Afrihost payment problems

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Xman

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Does anyone experience the same problems?

In August 2015 my DR order did not go through. Bank swears it is not their fault. Had to spring through loops to get it paid, threatening suspension by Afrihost. Now Jan 16, the same story. My bank account in good order and funded. No other DR orders fail, not in August or now or any other month. So it is isolated to Afrihost. Also send a letter from the bank stating this and that they should re-submit. Which they can not do, I must do the payment now.

So the loop springing story starts over. Something fail again, but Afri Dr my account successfully with R1. The R207 is not paid, even with the message that transaction was successful. Next thing, my account is suspended. That after they gave a deadline for this to happen only on the 19th of Jan, in an email. So, the 11th is a good time to just suspend all domains and embarrass me in front of clients who see this when they want to visit a site and losing sales. So much for treating a loyal customer with the same loyalty.

If anyone at Afrihost care to look into this, account number is A12276768.
 
Xman said:
Does anyone experience the same problems?
In August 2015 my DR order did not go through. Bank swears it is not their fault.
Click to expand...

Nope you are not alone. I got an email from Afrihost that my Dec debit from my Ccard had been rejected. So +R20 admin fee for the rejection. I call up support - ask wtf? - while on the line, I do a resubmit payment - and .. rejected another +R20 admin fee. The support guy then says "hmm try doing an immediate payment, cause resubmitting payments is usually for cheque accounts" So .. using the same card details - I do that payment and it works.

I contact Afrihost accounts asking what is up - and asking for a refund for the R40 in admin fees, as it is clearly not my fault. I get told "send this error code your bank and they must tell you why it was rejected". Seriously wtf?

I've also had issues about 4 months ago when changing my card details (card had expired) - and had to jump through endless loops cause of 3D Secure and pages not redirecting etc.

In short - I am R40 down, and bank hasn't come back with any explanation as to the mysterious code - and Afrihost can't say why one payment "route" failed but another worked - for the same details.

Sorry - rant over. In short - Afrihost accounts department is a bit wonky.
 
Yes, also tried the payment thing on the phone. Would not work due to 3D security something. Then did it through Clientzone, all went well, till I got the mail my account has been suspended with immediate effect.

Now clients phone me, asking, wtf, cant you pay your bills? This is not on!

Sending emails, twitter but get no response. How can I possibly stay with this company?
 
Xman said:
Does anyone experience the same problems?

In August 2015 my DR order did not go through. Bank swears it is not their fault. Had to spring through loops to get it paid, threatening suspension by Afrihost. Now Jan 16, the same story. My bank account in good order and funded. No other DR orders fail, not in August or now or any other month. So it is isolated to Afrihost. Also send a letter from the bank stating this and that they should re-submit. Which they can not do, I must do the payment now.

So the loop springing story starts over. Something fail again, but Afri Dr my account successfully with R1. The R207 is not paid, even with the message that transaction was successful. Next thing, my account is suspended. That after they gave a deadline for this to happen only on the 19th of Jan, in an email. So, the 11th is a good time to just suspend all domains and embarrass me in front of clients who see this when they want to visit a site and losing sales. So much for treating a loyal customer with the same loyalty.

If anyone at Afrihost care to look into this, account number is A12276768.
Click to expand...

Hi! :)

I'm already assisting you on Twitter, would you prefer to communicate here or via Twitter? :)
 
Xman said:
Does anyone experience the same problems?

In August 2015 my DR order did not go through. Bank swears it is not their fault. Had to spring through loops to get it paid, threatening suspension by Afrihost. Now Jan 16, the same story. My bank account in good order and funded. No other DR orders fail, not in August or now or any other month. So it is isolated to Afrihost. Also send a letter from the bank stating this and that they should re-submit. Which they can not do, I must do the payment now.

So the loop springing story starts over. Something fail again, but Afri Dr my account successfully with R1. The R207 is not paid, even with the message that transaction was successful. Next thing, my account is suspended. That after they gave a deadline for this to happen only on the 19th of Jan, in an email. So, the 11th is a good time to just suspend all domains and embarrass me in front of clients who see this when they want to visit a site and losing sales. So much for treating a loyal customer with the same loyalty.

If anyone at Afrihost care to look into this, account number is A12276768.
Click to expand...

Really sorry about the issues here :(
I've had a look at your account briefly, as did our Twitter team, and can't seem to find an issue from our end.

There looks to be a failed transaction on the account, our Accounts team should have more info on this though - not aware of any general processing issues from our end. No services look to be suspended though.
 
Here is the answer I got just now on twitter DM

I just reviewed your account history, after the initial payment bounce, the suspension date was set for the 19th of January, however, when the payment that you scheduled for today bounced as well, the suspension took immediate affect. I've un-suspended your account temporarily, but you will still need to settle the account in full as quickly as possible. The payment was submitted to your credit card vendor, the payment was rejected by their system. The reason given was Payment Denied by the card vendor. ^E
Click to expand...

