown's avatar
    rachelmcr · Member ·

    Thanks for letting me know — I’m so sorry this is continuing to be a problem for you. I’m sending you another email to discuss some private transaction details and get this sorted out for you!

  • Unknown's avatar
    vimfromzim · Member ·

    Thank you Rachel, I just replied to your email.

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