kotaru Posted December 1, 2019 Share Posted December 1, 2019 I tried to purchase a digital copy of Affinity Designer but the website said there was an error with my card and that I should try again later. However the payment did go through on my side as it is showing in my bank account. Quote Link to comment Share on other sites More sharing options...
borremetal Posted December 2, 2019 Share Posted December 2, 2019 Welcome friend, we are like 5 guys with the exact same problem as you DGee 1 Quote Link to comment Share on other sites More sharing options...
vchp Posted December 2, 2019 Share Posted December 2, 2019 It happened exactly the same to me this morning. I tried to purchase Photo and Designer Workbook, but it seemed that the payment failed. Nonetheless the money has been deducted from my bank account. Quote Link to comment Share on other sites More sharing options...
martinprojectco Posted December 2, 2019 Share Posted December 2, 2019 Here the same problem. Yesterday I placed an order and I had nothing. Order paid by card. I sent an email, Twitter and I haven't received any response from Affinity Quote Link to comment Share on other sites More sharing options...
Adam Posted December 3, 2019 Share Posted December 3, 2019 Hello all, Apologies for this error you're experiencing. When this happens, the vast majority of the time it's as a result of additional security checks your bank makes on your behalf. If this fails, there is a specific reason for it, but Serif are not aware of this reason. It might be worth checking with you bank/credit card company just to be sure the transactions are authorised. If you have another credit/debit card, you could try using this. Alternatively, if you'd like help placing this order directly, please contact the guys at affinity@serif.com, and they'll be more than happy to look into this for you. Thanks for your time, Adam Quote Link to comment Share on other sites More sharing options...
kotaru Posted December 3, 2019 Author Share Posted December 3, 2019 3 hours ago, Adam said: Apologies for this error you're experiencing. When this happens, the vast majority of the time it's as a result of additional security checks your bank makes on your behalf. If this fails, there is a specific reason for it, but Serif are not aware of this reason. It might be worth checking with you bank/credit card company just to be sure the transactions are authorised. If you have another credit/debit card, you could try using this. Alternatively, if you'd like help placing this order directly, please contact the guys at affinity@serif.com, and they'll be more than happy to look into this for you. That might be the reason, however that must be an error on your part (or your payment handler). As I cannot 2FA due to it being mandatory in my country since September 14th 2019. I've never encountered a problem with it until now on your site. If you could check in with your card payment processing company (Braintree), that would be great as this effectively makes it impossible for me (and possibly many other) to purchase anything from your store through credit/debit cards. Quote Link to comment Share on other sites More sharing options...
jorge77401 Posted December 3, 2019 Share Posted December 3, 2019 I have spoken to sales support via e-mail several times; the last response I received included this: "I have spoken with our accounts team, who checked our system whilst I was with them. There are no payments showing for yourself. At this point I can only suggest that if your bank are adamant that the payment completed, then they will be able to arrange a "charge back" for you, where they will take the funds back from us. The issue is a result of the two-step authentication that pops-up to confirm payment, this pop up comes directly from the card issuing bank not ourselves, and not something that we have any control over. " I say the same thing; it is impossible that it is an authentication problem of any kind because I have made many purchases; for much larger values; even recurring payments with my card and I have never had any problems, in fact a few hours ago I made a purchase in Spain and I had no problems. The bank tells me that the transaction was successful; it is not shown as "pending", they also confirm that the card has no restrictions or blockages of any kind. I insist that the problem is not ours; it is a problem of either the payment provider or the company's platform. Quote Link to comment Share on other sites More sharing options...
Cecil Posted December 3, 2019 Share Posted December 3, 2019 As a Mac user I always use Apple Store, if possible to avoid problems with payment. Using Windows, if available to do so, Microsoft. Very interested to see if your bank reversed charge. 40 minutes ago, jorge77401 said: I have spoken to sales support via e-mail several times; the last response I received included this: "I have spoken with our accounts team, who checked our system whilst I was with them. There are no payments showing for yourself. At this point I can only suggest that if your bank are adamant that the payment completed, then they will be able to arrange a "charge back" for you, where they will take the funds back from us. The issue is a result of the two-step authentication that pops-up to confirm payment, this pop up comes directly from the card issuing bank not ourselves, and not something that we have any control over. " I say the same thing; it is impossible that it is an authentication problem of any kind because I have made many purchases; for much larger values; even recurring payments with my card and I have never had any problems, in fact a few hours ago I made a purchase in Spain and I had no problems. The bank tells me that the transaction was successful; it is not shown as "pending", they also confirm that the card has no restrictions or blockages of any kind. I insist that the problem is not ours; it is a problem of either the payment provider or the company's platform. Quote Cecil iMac Retina 5K, 27”, 2019. 3.6 GHz Intel Core 9, 40 GB Memory DDR4, Radeon Pro 580X 8 GB, macOS,iPad Pro iPadOS Continuous improvement is better than delayed perfection Link to comment Share on other sites More sharing options...
Adam Posted December 4, 2019 Share Posted December 4, 2019 Hello all, It looks like a potential resolution could be to ensure your web browser is up-to-date. We've found that the latest builds for web browsers do help in some circumstances regarding 2FA and so ensuring it's updated may help in your case. Thanks, Adam Quote Link to comment Share on other sites More sharing options...
Jara Posted July 2, 2020 Share Posted July 2, 2020 I had the same problem, my bank says the payment have been successfull but I have not recived any product from affinity, they say the payment failed. Has anyone find a solution? Quote Link to comment Share on other sites More sharing options...
Jonnell Lazaro Jacutin Bin Posted February 14, 2023 Share Posted February 14, 2023 🤦♂️🤦♂️🤦♂️ IM HERE 2023,EXACT SITUATION WITH YOU GUYS. DID YOU RECEIVED YOUR PRODUCTS? I GOT THE SAME EXACT SITUATIONS WITH YOU GUYS. I HOPE THIS GOT RESOLVED. Quote Link to comment Share on other sites More sharing options...
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