Order checkout: "This order requires a valid payment method" even after one is entered


Customer Service

Customer Service Representative

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Some customers are currently experiencing an issue during the checkout process where a payment method is added to the account, but when they get to the final page to submit the order, there is a message that reads: "This order requires a valid payment method."

Our tech team has a fix in progress estimated to be rolled out to our site mid-to-late January.

The workaround for this issue is:
1) Confirm that the items you want and the shipping method are correct in your shopping cart

2) Send us an email (preferably with a link back to this thread for reference) to state that you would like us to try to submit the order for you.
In the email confirm the following:
-The last 4 digits of the card you are trying to use
-The expiration date of the card

3) Keep an eye out for an order confirmation email or follow up email from us.
-In the case of digital items, the order will be fulfilled immediately.
-In the case of physical items, we will email you a confirmation email, review this email to confirm all details are correct.
-If we are unable to process the order, we will do our best to work with you so that your order can be submitted.

Thank you for your patience and understanding!

Silver Crusade

To save a step the email is:

customer.service@paizo.com


I'm having this problem on 17 January 2018.

You do realize that in terms of security, email is the equivalent of writing it on a postcard and handing it to a random person heading in the recipient's direction and saying "pass it on until it gets there"? If you used GPG and printed your public key in every product you created, then I'd use that, but you'd then have the problem of controlling who has the passphrase for your private key.

Customer Service Representative

Scott Romanowski wrote:

I'm having this problem on 17 January 2018.

You do realize that in terms of security, email is the equivalent of writing it on a postcard and handing it to a random person heading in the recipient's direction and saying "pass it on until it gets there"? If you used GPG and printed your public key in every product you created, then I'd use that, but you'd then have the problem of controlling who has the passphrase for your private key.

According the security compliance training we've received, it is fine, as long as it is not sent along with other secure card information (like the full card number, which should never be sent by email).


I'll wait until your web site is updated.

Sharaya wrote:
According the security compliance training we've received

It may be fine according to the legal system and your insurance coverage goes, but I think that protects Paizo from liability. We see an increased risk.

Paizo accepts Mastercard, VISA and Discover, so that limits the initial digit sequence to those IINs: 6011, 64, 65, 2221 through 2720, 51 through 55, and 4. If you also know that last four, that means there are 8 to 11 unknown digits of the account number. The last digit of the number is the Luhn checkdigit, so if I randomly select all but one of the unknown digits, the checkdigit forces the value of the last one. So there are only 7 to 10 unknown digits. Leaking the last four reduces the work an attacker would have to perform by a factor of 10,000.

The window of vulnerability isn't just the transit time of the email. Chances are that it'll be backed up once it gets into Paizo's email database. Email databases are usually treated differently than sales databases, which are known to contain credit card information. So that email with the partial credit card number and expiration data is going to stay around for a while.

I know I'd be liable for at most $50 and maybe as little as $0, but you have to add in the cost of the time involved in getting a new credit card. That's why I suggest never sending any part of a CC number through a public channel.

Customer Service Representative

Thanks for your feedback. I'll pass that along.

Customer Service Representative

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Please note: you can also call and we can submit things over the phone.

Our phone lines are open Monday through Friday, from 10am to 5pm PST. If you are calling outside of those hours, or all available reps are busy, it should go to our voicemail.


If you knew some digits from the credit card, and wanted to guess the remainder, you (edit: probably) couldn't try them all on a single site as that would be very suspicious and the site would block you.

However, a bot could try a few times on each of several thousand sites. Since these are separate sites, none of them would see anything suspicious.

So we're completely dependent on the credit card issuer putting a block on the card, and not all of them do because ... I don't know why they don't.

This is why I wouldn't send credit card last 4s by unencrypted email.

Bur if you send one and get the card info cloned, I think Paizo IT is correct in saying "It's not our problem". It's an issue for Visa, Mastercard etc to deal with.

Dark Archive

Pathfinder Adventure Path Subscriber

I saw this message before seeing this thread, and changed my card to a new one (it was set to expire next month anyway).

Should I forward the new number of the card that I just set?

Customer Service Representative

Hello DeciusNero,

I see the updated card attached to your subscriptions as well as on the order. It authorized successfully, so everything looks good. You don't need to email us anything.

Dark Archive

Pathfinder Adventure Path Subscriber

Perfect, thank you!


Noticed the site was in maintenance last night. Is this fixed yet? I have an order I'd like to place.

Grand Lodge

Moppy wrote:
Noticed the site was in maintenance last night. Is this fixed yet? I have an order I'd like to place.

Still not working for me.

