Having trouble renewing

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  starthealing · Member · Apr 2, 2014 at 7:52 pm

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  premium upgrade did not process

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

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  shawnajroberts · Member · Apr 3, 2014 at 7:18 pm

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  Hi there!

  I’m happy to help you with that! You can renew your WordPress.com Premium upgrade through your dashboard at Store > My Upgrades.

  If you’re getting an error, can you tell me the exact message?

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  starthealing · Member · Apr 3, 2014 at 8:00 pm

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  it go through the promps i am paying with pay pal it say agree to complete which i do then nothing no money come out of pay pal no email confirming my upgrade

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  shawnajroberts · Member · Apr 3, 2014 at 9:17 pm

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  Hi there!

  Can you confirm that there is balance on your account? If this is not the issue, please contact Paypal and confirm that your account is in good standing and there are no blocks on your cards.

  Let me know how it goes!

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  starthealing · Member · Apr 9, 2014 at 5:20 pm

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  i have talk with pay pal they found an agreement to pay yet nothing had gone out they canceled that agreement due to a failure and said i should be fine to process my payment i just did that same result it go through all the props say confirm which i do then nothing no activity can you please look into this as my renewal need to happen before April 14
  it seem to be an issue on your side thank you for attention in this matter

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  shawnajroberts · Member · Apr 9, 2014 at 8:09 pm

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  Hi there!

  I’ve put in a request for our team to look into this. If you talked to Paypal via email, can you forward me the emails you got from them. (Please remove any personal information.) You can send that to [email protected]. Mention that you’re forwarding it for me, Shawna, and I’ll find it.

  Thanks for looking into this on your end! I’m sure we’ll have you sorted out soon.

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  starthealing · Member · Apr 10, 2014 at 4:04 am

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  I had a phone chat so their are no email thank you for looking into this for me

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  shawnajroberts · Member · Apr 11, 2014 at 1:28 pm

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  Could you step through the process to renew again and take screenshots as you go?

  It sounds like you’re not getting redirected back to WordPress.com after you submit your information through Paypal. Is that true? Or do you land back at WordPress? If you do get redirected, can you tell me which page you end up on?

  Any screenshots would help, but especially screenshots of what happens after you’ve submitted your information to Paypal. Try to take screenshots without any personal information in them. We just want to see what you’re seeing before you fill in the forms, so no credit card numbers or anything like that!

  You can upload the screenshots to your Media Library and I can access them there!

  Thanks so much for your patience!

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  starthealing · Member · Apr 12, 2014 at 5:35 pm

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  thank you for all your help this time it renewed no difference in screens so i am renewed for another year not sure why the other did not work

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  shawnajroberts · Member · Apr 14, 2014 at 3:51 pm

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  Great! I’m glad it went through. If this happens again in the future, just take some screenshots like I suggested and we’ll look into it! :)