tag:dooster.tenderapp.com,2011-05-09:/discussions/questions/3077-account-expirationThe Online Business Managing Tool: Discussion 2016-08-12T03:25:58Ztag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-18T17:39:18Z2014-03-18T17:39:18ZAccount Expiration<div><p>Hello Crystal</p>
<p>Sorry about that. We're looking into it and will revert asap</p>
<p>Thank you for your patience</p>
<p>John</p></div>Johntag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-18T18:22:19Z2014-03-18T18:22:19ZAccount Expiration<div><p>Hello Crystal</p>
<p>Just to update you: I'm sorry but this is quite a strange issue
that affects only your account. We are still looking into it but it
won't be sorted out for a few hours...</p>
<p>Thank you for your patience</p>
<p>John</p></div>Johntag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-18T18:25:07Z2014-03-18T18:25:07ZAccount Expiration<div><p>Okay, thank you for the update.</p>
<p>Crystal Kolosick<br>
Executive Assistant<br>
Solugenix Corporation<br>
602.334.4550 office<br>
714.514.2566 mobile<br>
602.391.2348 fax</p></div>Crystal Kolosicktag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-19T13:00:44Z2014-03-19T13:00:44ZAccount Expiration<div><p>Hi Crystal</p>
<p>OK we are still working on the issue - it's a problem with the
card payment service - Worldpay.</p>
<p>(It seems they didn't actually take a card payment - despite
that message you kindly forwarded from them.)</p>
<p>But in any case we have added an extra 30 days to your free
trial so you should be able to access your account now - and the
free 30 days is an apology for the inconvenience.</p>
<p>Repeated apologies for the issue.</p>
<p>Best wishes</p>
<p>ed</p>
<p>PS please check asap that you can indeed access the account and
let me know asap if there are any issues</p></div>edtag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-19T19:44:47Z2014-03-19T19:44:48ZAccount Expiration<div><p>Hi Ed,</p>
<p>I tried to enter our payment information again so that the
account would not have any service interruptions when the trial is
over. It seems the payment failed and the account is now saying
"Your account has now expired" again. I am not sure why this is
happening considering that we use this credit card for other
purposes without any issues. Is there any other options available
to pay for Dooster other than WorldPay?</p>
<p>We have come to rely on this service for project management and
it is important that the site functions well. Otherwise, we may
need to look at other options. Please help us resolve these issues
as soon as possible.</p>
<p>Thank you,</p>
<p>Crystal Kolosick<br>
Executive Assistant<br>
Solugenix Corporation<br>
602.334.4550 office<br>
714.514.2566 mobile<br>
602.391.2348 fax</p></div>Crystal Kolosicktag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-19T21:31:45Z2014-03-19T21:31:45ZAccount Expiration<div><p>Hi Crystal</p>
<p>Sorry but can you refresh the screen and clear your cache in
history then try to log in again</p>
<p>Please do not attempt to pay again until the bug is cleared
up</p>
<p>Repeated apologies for the issue</p>
<p>Thanks John</p></div>Johntag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-20T13:13:06Z2014-03-20T13:13:06ZAccount Expiration<div><p>Hi Crystal</p>
<p>W have added the free trial again. Please try to log in but do
not attempt to pay again until the bug is cleared up</p>
<p>Repeated apologies for the issue. This concerns Worldpay - they
are still looking into it but it will be sorted out soon. I'll let
you know at the time so that you can attempt to pay then</p>
<p>Thanks John</p></div>Johntag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-25T10:26:24Z2014-03-25T10:26:24ZAccount Expiration<div><p>Dear Crystal</p>
<p>OK we worked out what caused the bug. The main issue was we
don't accept amex - which was the card you used.</p>
<p>We are putting in a fix to make sure every time an amex card
payment is attempted it will be rejected (it usually would be but
for some reason your payment wasn't...).</p>
<p>If you keep using the app please use a visa / mastercard etc for
payment. If you prefer to pay direct from your bank we can set this
up on a yearly basis.</p>
<p>Best wishes</p>
<p>John</p></div>Johntag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-25T15:49:16Z2014-03-25T15:49:16ZAccount Expiration<div><p>Actually John, I was aware that WorldPay did not accept Amex and
had used our Visa card to attempt the transaction. We have used the
same Visa card for other payments without any issues. Since this is
the case, I do not want to attempt the payment again.</p>
<p>Is it possible to use another credit card processor to make the
payment? Utilizing our bank account to pay directly is not an
option.</p>
<p>Crystal Kolosick<br>
Executive Assistant<br>
Solugenix Corporation<br>
602.334.4550 office<br>
714.514.2566 mobile<br>
602.391.2348 fax</p></div>Crystal Kolosicktag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-25T16:40:51Z2014-03-25T16:40:51ZAccount Expiration<div><p>Hi Crystal</p>
<p>I Think you used the amex for the first payment yes? This led to
the<br>
problem ie the account being blocked.</p>
<p>When you pay with your visa next time it should work fine</p>
<p>Thank you</p>
<p>John</p></div>Suetag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-25T16:47:22Z2014-03-25T16:47:23ZAccount Expiration<div><p>No, that is not the case.</p>
<p>Per your request, I just tried it again and then I received a
