Payment system still down

[denise]

Our processor was unable to resolve the error before the end of their business day, so payments will be down for at least another night. I'm sorry! We're trying to get it fixed as fast as we can.

Comments

[curiosity]

It's ok! You guys are working hard! <3

[lauerz]

Don't worry about it! It is going to be all right!

[lb_lee]

It's okay! We believe in y'all!

[lxe]

Oh, great to know! I thought it was something with my card or my credit union. No worries!

[porygons]

I have a stupid question, but I don't know where to ask it. If I buy a paid account, how many icon slots does that give me right off the bat?

[kelkyag]

FAQ: How many icons can I have?

[nanila]

Thanks for keeping us posted. Good luck with resolving!

[aenigmata]

Will you be compensating those who were charged multiple times somehow?

[loafing_oaf]

Ah, I missed the first post about this and have tried a few times yesterday and today. Glad it's not me being an idiot, hope it can be resolved soon.

Also, thank you all for your hard work on this site :)

[denise]

I see that kelkyag linked you to the FAQ already, but if you have any other questions, ask! There is no such thing as a stupid question. :)

(Also, if you have general site questions, support is always a good place to start! But asking in comments to official posts will usually get you an answer too, people are really helpful around here.)

[denise]

Right now nobody's been charged at all! There's two possibilities for what will happen when we're able to resolve this: either the payment gateway has held the transactions that were tried while they were unable to complete them and will run all the transactions at once when they're able to fix the problem, or they haven't stored the transactions and everything that's hanging out on our end for a "payment successful" message will switch to a failed state at that point. We don't know which of the two possibilities will happen (it entirely depends on the payment gateway, which we don't control) and their customer support has been unable to tell us for sure.

If the transactions do all go through once we're able to resolve the problem, what we've done before in cases like this is look at the payments that were submitted during the issue, try to identify which ones of them may be unintentional double-payments, and email the people who made the payments to be sure that they really were double payments. (It's hard to tell sometimes, because it's actually fairly common for people to make multiple legitimate transactions in a short window, which is why we doublecheck.) If a double payment did go through, we give people the choice of what they want to do -- some people decide to keep the extra paid time so they don't have to pay again next month or whatever, some people decide to have us give them the points value of the thing they were double-charged for so they can spend the points later, some people decide to have us issue a refund for the extra payments to their card.

Once this is fixed and we know which of the scenarios (hanging payments will be charged and completed vs hanging payments will fail without a charge) we're dealing with, we'll post another dw_maintenance post to let people know what happened, how we'll fix it, and (if it is that hanging payments will be charged) what to do if they didn't see our email!

[denise]

No worries, that's why we post in multiple places when something like this happens so there's a bigger chance somebody will see it in one of the places! And thank you. :)