Billing issue, builds are blocked! / Alternative payment methods?

billing
payment
#1

Do you support other payment methods except Credit Cards? PayPal will be ideal?

We got the following warning:

Then this one, when trying to re-submit our company credit card:
https://drive.google.com/file/d/1WaooGzn9JM7AQNQ_NslMjTIfFFiMrbAL/view?usp=sharing (this image is uploaded to Gdrive as I was not allowed to attached a second image here)

The card is issued by https://www.commerzbank.com. Are you located in EU? This could be related to the switching to 3d security Europe-wide.

This is an urgent issue as it’s is blocking the build process for two of our largest clients!

Best,
Blago Yanakiev

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#2

Hi @blago.yanakiev,

Thank you for bringing this to our attention!

We reached out to our payment processor to see if they are aware of any issues on their end. It seems that the problem is with the way some banks are recognizing recurring transactions and misinterpreting them for initial authorizations. Therefore, these transactions cannot be authenticated, which results in a declined payment. :disappointed:

They confirmed that they are aware of the issue and they are working hard to resolve it. Unfortunately, we can’t tell for sure when this will be fixed, but we’ll make sure to keep your subscription/account active in the meantime, to prevent any unwanted pauses.

I know this has been a very frustrating time for you as a Bitrise customer, and for that I apologize. Please know that our team has been working closely with the payment processor to help resolve this issue as soon as possible.

Again, I’d like to reassure you that we are keeping your account active manually until this gets resolved. Thank you for your patience! :blush:

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#3

Thank you, @cskata!

I can confirm that our builds are getting processed correctly now, despite the billing issue.

Best,
Blago

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#4

Happy to hear that @blago.yanakiev! :tada: In the meantime I see that the subscription was canceled and there’s a workaround we could try. Since the subscription is inactive, you may go ahead and re-add the card, and restart the subscription on our site. This should resolve the issue as that transaction won’t be a recurring one but a new one, therefore it should be authorized. :blush:
Could you please give that a try and let me know how it goes? Thank you!

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#5

Thanks, @cskata! We’ve readded the card. Everything seems normal now.

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#6

I am really glad to hear that @marcclemens! :tada:
Please feel free to reach out if you have any further questions.

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closed #7

This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

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