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Hey folks, Just looking to confirm with someone at paizo that paizo-inc--store-1@reorder.com is the email address that payment issues are sent through? Only because the timing was pretty strange (4am) I didn't click on this email when it came in, just went into my account normally and modified my credit card details to make sure, but I work in IT so I immediately assumed it was phishing.
Can someone confirm for me?
Thank you,
Shan
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Same problem here, US based as well. Just to clarify that it's not a foreign cards issue.
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US based Starfinder 2e subscriber experiencing the same issues. Got email saying unable to place subscription order. (1) Tried to add new card from bed using phone, but new store returned error when saving new data. (2) Updated original card with full name and retried; store page reported success for pre-authorization. Went back to bed when I received another email stating Paizo Unable to place subscription order... Got up and went to computer to find that when I try to login to Paizo account...it reports that my email address doesn't exist. Followed login webpage instructions that if "this is your first time logging in, click fogot your password", updated password and now account is locked out... SIGH.
Starfinder 2e subscriber experiencing the same issues. Got email saying unable to place subscription order. (1) Tried to add new card from bed using phone, but new store returned error when saving new data. (2) Updated original card with full name and retried; store page reported success for pre-authorization. Went back to bed when I received another email stating Paizo Unable to place subscription order... Got up and went to computer to find that when I try to login to Paizo account...it reports that my email address doesn't exist. Followed login webpage instructions that if "this is your first time logging in, click fogot your password", updated password and now account is locked out... SIGH.
This is why I'm worried about Phishing, because that's usually what happens. It tells you it can't do a thing, and you need to fix it immediately, gives you a bunch of links, you check the cards, they're mostly fine, etc. I hope people who clicked the links will be ok and that they were legit. I'm waiting for an official Paizo Rep to advise me on if it's legit before I believe anything.
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This is why I'm worried about Phishing, because that's usually what happens. It tells you it can't do a thing, and you need to fix it immediately, gives you a bunch of links, you check the cards, they're mostly fine, etc. I hope people who clicked the links will be ok and that they were legit. I'm waiting for an official Paizo Rep to advise me on if it's legit before I believe anything.
Caution is always advisable, but we can confirm they are legit emails considering they were sent on subscriber day, with verifiable details, consistent behavior across users and computers even when using last known good links. Thanks for the hopes, but we are OK. That said, submitting a case and waiting on Paizo to respond is advised based on our experiences. This is a back-end issue that I am afraid if we try to "fix" at the end-user side, we may make it worse! ...Like locking out your account or having the card provider or processor block the charge...
Yup. that's why I'm waiting for a Paizo person to confirm. I wouldn't ask or tell anyone to take any actions before then.
+1 to getting the email
I got it too (germany)
Deleting my card and adding (the same card) new worked for me.
I had to click "Retry" under the subscription order so the process started new
I've also got this failed payment / update card email cycle going on.
Also, I'm sure the blog about the new store said we'd be able to pay with PayPal, but when trying to add new/different payment methods, all I could see was how to add another credit or debit card. Does anyone know if it's actually possible to pay with PayPal?
I got it too (germany)
Deleting my card and adding (the same card) new worked for me.
I had to click "Retry" under the subscription order so the process started new
Can you re-confirm that this worked? I and others received a false positive pre-auth success message, but a spongebob "few minutes later" we get the same unable to process payment email and the failed status on the manage sub page. I do hope your experience was different and successful!
I got it too (germany)
Deleting my card and adding (the same card) new worked for me.
I had to click "Retry" under the subscription order so the process started new
Well, it’s not just me then. I’ve tried doing the same thing, but get an error when adding my card back in, so my account just has no payment options right now :/
I've also got this failed payment / update card email cycle going on.
Also, I'm sure the blog about the new store said we'd be able to pay with PayPal, but when trying to add new/different payment methods, all I could see was how to add another credit or debit card. Does anyone know if it's actually possible to pay with PayPal?
I was able to use it for my non-subscription Hellbreakers PDF, but I don’t think you can on subs.
I got the email too (Germany) and was unable to add a different payment method. However, the card on file should have worked in the first place, so I guess this is a problem on Paizo's end.
Same issue for me (Canada). Put in a ticket with Customer Service to try and get it resolved.
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My problem is even worse: after multiple failed reattempts/payment failures, I've lost all my payment methods. The latest subscription points to April 16th, with only two blank Starfinder Corebook and Pathfinder Lost Omens Book entries—it's a total mess.
