Payment not going through
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I have three times completed the online procedure to upgrade to a premium subscription using my own domain name and paying by credit card. Each time I have been congratulated on my purchase and informed I will receive an email confirmation shortly. I have not received any confirmation emails, nor has my payment shown up on my bank account. What is going wrong?
The blog I need help with is: (visible only to logged in users)
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Hi there!
I’ sorry to hear you’re having issues with upgrading your plan!
Can you, please, confirm that the account you’re trying to upgrade is the one where you registered the site historinz.wordpress.com?
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Hello, yes historinz.wordpress.com is the site. I want to upgrade to premium so I can have my own wesbite address and associated email address.
In my profile, under manage purchases, no upgrade purchase shows, and my credit card account does not show a transaction. The upgrade and associated email address continue to show in my purchase cart.
So despite me now having completed the purchase process three times, complete with credit card details, and me receiving the congratulations on your purchase message three times, no transaction is actually going through. I am also getting wordpress.com email reminders to complete the purchase.
I’m at a loss to know what to do. I appreciate any assistance you may be able to give. -
I don’t see any attempted orders or card authorisations in our system for your account. That would indicate that the purchase did not even make it from your browser to our servers.
Please clear your browser cache and try again, or check if you get different results using a different browser.
If that doesn’t work either, please try making a purchase with your browser console open:
If you see any errors appear at the point where you submit the purchase, please take a screen shot of those, and upload them to your media library at My Site ->Site ->Media so we can take a look at what’s going on here.
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Hello – I cleared the Firefox Mozilla browser cache and tried Chrome to make the upgrade purchase – both had the same result – no transaction.
I then opened the browser console and attempted again to make the upgrade purchase. I have placed in my media library three images – the first two showing the stage at which the first error message appeared. The third one shows a long error message that popped up after I submitted what appeared to be a successful purchase.
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Thank you for the screen shots. I’m reporting this to our payments team to investigate.
I’m also sending you an email to explore another option.
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Thank you – yes, I am also trying to add a domain at the same time.
I tried purchasing the upgrade using the credit you referred to in your email, but had no luck again – I received the same congratulations on your purchase message, but no email confirming it, and my cart still has the upgrade package and domain transfer sitting in it. -
Thanks, I see you replied via email, and we’ll continue over there as soon as we can. :)
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