Re: Unable to get a licence though I have purchased it, twice

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webevt
Posts: 3
Joined: 11 Jun 2024, 20:11

Unable to get a licence though I have purchased it, twice

Post by webevt »

Hi

I have payed for the 1-year licence, twice. First time from the one bank account, and I got "The payment was declined by your bank" message though the money were actually withdrawn. I though it was some problem with the bank account and I tried another one and got the same issue again. So now I have paid for a licence twice but don't have a clue about how to either get one or get a refund. Please help :|
webevt
Posts: 3
Joined: 11 Jun 2024, 20:11

Re: Unable to get a licence though I have purchased it, twice

Post by webevt »

Such error I got on both attempts:
Image

I contacted the bank support and the say that the transaction amount have been blocked and now awaiting to be captured by the acquiring bank.
Both transactions were in the time period 20:03 - 20:10 UTC on Jun 11. I could find and provider transactions IDs if this helps.
Last edited by webevt on 11 Jun 2024, 20:51, edited 1 time in total.
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rednoah
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Re: Re: Unable to get a licence though I have purchased it, twice

Post by rednoah »

There is no purchase for your email address. Presumably, no purchase actually went through.

You may contact Paddle (our payment processor) directly if you have issues with payment or checkout. We on our side do not have access to your payment information / payment status / etc.
:idea: Please read the FAQ and How to Request Help.
webevt
Posts: 3
Joined: 11 Jun 2024, 20:11

Re: Re: Unable to get a licence though I have purchased it, twice

Post by webevt »

Tried to contact Paddle, they cannot find any transactions for my email, at least via their help form/chat-bot. I will hope that the money for those 2 transactions return in 11 days if not captured, as my bank support says.

But, I tried to purchase for the 3rd time - yes that was a bit stupid - but it worked this time, via explicit card details I managed to finish the purchase and got an email with licence. So the difference is that the first two times I tried to purchase via Google Pay, maybe the problem is somewhere on their side.
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