Software Maintenance Renewal Failure

[mike.c.carroll]

Hello,

My SyncBack Pro software maintenance was up for renewal on May 31st. A week prior to the renewal I went into may account and verified my payment information; then on May 31st; FastSpring tried to charge my credit card and it failed. I re-entered my information once again and the next day I saw that they had a $1.00 charge & then a $1.00 reversal charge but when they tried to charge y card for the $ 19.90 (two Synback Pro licenses) then payment failed.

I then called my Bank Of America customer service rep to see why this failed and she checked on the account and saw the $ 1.00 charge & the reversal; she said there are no blocks, etc. on my account that it failed and se was even able to see the charge from a year ago when I purchased another SyncBack Pro license.

The bank rep then advised that the issue is on FastSpring's end. I tried calling the telephone # for FastSpring that appears on my credit card statement (877) 327 - 8914 but this is an automated response system that provides no help.

I can be contacted via the e-mail address I have associated with my account or at mike.c.carroll @ gmail.com or I can also provide you with a phone # to call me at.

Thank you for your assistance.

Regards,

Mike Carroll

[Conrad Chung]

Hi Mike,

Please let me check with FastSpring and get back to you. Sorry for the inconvenience.

[mike.c.carroll]

Hello Conrad,

Ok; sounds good. I tried paying with a BOA Visa - last four digits of the card # are 1153

Regards,

Mike

[mike.c.carroll]

Hello Conrad,

Just a thought but if this is going to be an issue every year; if possible then please just charge me for a multiple-year software renewal for either 2 or 3 years. I approve the charges for either for both of my licenses.

Thank you!

Regards,

Mike

[Conrad Chung]

Hello Conrad,

Just a thought but if this is going to be an issue every year; if possible then please just charge me for a multiple-year software renewal for either 2 or 3 years. I approve the charges for either for both of my licenses.

Thank you!

Regards,

Mike

So far, other customers who are renewing their subscription have not encountered renewal issues, so I guess this is an isolated case. I will have more details when FastSpring replies.

Unfortunately, it's not possible to renew for several years as FastSpring subscription model only allows for renewal on an annual basis. There's no option to set renewal to more than 1 year.

[mike.c.carroll]

Hello Conrad,

Thank you for the reply on both the issue we're awaiting an answer from FastSpring. I had no issues when I originally purchased the software nor when I bought the 2nd license, and when I verified my payment information & the $1.00 charge & reversal went through fine so I'm puzzled to as to what could be causing this issue as Bank of America said there were no blocks. I verified too that it wasn't because you're overseas vs. here is the U.S. and she advised that nope; not an issue as charges before had been fine.

Thank you for the information too about the multiple year renewal. I was hoping for a multi-year renewal as I have that with some other software vendors.

Regards,

Mike

[Conrad Chung]

I just got the reply from FastSpring. Here's their reply:

Hello,
Thanks for the information, regarding the customer's order, I have internally updated the card on file for the customer.
The payment(s) should now automatically 'push through' soon.
My apologies for any inconvenience caused.
Thanks,
David
FastSpring Support

As of writing this post, the system have not made another charge attempt since FastSpring's reply. The last charge attempt which ended in failure was on 4th June. We will need to wait to see if the next auto-charge attempt goes through. Will keep you posted.

[Conrad Chung]

Hi, I just checked again, and the renewal charge is now successful.

You should receive an email confirming the subscription renewal. If you did not, please let me know.

As this is a public forum, I will not be publishing any information related to your order here. If you need further assistance, do not hesitate to contact us at [email protected].

[mike.c.carroll]

Hello Conrad,

I received an e-mail this morning that the payment was successful and I then went & updated to the latest version of SyncBack Pro and preformed a license check of the software maintenance and it now reflects the updated date of May 31st, 2019.

Thank you again for all of your assistance.

-Mike