"Transaction denied" when trying to upgrade from Starter to Pro plan

Hi, I just wanted to upgrade my starter plan to Pro for 19$/month, but when I want to finalize the transaction with the correct payment details, it just shows a red “Transaction denied” message. What does that mean, can somebody help? Would really appreciate it!


I’ve only ever seen this error show up if the card information you’re inputting is inaccurate (i.e. expired, wrong credentials). Can you double check it for me?

If it’s still an issue, would you mind sharing the output of your browser’s dev tools window, please? I’m assuming that it’ll throw an error which we can use to help home in on the issue :slight_smile: Ooh, and could you confirm the team name? :smiley:

Hello Pie, thanks for your kind reply.
The credit card information should be correct as it is the same card info that is used monthly to book additional bandwidth allowance, which happens mostly every month :slight_smile:

Here is the error:

Hope this is helpful information.

Team name is cosee-website.

Hey again :slight_smile:

How peculiar! Does it work in an incognito window, without any browser extensions enabled? Sometimes ad-blocking-type browser plugins can inhibit our communication with our authentication service and using an incognito can get around this.

Please let me know how that goes!

Hi Pie, thanks for your suggestions. I tried two different browsers with incognito and private mode (Firefox and Chrome), both unfortunately didn’t work, “Transaction declined” appeared again…

I also re-entered my credit card details and this didn’t work as well… But they are used monthly to book additional allowance, so they can’t be wrong. :frowning:

hey millymilly, i am moving this to the billing helpdesk where you can chat with us about this and we can get you upgraded! Expect an email from us.

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Hey @millymilly , not sure if anyone talked to you in the helpdesk about this already, but we were able to figure out what was going on with your account and we think we have cleared up the problem!

Can you try upgrading again and see if this charge goes through? thank you for your patience as we worked through this.

It worked today, thanks a lot! I am Pro now. :slight_smile:

Thanks for your help and quick fixes.

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