notice saying "FuturePay Payment Failure."</p>
<p>Crystal Kolosick<br>
Executive Assistant<br>
Solugenix Corporation<br>
602.334.4550 office<br>
714.514.2566 mobile<br>
602.391.2348 fax</p></div>Crystal Kolosicktag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-25T17:14:48Z2014-03-25T17:14:48ZAccount Expiration<div><p>Hi Crystal</p>
<p>Hmm that is very odd. Worldpay were convinced the issue was you
paid via amex and this slipped through their system</p>
<p>We'll get back to them right away and let you know soon. (And
please don't worry we can make arrangements to take payments in
other ways)</p>
<p>Thank you</p>
<p>John</p></div>Johntag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-25T17:24:58Z2014-03-25T17:24:58ZAccount Expiration<div><p>OK. Worldpay say that the visa failed because we are based in UK
and your US bank has refused the transaction because it is not US
based.</p>
<p>The great majority of our clients are based in the US and this
isn't usually a problem, but it has happened before (and it
happened with your card on 17th and 19/3/14)</p>
<p>Worldpay say this is an occasional issue with US banks and
suggest you contact your bank asking them to allow payments to us
and go ahead and try again... Please note it is likely that your
bank doesn't even see this refusal - banks tend to blame each other
- and might deny any liability and blame worldpay. But Worldpay are
sure it is your bank and not them which is refusing the payment</p>
<p>Can you try your bank and let me know?</p>
<p>If that's a hassle then we can arrange for your payments to be
made via paypal but we'd need to do that manually at our end so it
would be best if the card worked</p>
<p>Thanks again</p>
<p>John</p></div>Johntag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-25T17:49:24Z2014-03-25T17:49:24ZAccount Expiration<div><p>Hi John,</p>
<p>We just spoke with our bank about the Visa transaction. They
said WorldPay has been running the charge as a cash advance rather
than a credit purchase. The transaction needs to be posted as
credit card transaction or the payment will not work.</p>
<p>Thank you,</p>
<p>Crystal Kolosick<br>
Executive Assistant<br>
Solugenix Corporation<br>
602.334.4550 office<br>
714.514.2566 mobile<br>
602.391.2348 fax</p></div>Crystal Kolosicktag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-25T17:57:41Z2014-03-25T17:57:41ZAccount Expiration<div><p>Good. That seems to make sense to WorldPay.</p>
<p>They will look into it and hopefully have a solution in the next
day or so. I will let you know</p>
<p>Thank you for your kind patience with all this</p>
<p>Best wishes</p>
<p>John</p></div>Johntag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-27T13:10:44Z2014-03-27T13:10:44ZAccount Expiration<div><p>Any update? This is getting very frustrating! The minimum I
expect is that you allow the use our account given the payment
issue in from your/your service provider end.</p>
<p>Regards,<br>
Srini</p></div>Srinivas Naminenitag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-27T13:33:18Z2014-03-27T13:33:18ZAccount Expiration<div><p>Hello</p>
<p>No update from WorldPay yet. But I didn't realise you are locked
out of the account. Is that the case?</p>
<p>John</p></div>Johntag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-27T13:41:46Z2014-03-27T13:41:47ZAccount Expiration<div><p>Yes. We are currently locked out!</p>
<p>Regards,<br>
Srini</p></div>Srinivas Naminenitag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-03-27T14:19:57Z2014-03-27T14:19:57ZAccount Expiration<div><p>HI Srini</p>
<p>OK you have access again.</p>
<p>Please do not attempt any payments until you are asked at the
end of the extra free time we gave you</p>
<p>Thanks</p>
<p>John</p></div>Johntag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-04-21T17:10:21Z2014-04-21T17:10:22ZAccount Expiration<div><p>Hi John,</p>
<p>I was just checking back to see if this issue has been resolved.
We just received a message stating that our trial will expire in a
few days. Please let me know.</p>
<p>Thank you,</p>
<p>Crystal Kolosick<br>
Executive Assistant</p>
<p>Solugenix Corporation<br>
602.334.4550 office<br>
714.514.2566 mobile<br>
602.391.2348 fax</p></div>Crystal Kolosicktag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-04-21T18:01:54Z2014-04-21T18:01:54ZAccount Expiration<div><p>OK we will check this out and advise by tomorrow</p>
<p>Thanks</p></div>Suetag:dooster.tenderapp.com,2011-05-09:Comment/321504642014-04-22T14:02:13Z2014-04-22T14:02:13ZAccount Expiration<div><p>Hi Crystal</p>
<p>You've been getting the expiry notices because the extra 30 free
days we gave you from 19/3/14 has now expired.</p>
<p>Re. the issue before. You said: ><br>
We just spoke with our bank about the Visa transaction. They said
WorldPay has been running the charge as a cash advance rather than
a credit purchase. The transaction needs to be posted as credit
card transaction or the payment will not work.</p>
<p>Worldpay checked the issue about the card and claim there is
nothing on their end that would cause them to do this. all their
"routes are set up correctly. The fail was at the card issuers
discretion".</p>
<p>We've had these issues before with some US cards. Can I suggest
you use a different card and it should work finer (we have many US
customers and 99% of the cards work fine. But when they don't they
really don't).</p>
<p>Thank you</p>
<p>John</p></div>John