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I'm one of those people! (Hey Jon)
There's another a thread (not in Website Feedback) about it too: https://paizo.com/threads/rzs7vww1?Got-a-weird-email-from-Paizo-this-mornin g
Please Help!
I am sorry you (& we) are experiencing this. I am seeing the same errors and hope Paizo support fixes it today! I was really looking forward to reading through the digital version this afternoon.
+1 to getting the error on the payment method I've always used. Have not tried to troubleshoot myself, but adding my voice to the issue
I'm another in thw same boat as Jon. Got the email, tried to reset my card info, and now the store wont accept ANY card info.
Even if you get a new card added, it doesn't seem to be accepting them either. I was able to add a new payment method and then removed the old one and I get the same error on retry.
Adding my voice to the choir, same thing happened last month with Hellbreakers. Same payment method I used to manually order Hellbreakers, so I know it worked and nothing has changed since then.
I'm sure as soon as someone wakes up in Seattle it will be fixed. A company's No. 1 priority is to fix how people give them money.
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I do not envy Customer Support when they come in this morning to a flood of complaints about this.
I expect we will get some sort of response in about two hours.
For reference, I also got the e-mail and went into my Paizo account (directly, not using the e-mail link since I had no way to verify authenticity) to find the payment method was declined. I went in to edit, filling in my phone number so it would see a change.
Waiting to see what happens. I figure with this many people seeing the problem, there is no reason to write Customer Support. They already likely have an overflowing e-mail box.
+1. Same error.
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I got an email this morning stating there was a payment error for this months subscription, the details were all correct, i retried, got the same error.
So at this point i decided to delete my payment method and re-add it, and it wouldn't accept the details.
So i decided to swap to a credit card, and again, it failed to accept the details.
I'm now stuck with no payment methods on my account, and no way to process the subscription that's due
Speaking to others on a discord, and they are also experiencing the same error
Please Help!
Same, failed, checked card, no issue, no attempt on the card.
Deleted & re-entered details, failed to even save the card.
Still no go for me, thought I have at least been able to re-save my credit card info.
Same payment issue for me.
Same.
This is the type of error that really should be triggering a page/alert to someone at Paizo and an official statement even outside of business hours. A 5 hour outage at this point with no communication is not a great policy, especially given the low degree of business hours overlap for the EU customers and Paizo.
There is a red banner alert on the Manage Subscription page now.
There is a red banner alert on the Manage Subscription page now.
Yup I see it now, good. That still should have been there hours ago, IMO.
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There is a red banner alert on the Manage Subscription page now.Yup I see it now, good. That still should have been there hours ago, IMO.
You understand that Paizo is predominantly in the Pacific time zone right? A few hours ago most people that work there were still asleep.
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Yup I see it now, good. That still should have been there hours ago, IMO.
They aren't on-call MDs. No one is going to die if our books are delayed a few hours.
You understand that Paizo is predominantly in the Pacific time zone right? A few hours ago most people that work there were still asleep.There is a red banner alert on the Manage Subscription page now.Yup I see it now, good. That still should have been there hours ago, IMO.
I do, as I said in the post just a little above -- they should have pages/alerting going off if all subscriptions are failing. That is the type of a failure mode that 100% should wake people up -- or schedule your bulk subscription auth run during your business hours. If you want to run the bulk auth during an overnight lull, you 100% need monitoring & alerting of it to deal with problems quickly.
Nobody is going to die because books are a little delayed my guy
This really isn't something we should wish to disrupt the work-life balance and mental health of already dedicated and stressed employees over. In perspective, no harm, no foul. I don't see any harm to us.
Everywhere I've worked in tech or consulting that had money changing hands, has had 24/7 monitoring and alerting. You've seen the number of people wondering if there was a hack, or other problem. This is different from 24/7 tech support, which I do not expect at Paizo scale.
Now this could be something Paizo has off-loaded to their store vendor for health and monitoring. And perhaps their vendor can't respond here/put up the banner and they need to work out a better SOP (standard operating procedure) for widespread payment failures.
I'll drop this now, since I'd like the thread to stay focused on any communication we get from Paizo about resolution.
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My payment went through and I have Galactic Ancestries. Unfortunately, Hellfire Dispatches is missing from my library. I'll give CS a bit before opening a ticket.
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Placed and have Galactic Ancestries, but only the per-chapter version, not the single PDF. Like Xethik, I'll give it a bit before badgering CS.
Same - hit Refresh and it processed, but only automated per chapter Galactic Ancestries.
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I hit retry now on my manage subscriptions page and it said it processed.
Pawns are in my Library but Lost Omens Hellfire Dispatchers is not.
Paizo Plus gold has not been added for this order, which may take until after it is shipped. But last months order has not been applied yet either and it has definitely arrived.
Can't wait til these kinks are worked out of the system.
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I hit retry now on my manage subscriptions page and it said it processed.
Pawns are in my Library but Lost Omens Hellfire Dispatchers is not.
Paizo Plus gold has not been added for this order, which may take until after it is shipped. But last months order has not been applied yet either and it has definitely arrived.
Can't wait til these kinks are worked out of the system.
I actually have that same issue; last month's subscriber order not generating any Paizo gold.
I opened an incident with the Customer Service team to inquire.
Drat, it seems as though my order was just… vaporized, maybe because I retried the order one too many times and got declined. Any idea if there will be a way to re-make that order?
Open a ticket using the Customer Support link below -> How do I reach customer service article. From my experience, Paizo CS is responsive to tickets, although today may be a 3 alarm fire Monday!
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I had to manually push the retry button. I have the Multi pdf of SFGA but do not have the hellfire in my library.
Unfortunately, I no longer have a retry button and the "Next Order" date has changed to June 16th. Mine will have to rectified by customer service.
Retried on Hellfire Dispatches in subscription and card is charged (pending) so I expect I'll be seeing the PDF in my library soon-ish.
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I had to manually push the retry button. I have the Multi pdf of SFGA but do not have the hellfire in my library.
This is exactly the same thing I've had. The order went through, but the single file PDF of Galactic Ancestries is missing and there is nothing for Hellfire Dispatches.
something seems to be happening in general. I ordered a lot of maps from teh sale, and payed for 'go faster' shipping so i'd have it for my next game and it's still (3 days on) in awaiting fulfillment. I'll be shocked if they make that 3 day shipping time at this rate!!
my order is s till stuck in awaiting fulfillment.