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Same issue. Successfully updated to new payment method after switching browsers, but got an identical payment error email for that one, too. Even placed a regular order (bought a pin because it was cheap) to verify the store itself was still working, and that went through just fine. Am going to delete and re-enter the original card.
EDIT: Cannot update payment method :(
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Same issue here in the UK. My credit card that worked fine for last month’s subscription failed this month. I can re-add the details and reprocess and get a green bubble saying it worked then an email a few minutes later saying actually no it failed. I tried to add another card and the system wouldn’t allow that either. (I’ve never been able to edit Paizo website payment info on my iPhone tbh, it always fails.) Unable to use my work laptop as the site is blocked, so will have to try again later after work.
Got this same email and submitted a ticket. hopefully this is just a technical glitch on Paizo's end.
Same issue. In an effort to not inundate CS with tickets, I'll wait to see if Paizo responds to this thread.
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Same here. Called credit card company, they don't see any activity and aren't declining the charge.
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Hello,
To share this, i just encountered an issue related to payment
- a mail has been sent stating that the payment failed to to incorrect payment information. the URL from this e-mail looked suspicious, but connecting on Paizo's Web site the usual way confirmed there was an issue with payment.
- The same payment information worked fine a few days ago and information is valid
- From the subscription page, clicking on retry returns a success in the payment
- Refreshing the same page afterwards lead to the payment status being in error
What I tried
- In the payment method page, my name and first name were striped from their special caracters and replaced by space (i.e. `Frédéric` became `Fr d ric``
- After updating these information without special non-ameng characters the issue is still there
I've shared this to customer support, I hope it won't last for weeks before I can pay and release my monthly schedule
Question : Is there only poeple outside of US encountering this issue. Could it be linked to an Issue with Eu payment in the states ?
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Question : Is there only poeple outside of US encountering this issue. Could it be linked to an Issue with Eu payment in the states ?
As far as I can tell it's happening everywhere, as a US subscriber experiencing the same troubles.
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I had payment issues at first but when i just retried it skipped my order this month with no chance to retry now so be careful if you want this months book, just wait until they sorted it
In my experience, it'll pop back in your subscription queue in 5 to 10 minutes.
I had payment issues at first but when i just retried it skipped my order this month with no chance to retry now so be careful if you want this months book, just wait until they sorted it
It's not just you. I have not messed with mine for a while, but it also shows the June 16th Absalom Station sourcebook as the current book. Have hope!
EDIT: On closer inspection, the image is NOT the Absalom Station sourcebook.
I had payment issues at first but when i just retried it skipped my order this month with no chance to retry now so be careful if you want this months book, just wait until they sorted it
Eurgh this might have just happened to me. I made
Absolutely sure my delivery address and billing address wereIdentical and then reprocessed. This time it didn’t fail (yet) but neither did it appear as a successful order….
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Update: Was able to successfully re-enter both credit cards. Bank charge for the cheap merch I ordered went through. Subscription still not working and is sending me emails about it (both cards).
Want funny aliens. Sadge.
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There is a red banner alert on the Manage Subscription page now. Soon(tm) this will be a distant memory!
I was able to resubmit and got an approval email on my subscription. No pdf, though! I assume things are just a bit hinky while they sort out the authorization issues.
Marketing & Media Specialist
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Hey everyone! Thank you for giving each other a heads-up on this! We are experiencing issues with our subscription payment processor and are currently investigating. We hope to resolve this soon and have subscriptions processed and PDFs released as quickly as possible.
I'll follow up here with any further updates as we have them!
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Hey everyone! Thank you for giving each other a heads-up on this! We are experiencing issues with our subscription payment processor and are currently investigating. We hope to resolve this soon and have subscriptions processed and PDFs released as quickly as possible.I'll follow up here with any further updates as we have them!
Thanks Rue! I'm sure this is quite the kerfuffle to come into first thing on a monday so wishing the team all the luck on this!
Good luck solving this! This is actually identical to the problem I had when I subscribed to get Season of Ghosts, and it wasn't really actually resolved (ordered the book manually and CS gave me the PDF weeks later), this time since it seems to be happening en masse I'll wait and hopefully fingers crossed it can work this time
But to +1 the situation with my own anecdote, subscriptions haven't actually worked for me at all since the website change, it's always one problem or another, but it's definitely not my card as I'm able to do normal orders here
Good luck! I got the email too. I tried deleting my card and redoing it, but that didn't work.