Payment charged on card but upgrade not added to by blog.

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  learnwithme276 · Member · Sep 20, 2018 at 6:45 am

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  I had made an upgrade yesterday 19-9-2018. My card was charged the amount , but I cant see that my word press site has been upgraded. It still shows up as ‘free’. Kindly do the needful or else please refund the amount asap.
  I can share the order details , once I have a point of contact acting on the issue.
  Thanks,

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

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  kruttikaphalke · Member · Sep 20, 2018 at 7:25 am

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  Hi there,

  I am tagging this thread with MODLOOK so staff can help you with this issue.

  Please keep patience while someone from support staff gets back to you.

  https://en.support.wordpress.com/getting-help-in-the-forums/#how-do-i-get-a-moderatorstaff-reply-for-my-question

  Thanks!

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  learnwithme276 · Member · Sep 20, 2018 at 8:36 am

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  Thank You so much !

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  gemmacevans · Member · Sep 20, 2018 at 10:32 am

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  Hi learnwithme276,

  It looks like your payment is still pending with our payment processor, which is why the upgrades haven’t been added to your site yet. I’ve reported this to our billing team so they can look into it further and I’ll be in touch as soon as I hear back from them.

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  gemmacevans · Member · Sep 24, 2018 at 8:16 am

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  Hi learnwithme276,

  I just wanted to let you know I haven’t forgotten you are waiting for news — we are still looking into this with our payment processor.

  Thanks for your patience :)

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  learnwithme276 · Member · Sep 25, 2018 at 5:21 am

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  Hi gemmacevans,

  Thank You so much for looking into it. I received the refund yesterday night 24-09-2018 back into my account.
  Do let me know if any action is required from my end to close this request.

  Thanks again for taking time to resolve this.

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  gemmacevans · Member · Sep 25, 2018 at 8:03 am

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  Hi learnwithme276,

  Glad to hear you’ve received the refund — there were issues with the transaction being completed so we had to issue a refund in this case. You can now purchase the upgrades again if you still wish to use them.

  I’ll be here if you run into any more trouble.

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  learnwithme276 · Member · Sep 26, 2018 at 9:14 am

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  Hi gemmacevans,

  I tried to make an upgrade again today 26-09-2018. The amount again got deducted from my account and the upgrade did not happen.

  Kindly do the needful.. If I cannot get the upgrade , I would prefer to get the amount refunded.

  Thanks

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  kokkieh · Staff · Sep 26, 2018 at 10:48 am

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  Sorry about that. I’ve asked our developers to look into this again, and will let you know as soon as they reply.

  Did you by any chance press the Back button in your browser at some point during the payment process? From our end it looks like that might be part of the reason why the payment is getting cancelled before the upgrade is added.

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  learnwithme276 · Member · Sep 26, 2018 at 11:32 am

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  Oh yes, I did press the Back button. But that was the back button available while choosing the payment method. Its a button within the page, not the browser back button though.

  I just got the upgrade :) Thanks for looking into it.

  Thanks again, to you and team ! Made my day..

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  kokkieh · Staff · Sep 26, 2018 at 11:46 am

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  We’ve managed to add it to your site, yes, and we’re looking into what caused this so it won’t happen again.

  Happy blogging!