1. Every time I change my plan, I have to set up my pre-authorized again and again. Why it is erased?
2. When I want to add a new payment method, I receive a message 'We've hit a snag!' See attachments
I experience these issues for the last few months. This is not an acceptable user experience.
You will start apologizing here, but just fix the issue! These things push customers to other companies.
Solved! Go to Solution.
Hey @natalia2017! I hope you're well.
We have identified the cause and are working hard on a resolution for you!
In the meantime, you can certainly print the form to sign up for pre-authorized payments or have it done in store and mail it to us.
We sincerely apologize for the inconvenience and hope to have this fixed as soon as we can.
I reached out to your customer support. I was advised to try in Firefox and mobile browser. I tried these options, plus Internet Explorer, but none of them helped. I think this should be considered as a bug and fixed, as it's reproduced in the cross-browser testing.
Please specify how can I submit the ticket
My apologies @natalia2017, I was unsure if you were referring to the same situation from December or if this happened again now.
In this case, we would need to verify the account to see what has been done.
I'll be sending you a PM shortly so we can verify that together.
Talk to you soon!
Thanks for your reply @natalia2017 !
We want to help sort this out which is why we sent you a PM. Some information can only be shared in private for security reasons and in cases like this we would need to access your account.
I understand your disappointment with the situation and I assure you we'll do everything we can to figure this out.
Hope to hear from you in PM!