topic Re: Payment taken but subscription update not processing in Get Support

Payment taken but subscription update not processing

Mapl3 — Thu, 01 May 2025 10:00:34 GMT

Hi, I'm trying to change my subscription. It takes the payment from my credit card, updates my 'available funds' with the new subscription cost yet when I try to check out the new subscription by selecting 'use available funds' I get the message: 'Sorry, we're not able to take your payment at this time, please try again later'

Re: Payment taken but subscription update not processing

Handy1 — Thu, 01 May 2025 10:32:49 GMT

@Mapl3 Maybe try again but first clear web browser cacahe and cookies or uninstall the app and reinstall it allowing location services on with in the app itself . If you keep having issues can also send support message to investigate

Re: Payment taken but subscription update not processing

Phil_Adelphus — Thu, 01 May 2025 11:17:30 GMT

@Mapl3 When is your renewal date, could you be trying to change subscription on the actual renewal day?

Re: Payment taken but subscription update not processing

Mapl3 — Thu, 01 May 2025 11:26:04 GMT

Thanks, both. My renewal date is May 15th but I've selected 'change now' to start the new subscription today. The money has been taken from my credit card and is in available funds but when I check out the cart with the new subscription I get the error and I've tried three different devices. I've raised a ticket with support.

Re: Payment taken but subscription update not processing

hTideGnow — Thu, 01 May 2025 12:11:50 GMT

hi @Mapl3

yes, there has been many reported problem with plan change in the last little while. I talked to couple of them and they need PM to help to successfully make the plan change.

Re: Payment taken but subscription update not processing

Mapl3 — Thu, 01 May 2025 15:27:59 GMT

Hi @hTideGnow , thanks for letting me know. I shut down my regular internet provider yesterday assuming it would be an easy switch. Nightmare!

Re: Payment taken but subscription update not processing

hTideGnow — Thu, 01 May 2025 15:31:24 GMT

hi @Mapl3

what you meant by shutdown?

Re: Payment taken but subscription update not processing

Mapl3 — Thu, 01 May 2025 15:35:25 GMT

I shut down my residential internet and am moving to 100% mobile. Or so I thought!