Payment for premium already credited but not showing up on my purchases

  • Unknown's avatar
    jianneteodosio · Member ·

    Title says it all. What can I do? Please help.

  • staff-totoro · Staff ·

    Hi there,

    I do not see any upgrades under your @jianneteodosio WordPress.com account when I check on our end. You can confirm by visiting this page: https://wordpress.com/me/purchases/.

    Is it possible you made your purchase under a different login? What is the URL of the site associated with the upgrade you are needing help with? Happy to check in our system so we can take a closer look.

  • Unknown's avatar
    jianneteodosio · Member ·

    Hi, thank you for checking! I was notified by my card company that the amount for premium was already deducted. But when I check my account’s purchases, it isn’t showing up. There’s also a notification that the card has been declined but the amount didn’t come back. It was for va-mnl.com/vamnl.wordpress.com.

    Thank you so much for your help!

  • fstat · Staff ·

    Hi there,

    Our logs show that your card declined, so it’s not possible that it was charged.

    If you’re referring to vamnl.com, then that site is not hosted by us (WordPress.com). It is using the open-source WordPress software and it is hosted by One.com. Therefore, you need to contact them regarding your billing issue.

    We’re only able to provide support for WordPress websites that are hosted by us. If you want to know more about the differences between WordPress.com and the open-source WordPress software you can read this article:

    WordPress.com vs. WordPress.org

  • Unknown's avatar
    jianneteodosio · Member ·

    Thank you for checking on your end. I checked my card account and sadly it says that I was charged. I’ll report this to my credit card company instead. Thanks again for your help!

  • staff-doublebassd · Staff ·

    Hi there,

    Please keep us updated on what your credit card company says. If you were charged, it should go back to your card pretty quickly. We’ll touch base with our payments team depending on what you hear from them.

    Thanks!

  • Unknown's avatar
    jianneteodosio · Member ·

    Thank you so much! That’s what’s making me worry because it has been more than 12 hours since the purchase but the transaction is still not reverted yet. I’ve submitted a ticket after I posted here but haven’t heard from them since then. Will let you know once I receive any update.

    Thanks again, I really appreciate your help.

  • Unknown's avatar
    jianneteodosio · Member ·

    Update: They reverted the transaction, 2 days after filing the ticket.

    Thanks again for all your help!

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