Are any of the numbered boxes (1,2,3,4) red?
One common reason for a purchase not to go through is if it fails the address verification step. The system compares the billing address you enter with the billing address on file with your bank/credit card company, and if it doesn't match, it rejects the charge. You might double-check that.
Okay, I had a gift info box as #2 since I already own the PDF.
My guess is that it's an address-verification thing, but if not, Customer Service will have to help you. Unfortunately, being GenCon weekend, they're likely on short staff.
If you can't figure it out yourselves, wait for them. (You can also call during office hours, which start about an hour from now, which might get you a quicker response.) But do not keep bumping this thread. They work from the bottom of the queue (oldest) to the top, so new posts in the thread move you to the back of the line.
Hi folks!
Thanks for your patience with us.
Raeking, Joana is correct in their assessment that your card is being declined because it is not passing the address verification system, which is where our card processor contacts your bank to verify that the card is good to go, but your bank is declining the card because the billing address we have on file doesn't match what your bank has. If you have moved or changed your address recently, sometimes the bank doesn't catch up with that. Take a look at your billing address and see if it is current or not.
Quoben, it looks like you had the same problem, but it looks like that got fixed up.
If y'all have any more questions, feel free to ask us!