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Paid a premium account, but it was not updated (stayed free)

Good evening! I just paid for a premium account, but my account has not been updated for some reason to premium ... Please tell me what to do? :-S

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Георгий Ребро premium
Replied on Feb 27, 2014 - 17:34

Could it be due to the fact that I used to have an account (the same e-mail), but I foolishly deleted it 2 days days ago? Now re-created and paid ... Please help me (((

David Trey staff
Replied on Feb 27, 2014 - 18:21

Hello Георгий,

Technically, this shouldn't be a problem. Please send us the order reference ID from the receipt and we'll look into it.


Best regards,
David

Георгий Ребро premium
Replied on Feb 27, 2014 - 18:42

Tell me, please, I not absolutely understand what the "reference ID from the receipt" I pay not via paypal, I paid card. I can write the card number, which paid ...

Георгий Ребро premium
Replied on Feb 27, 2014 - 18:45

Now I have here such payment information:
Retail USA NEW YORK CITY DOIST LTD. сегодня в 09:15 29,00 $ (1 059,95 руб.)

David Trey staff
Replied on Feb 27, 2014 - 18:50

Please don't post your credit card number here (or anywhere else).

If you've paid via credit card through our site, you must have received an email from us to the email address you're using with Todoist, it contains the price, some other data and a string of numbers and letters called "Order reference ID".

Please check your spam folders to make sure it hasn't landed there.


Best regards,
David

Георгий Ребро premium
Replied on Feb 27, 2014 - 19:18

I understand you ) )
Probably should tell it all over again :
Previously, I had an account that I paid a premium to the updated (ch_3XNYbGMu6AdvXo), I'm not understanding notifications asked to return the money - and they were returned to me ( for that special thank you - you have a great service ! Way and replied to those letters , too you ))) ) and then I deleted my profile (do not ask why - just foolish think ) . After I explained how notifications work , and that they are working properly and that I hastened to delete my account , I created it again and paid . At the time of payment I have appeared on the screen error , but the money from the card written off , as I received a notice from the bank. Confirmation email from your system ( such a letter as the last time ) I did not come (((

Георгий Ребро premium
Replied on Feb 27, 2014 - 19:20

Believe me, I'm not trying to deceive you, I really paid. I believe that this problem is somehow related to the fact that the deleted account, and then recreate it ((

Георгий Ребро premium
Replied on Feb 27, 2014 - 19:22

Tell me what information I can provide for the payment confirmation?

David Trey staff
Replied on Feb 27, 2014 - 22:23

Георгий,

Are you sure that the funds were booked off your account? If a payment fails, it's possible that funds are blocked on a card and then within 7 days, the block is lifted without a charge.

Can you remember what did the error message say when you've tried to pay?

I will pass it to the developers and we'll look into it, it's unlikely that the account deletion could have caused it as a deleted account can't be recreated. Even if you use the same email address to sign-up, you create a new account with a new ID.


Best regards,
David

Георгий Ребро premium
Replied on Feb 28, 2014 - 08:21

Today I was at the bank. In fact, funds debited, but not sent. Employees of the bank said that if there was an error then the money in 3 working days should come back to me, but this is unlikely, since this operation has an authorization code. At the moment, I could tell the authorization code of the operation. It will help you something?

David Trey staff
Replied on Feb 28, 2014 - 13:02

Георгий,

Does the authorization code look like the order ID (similar to: ch_3XNYbGMu6AdvXo)? Only with the order ID we can search in our payment system for a specific incoming payment.

Did the 3 working days already pass? If not, let us know if the charge will go through or maybe even cause a receipt to be sent as it goes through.


Best regards,
David

Георгий Ребро premium
Replied on Feb 28, 2014 - 13:52

I'll wait until Monday and then I will demand from their bank (that is why I also do not understand where my money gone))))))

Георгий Ребро premium
Replied on Mar 03, 2014 - 16:13

Overall I paid again and the payment went through correctly. Previous payment will seek from their bank. If they give full information about payment, then write here)
Thanks for your help ...

Kreeson Naraidoo premium
Replied on Mar 22, 2014 - 09:51

I paid via paypal but haven't received my upgrade as yet. Please

Brendon Wadey staff
Replied on Mar 24, 2014 - 02:06

Kreeson,

This is a different issue, and please start another thread with your transaction ID and we will manually upgrade your account.

Regards,
Brendon.