Billing Broken & Customer Support Terrible

What is the name of the domain?

52lives.org

What is the error number?

N/A

What is the error message?

“Payment method added.” and then “Account does not have payment method set up”

What is the issue you’re encountering

Can’t link payment method

What steps have you taken to resolve the issue?

I opened a support case two and a half weeks ago and haven’t received ANY response.

Here is the situation:

  1. Tried adding payment method via both Credit Card and PayPal. Neither works.
  2. Tried adding payment method via Payment page in profile and Transfer Domains page. Neither works.
  3. Tried multiple credit cards. None work.

Various error messages (all are consistent, and the variation is just dependent on which workflow I follow):
“account does not have payment method set up” (in red) with “Payment method added.” (in green) right below.
“Try again. The response to the CAPTCHA challenge is invalid.” (notably, I did complete the captcha without error.)

This is blocking me from using Cloudflare. I am about to throw up my hands and switch to another provider. I have used Cloudflare for years and am really disappointed in this.

Billing issues requre a Billing ticket with Support

01353123

In what area can we help you?

Payment issue

What are the steps to reproduce the issue?

  1. Tried adding payment method via both Credit Card and PayPal. Neither works.
  2. Tried adding payment method via Payment page in profile and Transfer Domains page. Neither works.
  3. Tried multiple credit cards. None work.
    Each of these yields a specific error message, as described above.

Screenshot of the error

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Sorry for the issues, can you try now? Perhaps try from incognito mode. Let us know the results.

Thank you for responding, cloonan.

Unfortunately, I’m still having the same issue. I’ve tried incognito mode, multiple browsers, multiple credit cards, adding it from the Payment page or the Registrar checkout page, PayPal as well as directly entering the credit card info Cloudflare, multiple domains, and even multiple Cloudflare accounts. No success on any of these variables. I also still haven’t received any respond to my Cloudflare support ticket.

For debugging purposes, some additional information:

  • domain renewals continue to go through and I received an invoice for this earlier today
  • the “Payment” page does not list a payment method
  • I have previously paid for things with this account and didn’t unlink my payment method

I suspect what is happening is that there is some backend issue where in one place it thinks I don’t have a payment method added when in fact I do, leading to a limbo where I can neither remove, update, nor add a payment method. I can’t be sure if this is the case - it’s just a guess.

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I suspect so as well and that’s what I was hoping to correct. The Billing team has issues that have them backed up but I see my colleague flagged your ticket earlier today to see if they could get some eyes on it. I can also verify I do not see a reply to your ticket. Sorry for the delays

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Thank you. Do you have a rough ETA on them engaging?

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The next escalation agent will be through the Community later today and I’ll have them push it with the billing team, how long it takes them will depend upon what they see as they’re working through the issues, so I cannot offer a reliable eta yet. I apologize for that, I know we’re letting you down.

1 Like