Zen Internet Support Forum

I was just wondering if anyone has had problems simular to this or knows anything about it. 

I am coming towards the end of my monthly bandwidth allowance and today attempted to buy some more via the Portal.

I first tried to buy 2gigs worth, and was later sent an email saying my Card was decline.

I later tried again (this time buying 5gigs worth), checking all my details throughly; only to be sent an email saying it was declined also.

Now because of the policy that 3 card declines will result in suspension, I have not tried since.

However, only a few minutes ago I recieve 2 emails (one for the 2gig and the other for the 5gig) saying that "Broadband download usage Purchase confirmed". The Portal itself has not been updated yet.

Tomorrow if I get closer to running out, I will phone zen themselves and see if I can buy additional usage over the phone, but would rather be able to purchase over the Net if possible in the future.

Just wondered if anyone has encountered this problem with the portal and/or knows if my order did get through or was infact the card declined.

Thanks 

When usage is purchased, we allocate the amount purchased immediately (in order to unrestrict people immediately who may be restricted at the time) and will "confirm" the purchase via E-Mail for your records.

At present, our card authorisation system runs every 30 mins and if your card is rejected then any download usage purchased is revoked (which could of course restrict the account again should it be in negative usage), a "strike" is added to our account and a failed payment E-Mail is sent. This system runs in parallel with the confirmation of your usage purchase and therefore it is perfectly possible to have both a confirmation of purchase and a rejected card within a short time. In fact due to the way E-Mails route it is theoretically possible that the failed payment message may arrive before the confirmation.

 There may be a specific reason this card is being rejected. Have you tried another card? Of course if you make 3 failed payments ( 3 strikes) we suspend your account. This is as a precautionary measure to prevent malicious users from abusing our system however any genuine errors or users having problems with their cards would of course be unsuspended. The only issue with this is that it may take a little time to make this happen and of course it can only be done within office hours. If you are having problems with a specific card and you are afraid that this  could mean your account being suspended then I suggest you call during office hours. The "strikes" against your account for failed payments are reset at the start of the next calendar month.

 I hope this helps.