Paizo Employee Customer Service Representative

Hi Moppy and Alduego,

I have given your accounts a poke and I think things should be working now. If you are still unable to submit your orders, please follow the instructions outlined in the original post:

Sharaya wrote:

The workaround for this issue is:

1) Confirm that the items you want and the shipping method are correct in your shopping cart

2) Send us an email (preferably with a link back to this thread for reference) to state that you would like us to try to submit the order for you.
In the email confirm the following:
-The last 4 digits of the card you are trying to use
-The expiration date of the card

3) Keep an eye out for an order confirmation email or follow up email from us.
-In the case of digital items, the order will be fulfilled immediately.
-In the case of physical items, we will email you a confirmation email, review this email to confirm all details are correct.
-If we are unable to process the order, we will do our best to work with you so that your order can be submitted.


@Katina - Worked thanks - which is great, because no way i'm putting CC last 4s in email. ;-)


Still not working for me.

Grand Lodge

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This is ridiculous. Why can't Paizo get this fixed? For all the money we pour into this company we shouldn't still have this problem.

Liberty's Edge

I’m trying to order stuff and run into the same problem.
I won’t send an eMail with even a part of my card number.
Calling from Germany get’s probably too expensive.
I waited ‘till now. Maybe my account needs a little poke (as stated above) to work properly.
I really hope things get sorted out soon...


I tried again tonight and I still have the problem.

You know, I didn't need all the items in my cart.


I am still having this problem too. Any chance for a fix? Soonish?


I was hoping this would be fixed before the holiday18 code expired. However since that is tomorrow, I'm not sure there will be time to use it.

Lantern Lodge Customer Service Manager

There is a code fix in place for this that was supposed to roll last week, but unfortunately after the roll there were issues and it had to be rolled back. Our tech team is expecting to roll this week, possibly as soon as today.

~sara marie

Lantern Lodge Customer Service Manager

2 people marked this as a favorite.

If you are having this card issue and need to use the holiday code before it expires, please email customer service so we can work it out with you. We won't let you miss out on it due to an issue on our end.


1 person marked this as a favorite.

Success! @Sara Marie it looks like your tech team fixed it.


Mixed success here.
The website does seem to be taking my payment info now, but at the same time, the holiday18 code is no longer working. It says it is already entered but there is no discount on the items.


Adventure Path Charter Subscriber; Pathfinder Adventure, Lost Omens Subscriber

Still no success with payment method.

Paizo Employee Customer Service Representative

Junltd wrote:

Mixed success here.

The website does seem to be taking my payment info now, but at the same time, the holiday18 code is no longer working. It says it is already entered but there is no discount on the items.

Hi Junltd,

Thanks for letting us know! Taking a look into the order, it doesn't want to apply the discount because it says it was already used on a previous order. However, I could not find it attached to any previous orders, so I believe this may be a hiccup in our system. It's possible that if the item was applied to items in the shopping cart and then those items were removed, that may be confusing things.

I would be more than happy to apply the discounts manually, but there is a caveat. If I change the prices before the order is submitted, our system will refresh the prices if you submit the order on your end. If you'd like, I can submit the order from my side to make sure those discounts stick. Either way, I can manually refund the difference just in case it does remove the discounts.

Just let me know if you'd like me to submit the order, and I'll get that taken care of for you. Don't hesitate to ask if there are any further questions or concerns you may have!

Thanks
-Katina

Paizo Employee Customer Service Representative

The Purity of Violence wrote:
Still no success with payment method.

Hi PoV,

I've given things a nudge and you *should* be able to submit things from your end now. If it still gives you trouble, just let me know and I can submit the order on my end for you.

Thanks!
-Katina

Lantern Lodge Customer Service Manager

2 people marked this as a favorite.

I have been told that the code for fixing the payment method issue is rolled out. If you are still experiencing this bug, please let us know ASAP.


Adventure Path Charter Subscriber; Pathfinder Adventure, Lost Omens Subscriber

Gave it another shot, and though every step too a looong time to refresh, it finally worked. Even got two confirmation orders!

Thanks to all involved!


I ordered two pdfs, but the site says they are still in my cart. I'm not sure if I just need to wait a while longer to let the system catch up, or if something went wrong.


Katina Davis wrote:
Junltd wrote:

Mixed success here.

The website does seem to be taking my payment info now, but at the same time, the holiday18 code is no longer working. It says it is already entered but there is no discount on the items.

Hi Junltd,

Thanks for letting us know! Taking a look into the order, it doesn't want to apply the discount because it says it was already used on a previous order. However, I could not find it attached to any previous orders, so I believe this may be a hiccup in our system. It's possible that if the item was applied to items in the shopping cart and then those items were removed, that may be confusing things.

