Cannot Take Payment Information
Prospective Corporate Account
Posted on
Nov 01 2013
When we tried to sign up for your service at 7:45AM PDT, we got this error page:
We have already submitted a report to your feedback page. We want to see how quickly you respond.
John-Daniel Trask
Raygun
Posted on
Nov 01 2013
Hi,
I can see some errors in processing although that should not cause a 500 error (I'll have somebody look into why that was occurring).
Regarding the payment, if it's one I can see in our backend for about that time, we're receiving a DO NOT HONOUR response. We can see that you've provided all the required details but it would seem your bank is preventing the payment. This is one of the most frustrating things about receiving credit card payments as it does mean you will need to contact the issuing bank (their number is often on the back of the card). They could be denying the payment for several reasons (e.g. seems like an odd sized payment to make, country you're paying to is new, etc).
If you contact them and try again it should work. I'll also try to get in touch with you via email to discuss this further.
Kind regards,
John-Daniel Trask
Co-founder
Mindscape Limited
Prospective Corporate Account
Posted on
Nov 01 2013
I have already replied to the email, but I will summarize the case for others who are interested. I did contact the bank, and they assured me they are not declining anything from Mindscape. The charge in the amount of $1.00 is showing up three times on my credit card account as pending. I am unwilling to try again, as they cannot remove these three charges, and I do not want the fourth $1.00 pending charge on my account.
John-Daniel Trask
Raygun
Posted on
Nov 01 2013
Just adding to this for others who read here.
- It did turn out to be the card issuing bank (needing to contact the issuing bank is a pain, but we don't get told why something failed typically).
- The $1 charges shouldn't be real charges, they're there to authorise a card to get a recurring billing token. I don't believe these actually end up charging $1 but we'd always refund them if they did.
This issue ended up being resolved satisfactorily with the issuing bank, although we obviously would have liked it to go more smoothly for everyone involved! :-)
I hope that helps others who may have this type of issue (typically we see about 1% of transactions have a problem).
Kind regards,
John-Daniel Trask
Co-founder
Mindscape Limited
Prospective Corporate Account
Posted on
Nov 01 2013
I can confirm everything John-Daniel wrote. We were very impressed with how quickly he and his team responded once they were aware of the situation. We look forward to trying out Raygun on a small team for a proof-of-concept project. Thank you.