Unable to upgrade plan

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  marco75f8a875a9 · Member · Nov 5, 2022 at 7:46 pm

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  When attempting to pay for my plan upgrade my debit card is getting declined. I’ve contacted my bank and they’ve confirmed they’re not blocking the transaction and that it is being blocked by WordPress. I’ve also tried paying using PayPal with no luck. This has been going on for 2 hours, please help.

  WP.com: Yes
  Correct account: Yes

  The blog I need help with is: (visible only to moderators and staff)

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  helper-heroponriki · Member · Nov 5, 2022 at 9:15 pm

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  Hi there!

  Thanks for reaching out!

  Looking at the payment attempts, the charges to the debit card were all being declined by your bank as we got the error message that the charge was declined on each attempt.

  The PayPal transactions also show some errors, but the errors are undefined, which is strange.

  Could you reach out to our Billing Support team at billingsupport@wordpress.com from the email address associated with your account so they can look into this and advise?

  Thank you!

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  marco75f8a875a9 · Member · Nov 6, 2022 at 5:31 am

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  I did contact my bank and even though they initially flagged the transaction as fraudulent and was blocked, once I confirmed I authorized the payment, they lifted the block and attempted the payment again with them on the phone; however, the charge continued to be declined. They checked with Visa as well to make sure they weren’t blocking it and confirmed that was also good on their end. They added that WordPress could be the one blocking it now since I attempted the charge several times and advised me to contact you. I email Billing Support as you suggested but didn’t get a response. Please let me know how to proceed.

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  staff-zinnia · Staff · Nov 6, 2022 at 3:19 pm

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  It may take a few days for our billing team to follow up to the email. Did you send that email on November 6th? I am going to pass this thread along to the billing team as well.

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  staff-zinnia · Staff · Nov 6, 2022 at 3:23 pm

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  In the mean time. Let’s do this so we aren’t holding up your project:

  I will add the plan to your account and email you a manual payment form. Let me know which hosting plan you wanted to use, and if you wanted to purchase the yearly subscription or pay by the month.

  Those hosting plans can be found on: https://wordpress.com/pricing/