So my question, why did R1.00 go off from my account if the card is declined?

How do I settle this and make sure it does not happen again? If I just do another manual immediate payment on Clientzone, as this morning and nothing is different, the same result will be achieved and I will be suspended again.

My bank again confirmed nothing wrong their end. The fact remain, it is only Afrihost who ever have difficulties with my account and DR orders.

Where to from here?
 
Xman said:
Here is the answer I got just now on twitter DM



So my question, why did R1.00 go off from my account if the card is declined?

How do I settle this and make sure it does not happen again? If I just do another manual immediate payment on Clientzone, as this morning and nothing is different, the same result will be achieved and I will be suspended again.

My bank again confirmed nothing wrong their end. The fact remain, it is only Afrihost who ever have difficulties with my account and DR orders.

Where to from here?
Click to expand...

As I mentioned in reply to your question about the R1, when you update your payment details, there is a R1 verification charge that is submitted the verify the card details to make sure it is a valid and functional credit card.

We submit the payments through our payment portal with our vendor and the payment is either successful or fails, the error message that we received from your credit card vendor was that the Payment was Denied.

This denied error is generated when the PAM (Personal Authentication Message) fails, which looks to be an error generated on the credit card vendors side.

Do you have another payment option you could try perhaps?

EDIT: In future please be careful about sharing information that was provided via DM or PM with you, this information is usually shared in confidence with you as the Client, and can be problematic if it is re-posted in an open forum.
 
Last edited:
AfriGenie said:
As I mentioned in reply to your question about the R1, when you update your payment details, there is a R1 verification charge that is submitted the verify the card details to make sure it is a valid and functional credit card.
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I did not update any details, just did the payment. The R1 reflect on my statement, proving that my payment is valid. If declined, why successful with the R1. That is my question.
 
Xman said:
I did not update any details, just did the payment. The R1 reflect on my statement, proving that my payment is valid. If declined, why successful with the R1. That is my question.
Click to expand...

The R1 is not a full payment, the verification charge is just there to ensure that the card number, expiry date and CVV numbers are valid. That does not necessarily mean that a full payment will go through, only that the details that we have on our system match the details on your credit card.
 
AfriGenie said:
The R1 is not a full payment, the verification charge is just there to ensure that the card number, expiry date and CVV numbers are valid. That does not necessarily mean that a full payment will go through, only that the details that we have on our system match the details on your credit card.
Click to expand...

It does not make sense. If all those things are in place, then the only thing that could bounce the payment, is 'no funds'.
 
Xman said:
Like what? You state in clientzone that EFT is not an option.
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Xman said:
It does not make sense. If all those things are in place, then the only thing that could bounce the payment, is 'no funds'.
Click to expand...

Perhaps a different credit card? Or Debit Order?

The error that we are getting appears to be linked to security authentication on the card itself, do you have to verify charges that go off on your card? Is there a daily limit? Which credit card vendor supplied the card?
 
Xman said:
Like what? You state in clientzone that EFT is not an option.
Click to expand...

Xman said:
It does not make sense. If all those things are in place, then the only thing that could bounce the payment, is 'no funds'.
Click to expand...

Xman said:
No

Card not used today. Limit is any case way more than R207.00

It is a cheque card from Standard Bank.

How do we do that?
Click to expand...

In your ClientZone, you just need to select Billing, and then the Update Payment Details menu. This will allow you to add new payment details.

I just checked your ClientZone, and I'm not seeing a valid credit card entered at the moment, did you previously choose the Settle my Account option and enter your card details there?
 
I just checked your ClientZone, and I'm not seeing a valid credit card entered at the moment, did you previously choose the Settle my Account option and enter your card details there?
Click to expand...
You have been charging my cheq account/card since the beginning of this account and it is only lately that we have this problem. Aug 2015 and Jan 2016. I see there is no card details now. Were it maybe a Debit Order all along? (PS. I deleted the empty card now)

In your ClientZone, you just need to select Billing, and then the Update Payment Details menu. This will allow you to add new payment details.
Click to expand...
OK, I created a Debit Order. But there is no date function on when to start or which day of the month. Can it start immediately to cover the outstanding amount and then carry on every month on the 1st?
 
Xman said:
You have been charging my cheq account/card since the beginning of this account and it is only lately that we have this problem. Aug 2015 and Jan 2016. I see there is no card details now. Were it maybe a Debit Order all along? (PS. I deleted the empty card now)


OK, I created a Debit Order. But there is no date function on when to start or which day of the month. Can it start immediately to cover the outstanding amount and then carry on every month on the 1st?
Click to expand...

That's not a problem at all! I'll ask our Accounts Team to re-process the payment via Debit Order for you.
 
Just speak to your bank, capitec has stopped most monthly subscription services on their cards and will only allow once off payments now. Perhaps Standard Bank also implement something similar?
 
Just got a mail. Seems like the DO also declined!

They advise me to do a debit order. So what did they try and process?

This is getting too much for me...
 
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