Payment options and how to contact support

Discussion in 'Help Archive' started by A7XKo7nchick, Jul 31, 2019.

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  1. A7XKo7nchick

    A7XKo7nchick Active Author

    Hey team :) user ID: 52406790
    I know it's been a while since I last visited but I really would apreciate your help:) I've been trying to purchase a few items recently (the Premium package, harvester subscription and the Draco item) for the last few days, the money leaves my account only to bounce straight back:( I have tried to contact support about this, they looked into it but were sadly only able to offer me a final closed message explaining that the money was refunded.

    My questions are; 1) Why am I unable to pay for any items? 2) Can I set up a new card payment [my last card was cancelled on the account in error]? 3) Is there a direct debit option available.

    Your help and advice with this matter will be greatly appreciated. Imay not repsond to your answer immediately, but I will get back to you as soon as I can (I have a busy farm to obtainxD)
    Thanks in advance and have a lovely evening.
     
  2. shooger.sweet

    shooger.sweet Board Administrator Team Farmerama EN

    Hello A7XKo7nchick,

    It may depend on the payment method you are using. Premium can only be renewed with a renewable payment method (credit card). If your card has expired since you added the details of your card to the shop, you may need to update your card details in the Bank (deleting old card and adding new one). If nothing else works, you may need to contact your Bank to see if they have stopped the payments.

    You can add a new credit card before you purchase an item in the Shop. Payment methods depend on your Geo-location, which you will see when in the payment section of the Bank.


    Can I assist you further?
     
  3. A7XKo7nchick

    A7XKo7nchick Active Author

    Good morning shoogersweet:) thank you for your response. I've been trying to use the option of direct bank transfer, this usually wokrs since the cancellation of my card:) Thanks for the advice, I'll give trying to add my new card details later today, so can you please hold off closing the thread;) I'll let you know how I get on :) I may need more help xD
    Have a wonderful day:D:D
     
  4. shooger.sweet

    shooger.sweet Board Administrator Team Farmerama EN

    You are welcome, will wait for further news.

    Regards,
    shooger.sweet
     
  5. A7XKo7nchick

    A7XKo7nchick Active Author

    Hey shoogersweet:) sadly, I'm back with tidings of misfortune:cry:I visited the bank, unfortunatly I have been unable to find an option to update my card details:cry:I'm hoping you'll be able to help me with, if you dont mind ;) After trying to purchase BB and follwing the details on the following screen for paying by card, there isn't an option to enter new payment details, only details for my name, address, telephone and email o_O Am I doing something wrong:oops: I'm currently here armed and ready with my bank card to go ahead with any advice that you can offer :)
    Have a lovely evening and thanks again for your patience and help :inlove:
     
  6. teddy.bear

    teddy.bear Board Administrator Team Farmerama EN

    Hello A7XKo7nchick :) ,

    In order to use your new credit card, you will have to first delete the old stored details. In order to do so, please go to the payment section, as if you would like to make a purchase, and look in the upper right corner of the window for the 'Status and Cancellation' button. Click on it and you will be taken to a page where you can 'Delete all your personal payment information' by clicking on the Delete link. A confirmation message will be displayed after a few seconds.​

    Then, please go back to the shop and select the package you wish to purchase, proceed to checkout and enter your new card details, and choose to save the information for future fast payments - should you wish to do so. ​

    If you have further questions or encounter any issues, do not hesitate to let us know.
    Best regards,
    teddy.bear
     
  7. A7XKo7nchick

    A7XKo7nchick Active Author

    Good morning teddybear:) I feel honoured to speak with :) Thank you for the advice, sadly though, after following your directions several times, I still am unable to set up a new card payment:cry: Deleting the previoulsy stored information and re-entering my personal details are as straight forward as you explained, however, there are no empty fields for card details to enter:oops: I'll try again this evening (but I'm not holding my breath) as RL time easy running away from me already today (and I'm in for a very long day);) Can I ask you look into this again at some point and I'll be back later this evening;)
    Have a wonderful day :inlove:
     
  8. teddy.bear

    teddy.bear Board Administrator Team Farmerama EN

    Hello A7XKo7nchick :) ,

    The card details can be added when you try to make a purchase. You should just delete your personal payment information, and then go back to store and try to buy any package you wanted to, and upon proceeding to payment, choose to pay by credit card - you should be allowed to enter a new card. If that's not the case, let us know what problem you run into. Is the credit card payment option is not there at all?

    Have a lovely day, and we are looking forward to assisting you whenever RL allows you :) .
    Best regards,
    teddy.bear
     
  9. A7XKo7nchick

    A7XKo7nchick Active Author

    Good evening team :) I'm back again, still unable to add my new bank card:eek: I've followed your directions, I even deleted my information this morning (before RL interfered with my game) and have attempted again to fill in the required fields to no avail :music:This is the message that appears each and every time that I have tried -
    'Unfortunately, your user ID has been added to our blacklist, either at your request or due to a canceled payment. Select another payment method here or contact Support.'
    The card payment method that I'd like to use is a bank direct debit card, pretty much as it was before :) the recurrent payments are a benefit that I enjoy;) I was quite happy to use the direct bank tranfer pay sysem until this recent problem. Enjoying the perks of the premium package has been worthwhile for me and I'd love to continue to use them, as well as having the harvester subscription.
    Anyway, enough rambling from me, if you can help me resolve this matter, hopefully we can all have a wonderful weekend:D:D:D
    thank you all for your time, help and advice:inlove::inlove:
     
  10. teddy.bear

    teddy.bear Board Administrator Team Farmerama EN

    Hello A7XKo7nchick :(

    That explains it - you should stop trying to use the credit card, you won't be able to at the moment. Please be so kind to contact our support team and they will advise you further, since we cannot help you with this on the forum :( . You will either be asked to make a purchase through a different method (like bank transfer) to have the blacklist lifted automatically, or follow some procedure to have the credit card option re-enabled. We wish you the best of luck with this matter.

    Is there anything else we could help you with?
    Best regards,
    teddy.bear
     
  11. A7XKo7nchick

    A7XKo7nchick Active Author

    Good morning teddybear :) Thank you for your advice:inlove: Good news :D I've finally managed to achieve getting the premium package this morning via transfer :D:D:D:D I'd still prefer to have the card option available, but that's a matter for another day:D:D I'll keep trying to add my card and contact support if needs be :D
    Sending wishes for the team to have a wonderful weekend:inlove: Thank you all for your help :inlove::D:inlove::D Extra special goodies will be left in the usual place for the team to share (or not if finders-keepers apply)xD Please close thread when you are ready;);)
     
  12. teddy.bear

    teddy.bear Board Administrator Team Farmerama EN

    Hello A7XKo7nchick :)

    That is great news indeed, but you should not keep on trying to add the card, you will get into the same problem :( Please do contact our payment support team to help you get rid of the card blacklist issue in order to be able to use it again in the future.

    You are most welcome, and thank you for the lovely wishes, as well as for the yummy goodies! I can share a small piece of cake with you as well!

    Have an amazing weekend and happy farming!
    Best regards,
    teddy.bear

    ~ closing thread as requested ~
     
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