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First-time billing problem
Hello,
My trial at scrum'd has been expired 4 days ago and today I decided to continue usage and so entered my credit card info. After filling up the form and pressing "Update Billing Information" I was not billed and looks like my info wasn't been saved.
Form layout brokes also. Seems like there should be some errors, but there are no. Also on this page with broken form I see "Current Payment Method: XXXX-XXXX-XXXX-1479 / 09-2009" instead of "Current Payment Method: / ". But once I reload the page, info gone.
Could you help?
My trial at scrum'd has been expired 4 days ago and today I decided to continue usage and so entered my credit card info. After filling up the form and pressing "Update Billing Information" I was not billed and looks like my info wasn't been saved.
Form layout brokes also. Seems like there should be some errors, but there are no. Also on this page with broken form I see "Current Payment Method: XXXX-XXXX-XXXX-1479 / 09-2009" instead of "Current Payment Method: / ". But once I reload the page, info gone.
Could you help?
I’m confused
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Hi Victor,
The system shouldn't have a problem with the address as you've entered it in the screenshot. I did notice that the CVV field was blank, and that may be the cause, as this is required.
We've fixed the formatting and made sure proper error messages are being displayed if and when the form fails. So if you try again, you should get a much more helpful message.
Let us know if you still have trouble after that.
I’m hopeful
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Inappropriate?Hi Victor,
We'll check this out ASAP. Thank you for bringing it to our attention. We'll update you here as soon as we have more information. -
Inappropriate?Hi Victor,
Can you try this again, double-checking that the credit card number and address you entered is valid? It looks like the system is not properly displaying a helpful error message if either of this is invalid, and will simply reload the form as you're seeing it there. We're working on a fix for this.
Let us know if you're still getting the same result.2 Comments Add a comment
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I don't know where should I write in this system to get you notified. So I live this comment just in case as a note that I've replied to your proposal. -
Any comments and messages that you leave here are sent to us automatically.
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Inappropriate?Hi Robert and Justin,
I've double-double-double checked all fields and had no luck. I also tried another card. Result is the same. Pity.
I've noticed there are some issues with your form:
- You do not provide an option "Outside of US" or something like that to skip state specification. Here in Russia we have no states, and particularly we have no Alaska :) Which is a default choice
- You say that "All Fields Required". And second line of street address is required too?? I think no, but who knows. I've tried to fill it with simple dot character and leave empty... just in case
Could these issues be the reason of the problem?
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Inappropriate?Thanks for the additional information Victor. I think that those could be the exact reason for the issues. We're working on it as I type this and will push an update as soon as possible. Thank you for bearing with us.
For now, I can extend your trial. What is your subdomain? -
Inappropriate?Oh, so quick reply.. Thanks :)
The domain is https://sveedo.scrumd.com
And one more thing with your form, but not directly related: On other sites browser does not cache CVV and sometimes the card number itself, so auto-completion for these fields doesn't work. It is good because of security reasons. Please consider make this too.
Thanks, hope fix is coming soon2 Comments Add a comment
This answers the question
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I've given you an extra week while we work on this issue, which we'll hammer out asap.
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Cool, mercy!
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Inappropriate?Hi Victor,
The system shouldn't have a problem with the address as you've entered it in the screenshot. I did notice that the CVV field was blank, and that may be the cause, as this is required.
We've fixed the formatting and made sure proper error messages are being displayed if and when the form fails. So if you try again, you should get a much more helpful message.
Let us know if you still have trouble after that.
I’m hopeful
The company and 1 other person say
this answers the question
2 Comments Add a comment
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Hi, Justin. I just tried and seems like all works fine now. CVV was cleared after form submit and page reloading. Absence of an empty state is a bit confusing so I specified Alaska :) Anyway looks like problem is resolved. I'll report if something will go wrong while next charge which is scheduled on May 18th.
Thanks -
Thats great! And we're working on the state issue.
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Inappropriate?I have the same problem. Every time I submit it goes back to the same page, clears the CVV field and resets the expiration date.
My domain is "nottoobad".
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Sorry to hear that. Are you seeing an error message at all?
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No. It's just like in the screenshot above.
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Sorry to keep asking about this, but it is *exactly* like the screenshot? Including the layout bug causing the right side to drop down under the left side?
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It looks like you may have run into a special case where your credit card and address are valid, but it still fails to get saved in the payment gateway. I've just deployed an update that will show you an error message if this happens. Please try updating your billing information again and let me know if you see a new error message and what it is. Thanks and again, sorry for the hassle.
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I just received an invoice from scrumd. It doesn't show up at scrumd.com under "Billing History" or "Billing Information" though. Should I still try updating my billing information again?
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That was sent in error. It was an email from our development environment while I was testing your account. You can ignore it. Your card was not billed. Please do try updating your billing information again.
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Updated billing information. Same thing happened.
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While we are fixing this, can you extend my trial period? No matter what I click on I'm sent to the billing information page.
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No problem. We've extended your trial until next Friday.
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Inappropriate?Kåre,
Sorry for the delay on this. We've just deployed the latest update with improvements to the error handling on the billing form. Can you please try updating your billing information again and let us know if you see a proper failure message this time?
Thanks,
Justin
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Seems to work now. Thanks.
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