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Resolving issues when your credit card fails



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Lisa Kelly

Zendesk Documentation Team

Edited Jun 21, 2024


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Hi Brett

I checked with credit card company why card is being declined. They told me Zendesk is using incorrect expiry date. I went to my account and checked credit card information on file and it is all correct. I reentered the card information same as it was and updated my support ticket to say what I had done. Now nothing. No reply. Yesterday said Zendesk will be turned on for 48 hours. See what tomorrow brings. 

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Hello Zendesk.  

Similarly to @SafetyTek Support Team I find the CX from a CX-promoting company ironically poor.  I also can't find what I'm looking for.

Brett Bowser Dave Dyson (gmail) I've tagged you here as you seem to respond promptly which is a credit to you.  Can you confirm if a declined payment due to insufficient funds on the respective card will be re-attempted by Zendesk?  There are no card details to change on our end, it was simply that the card balance was a little low at the time.

How do I re-instigate the payment or will this happen automatically and if so on what time scale?

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Brett Bowser

Zendesk Community Manager

Rolf Hayes thanks for reaching out here! Yes the payment will automatically go through again over night so you shouldn't have to do anything else on your end. If it fails again, you will receive another email notification.

Let me know if you have any other questions!

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