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Unable to complete billing information
I can't access my project information.
I keep getting sent to the Billing Info page.
I enter all my details and it keeps saying the transaction was unsuccessful even though I know the details are valid. This is definately not an insufficient funds problem.
Now I have commited to numerous projects in SCRUMD that I have no access to!!
I keep getting sent to the Billing Info page.
I enter all my details and it keeps saying the transaction was unsuccessful even though I know the details are valid. This is definately not an insufficient funds problem.
Now I have commited to numerous projects in SCRUMD that I have no access to!!
I’m anxious, frustrated, angry
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The company marked this problem solved.
The best solution from the company
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Once again I want to apologize to all of our customers who have been having billing issues, and thank you for your patience while we tracked down the problem.
Due to the fact that our original billing form contained only a drop-down of US-based states, many international customers ended up with a bad billing address saved in our payment gateway.
The form was fixed, but there was also a bug preventing addresses from being updated in our payment gateway. This has now also been fixed.
So to anyone who has experienced billing issues, please go to the Billing Info tab under the Account section and update your billing information and address. Even if you have already done this several times.
Be sure to enter the address exactly as it would appear on your bank statement. Type in your state/province if that is applicable, leave it blank if it is not.
Thanks.
I’m happy
The company says
this solves the problem
Create a customer community for your own organization
Plans starting at $19/month
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Inappropriate?Hi Bryn,
What's your sub-domain? Also, when did you sign up? I can check to see if you have an expired trial or if there is some other issue. -
Inappropriate?lithe.scrumd.com
I believe my first payment is due so yes my trial would have expired.
Tried a couple of CC now to no avail
I’m thankful
1 Comment Add a comment
This solves the problem
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We're updating the billing code now. We've had an issue where everyone (no matter what country you are in) has to enter in a state in order for the credit card to go through. This is not very user friendly and something we are working on. Could this be what's happening for you? -
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Inappropriate?Please try that and let us know if it works. Authorize.net is usually a day behind on showing us transactions so I can check that first thing tomorrow.
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Inappropriate?I'm not sure I understand. The US states are the only ones listed and there's no way to not select one.
How do I make sure a state is entered? There's no way of not having one selected even if its incorrect.
1 Comment Add a comment
This solves the problem
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I've extended your trial while we look into this problem. Please let us know if you can't get back in. Thanks.
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Inappropriate?If one is selected then it might be something else. I'm extending your trial by a few days while we figure out what's up. Auth.net should show us something tomorrow. Can you email support@adsdevshop.com so I can email you what they tell us for you?
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Inappropriate?Hi,
We're experiencing the same problem here. So far, we have tried 4 different CC to no avail. We are based in the UK.
Could you please also extend our trial until this is sorted out? Our subdomain is amnesty.scrumd.com.
Cheers,
Michael
I’m frustrated
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Inappropriate?Hi Michael,
You should be good to go. I've extended your trial a few weeks. Please let me know if you are back in. Thanks. -
Inappropriate?We are experiencing the same problem. This is the third problem I have ran into using Scrum'd the last 5 weeks.
I now have two projects being totally blocked, and two clients making fun of us, that we haven't payed our bills yet.
I suggest you open up our account asap .
I’m angry
1 Comment Add a comment
This solves the problem
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Hi Harm,
We'll get you in asap. What is your subdomain? Also, are you seeing any errors when you try to input your credit card information? I can see if authorize.net is giving us any information as well. For that I will need your full name. Thanks. -
Inappropriate?Hi Robert, I'm having the same problem. Updating billing info with a valid credit card only results in transaction unsuccessful. subdomain: powerupdev.scrumd.com1 Comment Add a comment
This solves the problem
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Hi Tim,
We've just had an epiphany here about the billing portion of the application. We are updating scrum'd and will push out an update in an hour or so. Please standby for that.
In the meantime, I'll get you back in. -
6 Comments Add a comment
This solves the problem
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We've extended your due date by a week. You should be back in now. Are you sure this card is working elsewhere? We're still looking into possible issues on our end.
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Yes, I used it elsewhere today. I just put N/A in the state/province field.
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Actually this may be the issue. The payment gateway may be interpreting "N/A" as an invalid state. Does state or province not apply to the country where you live?
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Nothing like that in Norway. We have counties, but they are not used in addresses.
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Hi Kåre, we've removed the state/province requirement for addresses outside of the US. Please try entering your billing information again, leaving the state/province field completely blank and let us know if it is still failing. Thanks.
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I did that, and it said "billing information updated". So presumably it went through.
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Inappropriate?Anyone else who was locked out. Please try entering your billing information again. Note that we've replaced the "state" drop-down with a "State/Province" text field.
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Inappropriate?I'm having the same problem, keeps saying transaction unsuccessful. I'm in the US.
I’m frustrated, annoyed
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Inappropriate?Hi David,
Our payment processor - authorize.net - had a fire in one of their datacenters the other day. We will run test transactions to see if this is an issue on their side. Thanks for letting us know. What is your subdomain so we can get you back in? -
Inappropriate?rawberg1 Comment Add a comment
This solves the problem
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Hi David, is your last name Feinberg? If so, please email support@adsdevshop for some additional info on this transaction. Thanks.
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Inappropriate?I'm shut out from my project again and redirected to the billing info page. Where I'm informed the transaction was unsuccessful when I enter my credit card details. I've tried both leaving the date/province field empty and entering my county. Now can you please just extend my due date until you fix this problem so I don't have too come back here every week?
My domain is "nottoobad".
