My credit card expired, so my support stopped. I tried to start a new support with my new credit card, but when I get redirected to the payment page, input my CC info, and continue, the page just greys out and nothing happens even if I wait 10-15 minutes. I want to support again, but I can’t see how.
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@kionak219 thanks for being a supporter! Sorry for the troubles here with updating your cc info, here’s what I’m seeing:
By the time you’re at the point of entering your CC info it means you’re on our payment provider’s site (Stripe in this case). Looking through the logs they provide it’s indicating to me that they believe that after you submit your new CC info it’s waiting for an additional verification step from you. It doesn’t tell me what kind of verification, just that it’s waiting for something.
If you’re seeing a gray overlay on the screen, I’m wondering if you have a popup blocker or something that removed whatever verification step they’re waiting for? If you don’t have a popup blocker, does your card issuer have some form of two factor authentication that might need to be completed before continuing? I’d expect either like a text message or a mobile app thing you have to click to approve the transaction, something like that.
Those are the two thoughts that come to mind. The other possibility is that somewhere in the payment pipeline there’s an issue that will likely work itself out, so if nothing else you might just try again in a little bit.
Sorry I don’t have anything definitive for you, let me know if you’ve checked those and they don’t turn out to be the issue and we’ll do some more digging.
– anoek
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Thanks for the response. I am not sure what the issue was, but here is how I solved it. Instead of trying again on the PC, I went on the mobile app and went to the subscribe page. Then I saw options to “Update CC info” or “Cancel subscription”. The “update” option errored out. So I canceled and then restarted my membership on the phone. worked this time.
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Very interesting, thanks for following up.
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