Background of the issue:
I'm translating my website in English using WPML and I've reached about 192,000 credits. WPML is asking for a deposit of 100€.
Symptoms:
The payment seems to fail with a message to 'check your card information and try again'.
Questions:
Can I change the card for the deposit payment?
Do I have to add a credit card instead of a prepaid card?
Hi Andrey, thank you for your answer. I've tried to add the debug info but it says that 'The debug information is not valid', so please let me know if i can paste it here or there's another way to send it to you. This is the error i get when i try to place the deposit to go on with the translations.
Hello Luca,
Mercedes here from the Accounts team.
Can you please let me know the last 4 digits of the card you're trying to use?
I'll take a look on the payment processor.
Hi Mercedes, thank you for your help. We tried to process the payment again but it's not working. If the client changes credit card there won't be any problems since the bill is set to be released on the 1st of june right? Thank you!
I'm back Mercedes, i tried to proceed to the payment on other browsers (Safari and Firefox), so i believe the problem is the credit card. Is there anything else we can try? Thanks a lot for your help!
Hello Luca,
Thanks for the update. You can try the following:
1- Try another card, if available.
2- Contact your bank about this and see if they are bloking the payment for some reason. Banks sometimes need to authorize some online transactions.
If this doesn't work, let me know and I will check with the payment processor support team.
Hi Mercedes, i'll try to change card so we can go on with the translations. Do you think the problem might be related to the prepaid card? Do i have to use a credit card instead? Thank you!
Hi mercedes, i got a doubt: since we are using a pre paid - virtual card could it be that that the virtual card was used for the invoices from April and May at 0€? And that now the card is not valid anymore?
If so, we can change card with a credit card. Can you please assure me that the deposit fee of 100€ will be removed by the time the invoice gets released in June? Thank you
Hello Luca,
Honestly, I am not sure about the validity of the virtual card, I don't know if this may be the problem, but you can try chaging cards and see if this works.
If you process the Safety limit for 100 EUR now, it will then be discounted for the usage to be paid in June.
Hi Mercedes, thank you for your answer! We will proceed by changing the credit card and i'll let you know. I got one last doubt: can we change credit card anytime we want? Is there a limit when we want to change credit card? Cause we might need to make different changes and i'd like to prevent any blocking. Thank you!
