[Resolved] Intermittent payment issues - 03 Apr 2020

t_will

Service	Status
Making a payment (phone, goodybag, top-up)	✅ Resolved
Adding a new credit/debit card	✅ Resolved
Recurring goodybags and auto top-ups	✅ Available

Summary

We experienced some intermittent issues with new payments. This means that when a member tries to make a phone payment, buy a goodybag or add top-up credit they might have seen an error. We have since implemented a fix which seems to have solved the issue.

Most Recent Update - 10:27, 5 May 2020

We've been monitoring this main issue over the last few weeks and, after putting a fix in place, we've seen cases drop, so we're going to resolve this for now. If you see any further instances, please let us know.

Thanks,
Will

Update History

13:34, 03 Apr 2020

Hi folks,

We are experiencing some intermittent issues with new payments that may result in a member seeing an error message pop up if they try to purchase a goodybag, buy top up credit, make a phone purchase or add a new card onto their account. If you see this error, then no money has been taken, so it's safe to re-try the payment, and we're seeing that lots of you are successful on a second attempt.

If you see this error when trying again, please reach out to an agent who will be able to help further.

We are working on fixing the issue and we will keep you updated with any new information we have.

Thanks,
Will

10:27, 5 May 2020

Thanks,
Will

sloz

Hi t_will
Is this the ongoing issue we've add for 3 weeks when using chrome
Or is it a completely different problem?

shabbas

t_will
Thanks for the heads-up👍 and good luck with getting it sorted.

williamwalker

t_will
Afternoon could we have a update on this, seems like members still having trouble.
It has been 3 days. 👍

benjamin567

t_will great to see that this has finally been posted.

definitely still on going: https://community.giffgaff.com/d/33102719-problems-with-new-card

williamwalker

t_will
Have you any idea when this will be fixed.
It is the most basic thing for a mobile company to be able to pay for a service. 👍
Thinking again is this giffgaffs way to force members onto recurring goodybags and auto top ups.
It is strange how no problem with them.

ray2

t_will Hi Will i have tried 4 times to buy a goodybag with my paypal account and still all i am getting is this message

#PAYMENT_ERROR_PAYPAL_MAPPED_RULES_HIT#

I am using a laptop,windows 10 using chrome.

I shall try again later and see if it goes through

t_will

sloz Let me check with the team - as far as I'm aware they're still investigating and we haven't narrowed it down to a specific browser at this stage.

sloz

t_will
The feedback from hundreds of customers over the last 2 or 3 weeks is when using chrome
They see a "oops it's not you it's us" message
And using another browser resolves the problem

sloz

t_will
Wrote...... "It may be that it's because it's the second try, rather than a new browser, that it's going through, in some cases"........
.
.
t_will
From feedback posted, I'm not seeing that,

And chrome is the constant factor in ALL those that are reporting the "oops, its not you it's us" message

t_will

sloz I've spoken with the team, and while that is one of the ways that it can happen, there seem to be other factors at play - it's not limited to one browser experience. It may be that it's because it's the second try, rather than a new browser, that it's going through, in some cases.

Regardless, we're on it. We'll update as soon as we can 🙂

kajet25

t_will A jaka może być ta druga przyczyna jeśli jest to możliwe prosiła bym o w miarę szybką odp

kajet25

t_will Kiedy mogła bym się spodziewać zwrotu pieniędzy

kajet25

sloz Dobrze rozumiem kiedy mogę spodziewać się rozwiązania problemu i zwrotu 10f

peter2021

I used firefox after 4 attempts with 3 different cards in chrome, and it worked.

harrrrrry

peter2021 I used firefox after 4 attempts with 3 different cards in chrome, and it worked.

Glad to have confirmation, but that's the message we have been trying to give people that have had the problem recently.

guy_ow

Evening all

At the moment, the fix for this issue is still currently being worked on. As soon as we have more of an update for you all we will let you know 🙂.

Cheers
Guy

kath1477

this is taking to long....any idea how much longer because lost without a phone
thankyou

sloz

kath1477
Hi, what's the error message you see after you click to pay?

kath1477

kath1477 t
thankyou giffgaff for sorting this and your generous gift
your the best thankyou

t_will

I'll flag that to the team, thanks - although it's unrelated to this main issue.

Thanks,
Will