11-16-2017 03:27 PM - edited 01-05-2022 03:36 AM
Hi,I'm on autopay and I have a technical payment issues such that the system would not accept my updated valid (verified by Master Card) credit card info. I removed the old card and even removed myself from autopay, but the system is not able to process transaction. I do not have another credit card to use for this payment.
Thank-you!
11-16-2017 08:00 PM
Do you by any chance have a second address set up on your CC file?
That screwed me up a year ago when I wanted to sign up for PM. I did not remember that I added my work address to my Visa, because some online sites won't process transaction if you want to ship somewhere else if you only have your home address on file with CC.
Little did I know, adding the work address to my Visa made it the primary address, and the PM system could not process the transaction, even though my home address (which I was entering) was still on CC file.
Of course the PM system would not give a proper hint as to what may be wrong, just a generic message that it cannot be processed. Calling Visa a few times finally revealed the problem, but even after asking Visa to remove the work address completely and put my home address as primary, it would not process. I actually entered my work address, and boom it processed. My CC was expiring anyway, so before the next refill I changed the number and address and everything has been OK since.
Or, did you happen to move and changed the address on the CC recently?
11-16-2017 03:49 PM
@adnillinda, the self serve portal is really glitchy when it comes to adding a credit card. Multiple tries does work sometimes. Switching browser is often an effective workaround. I suggest chrome browser, incognito mode. Good luck. BTW, I don't think the moderator team can intervene on this issue for security reasons. I believe they are not allowed access to the credit card information on file.
11-16-2017 03:47 PM
Thanks, I'm new to all this! So much trouble to try and give PM my money. Your prompt reply however is much appreciated!
11-16-2017 03:30 PM - edited 11-16-2017 03:31 PM
Send a private message to @CS_Agent.
This is a persistent bug that PM has yet to fix. You will need a moderator to get it sorted.