topic Error message during payment in Get Support

Error message during payment

Oatawao — Fri, 21 Jun 2024 15:18:44 GMT

Hello, I am trying to subscribe to a new plan. After entering the plan, payment info and shipping information, I get a message "Error something went wrong, please try again." when I click on pay now.

I've double checked all of my information and it is correct. I've also tried to relog into the app and enter all the information again, but same message.

Re: Error message during payment

hTideGnow — Fri, 21 Jun 2024 15:23:14 GMT

hi @Oatawao

are you using the app to subscribe? If not, please download the Public Mobile app and use it to subscribe

Re: Error message during payment

Oatawao — Fri, 21 Jun 2024 15:24:15 GMT

Yes, this is through the app.

Re: Error message during payment

hairbag1 — Fri, 21 Jun 2024 15:24:59 GMT

@Oatawao

make sure you're not selecting a plan that's only available for "New Activations".

Try logging in to your account on a laptop using incognito mode. Clear cache file too.

Re: Error message during payment

hTideGnow — Fri, 21 Jun 2024 15:25:11 GMT

HI @Oatawao

better to uninstall the app, wait an hour and try again

make sure the address you put in is the same as the one on your credit card

Re: Error message during payment

Oatawao — Fri, 21 Jun 2024 15:26:46 GMT

I'm not sure what you mean. I am subscribing and trying to activate a new plan.

Re: Error message during payment

hairbag1 — Fri, 21 Jun 2024 15:29:54 GMT

@Oatawao wrote:
I'm not sure what you mean. I am subscribing and trying to activate a new plan.

Sorry...thought you were a current customer wanting a new plan.

Re: Error message during payment

will13am — Fri, 21 Jun 2024 15:44:09 GMT

@Oatawao wrote:
I'm not sure what you mean. I am subscribing and trying to activate a new plan.

@Oatawao , the activation process can be glitchy at times. It is best to delete app cache before a second attempt. Also many successive failures can lead a payment card to be locked out. Personally I don't have any experience with the lock out period, some have reported that it can be an hour or so. If you have failed the payment the payment step more than twice, it might be a good idea to take a break and try again later in the day.

Re: Error message during payment

Oatawao — Fri, 21 Jun 2024 20:24:15 GMT

Thanks for everyone that responded. I was able to process payment directly on the website and not through the app.