denise: Image: Me, facing away from camera, on top of the Castel Sant'Angelo in Rome (Default)
Denise ([staff profile] denise) wrote in [site community profile] dw_maintenance2013-09-05 03:26 pm

Payment system problems

We're still having trouble tracking down a minor bug with the payment system:

* In some rare cases, trying to complete a payment will result in an error message. It seems to be even odds whether the failure happens before or after your card has been charged, but either way, the items won't be applied to your account. If this happens to you, the error message asks you to open a support request in the Account Payments category: please do so! I'll be able to check whether your card has been charged, and if so, make sure you get the items you paid for.

(EDIT: There was another point here about a different problem that had cropped up since last night, but further investigation turned up that it was only a variant of the above, and only a single payment was affected by it. So, false alarm there!)

I'm really sorry about the hassle, folks! We've been trying to work out what's causing this to happen, but no luck so far. If you ever have questions about whether or not your payment has gone through, just open a support request to ask, and I'll get to it as soon as possible. (This weekend there might be some delay, since my sister's getting married! But usually it's a pretty quick turnaround.)
alierak: (Default)

[personal profile] alierak 2013-09-05 09:07 pm (UTC)(link)
Actually we did have some luck tracking down the intermittent problem with rename token purchases, but just haven't yet pushed out a fix.

[personal profile] agnosis1975 2013-09-06 08:56 am (UTC)(link)
Thankyou for making this public.

It's one of the things I appreciate about DW.
badly_knitted: (Confused Ianto)

[personal profile] badly_knitted 2013-09-06 09:58 am (UTC)(link)
I just paid my account subscription, but my first attempt was rejected so I used a different card. I don't remember what the message said or if it asked me to open a support request, I think it just said the transaction couldn't be completed. I was all over the place because my mother had just suffered a stroke and I wanted to get my subscription paid before I forgot, so I just tried my other card and everything went through, but now I'm wondering if I've paid with both my cards. Is there any way of finding out?
badly_knitted: (Jack - Yay)

[personal profile] badly_knitted 2013-09-06 12:50 pm (UTC)(link)
Thank you, I really didn't know what I was doing that day, I'm not at all surprised it was just mistyping - I make a lot of mistakes at the best of times.

Thanks for putting my mind at rest.
ingridmatthews: (Default)

[personal profile] ingridmatthews 2014-02-22 10:44 pm (UTC)(link)
Got it, thank you! It worked out fine.