Friday night I put 3 pdf's in my shopping cart. I then went to checkout and entered my card info and submitted. Every screen loaded very slow and I clicked submit a couple of times. Eventually the screen just closed. The items are still in my cart but my bank account shows the debit for that amount in pending status. Were they purchased successfully or not. I don't want to put a double charge on my account.
Friday night I put 3 pdf's in my shopping cart. I then went to checkout and entered my card info and submitted. Every screen loaded very slow and I clicked submit a couple of times. Eventually the screen just closed. The items are still in my cart but my bank account shows the debit for that amount in pending status. Were they purchased successfully or not. I don't want to put a double charge on my account.
Click My Account at the top of the page and see if the order is showing up there under order history.
The items do not show up under order history.
It looks like there where a couple of issue here:
1. We've been having some checkout bugs, and it appears that this order was not fully submitted.
2. The system tried to process it, but the card was declined because it did not pass the address verification check done by our credit card processing system. Please double check that the billing name and address listed for your card exactly matches what your bank or card company has on file for you. Please double check things like capitalization of letters, abbreviations of street names, etc. If you are having trouble updating it, feel free to send us an email at customer.service@paizo.com with the address listed exactly as it's displayed for your bank information.
If you are seeing any charges on your account at this time, they are not final charges, just temporary authorizations, which should expire in the near future, because we cannot use them to create the final charge. If you would like more information about our billing process, please feel free to read this FAQ:
http://paizo.com/paizo/faq#v5748eaic9n0t
Please update your billing address information, and then you can try to submit the order again.
If you have any further questions or concerns, please let me know.
Thanks!
Sharaya
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I have tried twice more after verifying everything my order still doesn't go through. I never had problems in the past as evident by the 80+ items in my downloads section. Now I can't get any orders to go through. Even after going back and deleting all credit card profiles and addresses. Your new order system must be costing you guys hundreds in missed orders. Highly frustrated at how hard it is. My billing and shipping address had now errors has been the same for the past two years.
Yeah, I now have 2 other payment methods...both identical to the one that seems to be erased, my shipping address is the same and I, too, have to wait til Monday for help...
Oh well, I caught a shoplifter at my job today and will be getting a sweet recovery check! There is some silver lining in my billing declined cloud.
This came by surprise for me...been a customer since adventure path number one! No other billing issues til now with the new billing system.
As a random note...when I clicked on the link in the email they sent me regarding payment decline my Kaspersky shut down my click from "My Subscriptions" to "My Payment Methods" due to a detected trojan on the link...what's up with that? False alarm or what?
I don't know what else to do. I now have two pending charges on my bank account. Until I know for sure this has been fixed I'm holding off on ordering anything more.
I have tried twice more after verifying everything my order still doesn't go through. I never had problems in the past as evident by the 80+ items in my downloads section. Now I can't get any orders to go through. Even after going back and deleting all credit card profiles and addresses. Your new order system must be costing you guys hundreds in missed orders. Highly frustrated at how hard it is. My billing and shipping address had now errors has been the same for the past two years.
I'm very sorry for any inconvenience. I'm seeing one change for the billing address we can try from our side of the system. For security reasons, I cannot discuss what the specific change is. If you would like me to try to submit it from our side, just let me know.
~Sharaya
I don't know what else to do. I now have two pending charges on my bank account. Until I know for sure this has been fixed I'm holding off on ordering anything more.
They are just pending authorizations which should expire from your account in the near future, as we cannot use them to finalize charges.
~Sharaya
Yeah, I now have 2 other payment methods...both identical to the one that seems to be erased, my shipping address is the same and I, too, have to wait til Monday for help...
Oh well, I caught a shoplifter at my job today and will be getting a sweet recovery check! There is some silver lining in my billing declined cloud.
This came by surprise for me...been a customer since adventure path number one! No other billing issues til now with the new billing system.
As a random note...when I clicked on the link in the email they sent me regarding payment decline my Kaspersky shut down my click from "My Subscriptions" to "My Payment Methods" due to a detected trojan on the link...what's up with that? False alarm or what?
I'm not currently seeing anything on your account that's having problems. If you are still having issues, please feel free to start a new thread with the order number that may be having a problem.
As for the Kaspersky issue, it sounds like that is possible just a false alarm. If you continue to have that issue, you may want to let the webmaster know as webmaster@paizo.com.
Thanks!
Sharaya
FWIW, I'm getting the same error. I tried re-entering the payment method. (The one I had on file I've used before.) I will wait until tomorrow to see if things get fixed.
Looks like yours is actually a different bug (not related to the payment method). If you would like me to submit the order from my side, just let me know.
Thanks!
Sharaya
I'm having similar issues with hard copy products.
This also looks like a different bug (not related to the payment method). Please let me know if you would like me to try to submit the order in your shopping cart from my side of the system.
Thanks!
Sharaya
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FWIW, I'm getting the same error. I tried re-entering the payment method. (The one I had on file I've used before.) I will wait until tomorrow to see if things get fixed.Looks like yours is actually a different bug (not related to the payment method). If you would like me to submit the order from my side, just let me know.
Thanks!
Sharaya
I just tried it again, and got the same problem. If you could submit the order I have in my shopping cart, I would be grateful. (I've put the May14 discount code on it; order when I try to go through shows that.)
Customer Service Representative
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FWIW, I'm getting the same error. I tried re-entering the payment method. (The one I had on file I've used before.) I will wait until tomorrow to see if things get fixed.Looks like yours is actually a different bug (not related to the payment method). If you would like me to submit the order from my side, just let me know.
Thanks!
SharayaI just tried it again, and got the same problem. If you could submit the order I have in my shopping cart, I would be grateful. (I've put the May14 discount code on it; order when I try to go through shows that.)
I've gone ahead and submitted the order, you should be able to view it on your paizo.com account as order #3104724. The PDFs have all ben fulfilled and the physical items are just waiting to be processed and shipped. You should receive a confirmation email once they are sent out.
I did have to move the preorder for the Emerald Spire print edition into your sidecart, because I believe that is what was making the order stick in your cart. However, it should wait patiently in there until it is available, before joining an outgoing order.
Please feel free to review the order and make sure that everything seems to be in place. If you notice anything that is incorrect, just let me know and I'll be glad to help you out ASAP. In the meantime, let me know if any other questions or concerns pop up!
Thanks,
Katina
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Customer Service Representative
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Hello again rknop,
No, you didn't do anything wrong! Our system just has a hard time digesting things sometimes. We have given it some antacids and advised it to watch what it eats.
Since Emerald Spire is in your sidecart, it should remain in there until our system recognizes it as available. After that, when your next round of subscriptions are generated, the Emerald Spire SHOULD transfer automatically to your subscription order. If you notice that it seems stuck in the sidecart, just let us know and we'll kick it out for you.
When the subscription containing Emerald Spire is shipped, you will get the free PDF. You should get a shipping confirmation email telling you that the order is on it's way and that you have been granted the Digital Assets.
Long story short: It's not ready yet, but you'll get your PDF when your subscriptions ship next month!
Please let me know if there are any other clarifications you need and I'd be glad to help.
Thanks,
Katina