Suscription renewal not going through - I need to get in touch with someone at LogMeIn.

Hi,

For some reason (at our bank I´d imagine) our payment is not beeing processed and our plan is about to expire in two days.

I´d need to contact someone at the billing dept. to work this through, is it possible?

We currently have two suscriptions, an annual plus a monthly Pro plan and we already have events scheduled with the account in question.

Thanks in advance.

Regards.

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Accepted answers

AshC

Yes, all that is correct. I can see that you successfully updated the credit info on file. The worst case scenario is the subscription expiring, after which point you can repurchase immediately with no disruption of services.

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mediateca

Dear AshC,

Thank you for yor reply, I see you are continiously contributing all over these forums, that´s remarkable.

So, just to be clear, we where notified on 16/05 that our payment had failed and would have a garce period until 21/05, which is today (and we are hosting a meeting right now).

During these days the panel has been showing an alert stating that we should update our payment method, and we have reentered the corporate card many times, and checking and rechecking with our bank that the card was cleared and fit to perform the payment.

For what I understand, we have passed the three days you mentioned and the payment didn´t go through, meaning that there is still a problem with either the card or the gateway....

When we tried a different card we recieved the same messages.

If what you mean is that the payment was not re-tried inmediately after we tried the second card and, instead, it will be retried at some point and IF that transaction doesn't fail THEN our account will be ok, please confirm that is the expected scenario.

@AshC
[...]and then retry the renewal in a 3 days (up to 3 times). So you should see the renewal go through on schedule soon.

What I understand from that is line is : if the payment should have been processed on 16/05 it whas retried on 19/05, then will be again on 22/05 and 25/05, and only then our account will be canceled.

Is that correct??

What still worries me is what our bank said about the transaction failing due to the empty amount being passed to it. Could you comment on that?

Thanks in advance.

AshC

@mediateca Hi Rod,

The Grace period is meant to allow users to update their billing information on file, and then retry the renewal in a 3 days (up to 3 times). So you should see the renewal go through on schedule soon.

mediateca

hi,

I just tried a different card and the payment process still fails. The "grace period" ends today and we are supposed to host a meeting that was scheduled 3 weeks ago... I sincerely hope we will be able to perform it as this looks much more as a problema at your end than our's .

There is also someone at the GTM form with the exact same problem and he hasn't got an answer either.

Please get back at us with some information.

Rod.

mediateca

So, i finally got ahold of our bank official and she says that what they are seeing at their end is that the payment gateway is not passing the "purchase" value, instead it is requesting a "U$D 0" transaction and thus, failing.

We did inform that this is a recurring suscription plan, but they claim the problem is not at their end.

Could you please check it up?

Regards.

Rod.