I’m frustrated
2 Comments Add a comment
This solves the problem
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Hi Kare,
My sincere apologies for the continued pains with this. I appreciate you bearing with us. I've extended your account by two months. -
I still can't access my project. I've tried logging out and in again.
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Inappropriate?Please try again Kare you should be good to go.
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Inappropriate?Hi Robert, this is still a problem for me. I can't access my projects nor update my billing info with valid credit cards.1 Comment Add a comment
This solves the problem
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Hi Tim, can you email support@adsdevshop.com with your address exactly as you are entering it on the site? Including a link to this thread would help as well. Thanks.
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Inappropriate?Same here. Trial expired but i keep getting: 'The transaction was unsuccessful'. Also we have entered our billing info before and don't see why these are not used?
Please extend our trial utill this is solved, i have some big clients coming over today and i need to access that information. subdomain eetnu
I’m scared
5 Comments Add a comment
This solves the problem
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Hi Gerard, I've extended your trial until one week from now so you can get back in until we figure out what's wrong. What country are you in?
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Thank you. The Netherlands.
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What are you entering into the State/Province field?
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I couldn't leave it blank, so entered 'Limburg', my dutch province, although it's a bit weird to enter your province when your country is just a speck.
I saw your comment above about removing the state/prov restriction. I tried again with state/prov blank and got 'Your billing information has been updated.'. Schweet!
By the way. It sucks not beeing able to pay, but having to re-enter card type, exp. date and CVV every time you get an error is almost just as bad. Shouldn't rails take care of that? -
We're aware of the issues with the CC fields not retaining their values on error and it should be fixed in an upcoming release. Sorry about that.
As for the province, we've modified that so it's no longer required for non-U.S. countries, so go ahead and leave it blank next time and see if that works. Thanks. -
Inappropriate?I'm also still stuck with the same problem. My error message is also " There was an error saving your billing information: The transaction was unsuccessful". I tried 2 different credit cards that I can definitely confirm are still valid. Can you please extend our trial (subdomain: amnesty) until this issue is solved? Many thanks!1 Comment Add a comment
This solves the problem
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Hi Mikey C, we're very sorry this is still happening for you. I've extended your next due date until one week from now. Can you please email support@adsdevshop.com with the billing address exactly as you are entering it when getting that failure message? Please also include your subdomain and a link to this thread. Thanks.
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Inappropriate?I'm in a serious situation with my client over our inability to get to the product backlog, I've sent multiple emails to support@adsdevshop.com with no response. Can you please allow me to get my data out? (subdomain: powerupdev)2 Comments Add a comment
This solves the problem
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Hi Tim, I'm very sorry about that and I'm letting you back in now, as well as giving you 2 free months for your trouble. We've gotten your emails and it appears there is a different address saved in the payment gateway that isn't being updated with the one you're entering, causing the authorization to fail the address check. We suspect there's a problem with customers who have had their address change since signing up, but we're still looking into it.
You should receive another reply from me very soon letting you know you are back in. -
Tim, you should have access to your account now.
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Inappropriate?Scrumd still doesn't work for us. While we are now able to enter our billing information on account (it said "Your billing information has been updated.") it's still not being processed on the day it says it would process the payment. I'm going to send you a separate email with my billing address. In the meantime, can you extend my account for another week (at least)? Cheers!
I’m frustrated
1 Comment Add a comment
This solves the problem
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Hi Mikey. Again, or sincere apologies. We've extended your account for another month while we continue to look into this. Thanks again for your continued patience as we track down what is causing these billing issues for some of our customers.
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Inappropriate?And the problem has returned...
After finally being able to update our billing information a few weeks ago, we're now having the same problem again. Can you please extend our trial (again) and fix this! Our subdomain is i76.
It's really frustrating that we have to reschedule meetings with our clients because we can't log in to scrum'd.
I’m angry
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Inappropriate?And the problem is back for us as well!
Our subdomain is kabisa.
This has happened three times before now, and each time we look like total idiots to our clients. We are paying heavily ($40 per month for four projects), which is outrageous to begin with, because of the many bugs that still exist in your 'product'. But when it is not working at all for the third time, you guys are seriously pissing me off.
I suggest you fix this problem once and for all today.
I’m very angry
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Inappropriate?Tom-Eric and Harm,
I've extended your accounts 6 months. Since we are having major problems with authorize.net and in their reporting section I can't run any reports on anything other than settled and unsettled transactions, we're going to switch the payment processor.1 Comment Add a comment
This solves the problem
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Thanks!
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Inappropriate?Once again I want to apologize to all of our customers who have been having billing issues, and thank you for your patience while we tracked down the problem.
Due to the fact that our original billing form contained only a drop-down of US-based states, many international customers ended up with a bad billing address saved in our payment gateway.
The form was fixed, but there was also a bug preventing addresses from being updated in our payment gateway. This has now also been fixed.
So to anyone who has experienced billing issues, please go to the Billing Info tab under the Account section and update your billing information and address. Even if you have already done this several times.
Be sure to enter the address exactly as it would appear on your bank statement. Type in your state/province if that is applicable, leave it blank if it is not.
Thanks.
I’m happy
The company says
this solves the problem
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Inappropriate?It's still not working for me.
The billing page keeps saying that my transaction was unsuccessful. I tried it several times, with and without an entry for state / province (I'm from Germany) but nothing happens.
I can't reach any of my project data though, that's not fair :(
I’m pissed
1 Comment Add a comment
This solves the problem
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Very sorry for that. You should be back in now. We've given you 2 free months while we continue to debug these issues. Again, sorry for the inconvenience.
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