I would be more than happy to apply the discounts manually, but there is a caveat. If I change the prices before the order is submitted, our system will refresh the prices if you submit the order on your end. If you'd like, I can submit the order from my side to make sure those discounts stick. Either way, I can manually refund the difference just in case it does remove the discounts.

Just let me know if you'd like me to submit the order, and I'll get that taken care of for you. Don't hesitate to ask if there are any further questions or concerns you may have!

Thanks
-Katina

I would like you to submit the order with the discounts for the 2 pdfs.

Paizo Employee Customer Service Representative

Junltd wrote:
Katina Davis wrote:
Junltd wrote:

Mixed success here.

The website does seem to be taking my payment info now, but at the same time, the holiday18 code is no longer working. It says it is already entered but there is no discount on the items.

Hi Junltd,

Thanks for letting us know! Taking a look into the order, it doesn't want to apply the discount because it says it was already used on a previous order. However, I could not find it attached to any previous orders, so I believe this may be a hiccup in our system. It's possible that if the item was applied to items in the shopping cart and then those items were removed, that may be confusing things.

I would be more than happy to apply the discounts manually, but there is a caveat. If I change the prices before the order is submitted, our system will refresh the prices if you submit the order on your end. If you'd like, I can submit the order from my side to make sure those discounts stick. Either way, I can manually refund the difference just in case it does remove the discounts.

Just let me know if you'd like me to submit the order, and I'll get that taken care of for you. Don't hesitate to ask if there are any further questions or concerns you may have!

Thanks
-Katina

I would like you to submit the order with the discounts for the 2 pdfs.

Done and done! You should have those PDFs on your account now, and they were reduced to the discounted price. You should be receiving a confirmation email in just a moment. Please don't hesitate to let me know if there are any further questions or concerns that you may have.

Thanks!
Katina


Adventure Path Charter Subscriber

I too am having the same problem the way it seems? Put in a new payment plan but not working.

Customer Service Representative

Hello Kevin,

I responded to you about this in the thread you created for it.


Feb 13 and I seem to be dealing with this issue too. This is my first post here and I've never even looked at the forums until today. Looks like the issue has been going on far too long for a business.

When placing an order nothing seems to change. Click the button again, nothing. But when checking my credit card, it shows me a pending transaction for every click.

According to my credit card company, as the transactions are in pending status, (in this case paizo) Paizo must confirm transaction from their end and the multiple pendings should go away when done properly. Else I have to contest the extra purchases if they don't go away in 4 business days.

Billing, shipping, and name on Paizo all have been confirmed to match what my credit card has on file.

What can I do to help this get resolved?

Should I asked for an inconvenience discount? If I can get the pdfs available for a 10 am PST download by Feb 14th 2018, I can use them on gameday and won't be inconvenienced too badly.

Paizo Employee Customer Service Representative

WinterWhite wrote:

Feb 13 and I seem to be dealing with this issue too. This is my first post here and I've never even looked at the forums until today. Looks like the issue has been going on far too long for a business.

When placing an order nothing seems to change. Click the button again, nothing. But when checking my credit card, it shows me a pending transaction for every click.

According to my credit card company, as the transactions are in pending status, (in this case paizo) Paizo must confirm transaction from their end and the multiple pendings should go away when done properly. Else I have to contest the extra purchases if they don't go away in 4 business days.

Billing, shipping, and name on Paizo all have been confirmed to match what my credit card has on file.

What can I do to help this get resolved?

Should I asked for an inconvenience discount? If I can get the pdfs available for a 10 am PST download by Feb 14th 2018, I can use them on gameday and won't be inconvenienced too badly.

Hello WinterWhite,

Thank you for letting us know about this! I have taken a look into your order, and it seems that this is a slightly different problem than the one outlined in this thread. It looks like your order is coming up against an Address Verification System failure. I see you've sent us an email earlier today, so I will go ahead and respond there with some more details for you.

Thanks!
Katina


Thank You Katina. I just finished downloading the files. All looks good!

Customer Service Representative

Master Computer wrote:

I'm still having this issue. I can't buy anything because your website absolutely refuses to save my billing address info.

Also your new account sign-ups are broken, it's forcing everyone to input a parent/guardian email (unless I'm the first adult to make an account here)

Hi Master Computer,

Thank you for your patience as we work through our backlog. It looks like you were able to create an account but if you are still having trouble with being asked for a parent/guardian email let me know and I can investigate further.

I have removed all payment methods on your account and you should be able to re-add your payment method. If you still are not able to get your payment method to work, please start a new thread in the Customer Service forum and I would be happy to assist with saving a new billing address.

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