We have identified an issue that is affecting our members that use a Mastercard to buy a goodybag or credit.
When cards expire, we automatically turn off the recurring feature for members from that card, so that we do not try to charge an expired card. Mastercard also provides a service that gives us the information of the new card, which we use to make sure the member has an easier time and their card is automatically updated.
Unfortunately, in these cases, if auto-top up is turned on, that means that these members may be charged for a credit top up once their goodybag expires. We have a fix planned as soon as we can release it, but it may take until March to develop.
If you’re concerned about this, then the easiest fix is to make sure auto-top up is turned off. That way, no payments will be made until you choose to either buy a goodybag or turn on recurring again. We also email members when their card expires, so if you keep a close eye on your inbox, you can turn recurring on again once this happens.
If you’ve already had this happen, you can turn the credit into a goodybag directly if you’d like, or you can get in touch with our agents to discuss further. We’re really sorry to those that this has happened to, and we’ll be fixing it as soon as we can.