Unable to renew sub from Complete Collection

-Kier- · 02-19-2010, 04:41 AM

I purchased the Complete Collection but renewing my sub is impossible. I am stuck in an endless loop on the "enter payment method" form in subscriptions. The form never completes -- it keeps asking for credit cards, and I keep entering them until I get the message "card already on file". I can see the credit cards in "Payment Sources" but I can't apply them.

Am I stuck in some kind of fraud check? It feels like your auth service just is not working.

Wingrider01 · 02-19-2010, 08:34 AM

-Kier- wrote:

I purchased the Complete Collection but renewing my sub is impossible. I am stuck in an endless loop on the "enter payment method" form in subscriptions. The form never completes -- it keeps asking for credit cards, and I keep entering them until I get the message "card already on file". I can see the credit cards in "Payment Sources" but I can't apply them.
Am I stuck in some kind of fraud check? It feels like your auth service just is not working.

try internet explorer if you do n ot use it as a standard browers, if you do go into the tools and internet properties and clear all cookies and temp files

-Kier- · 02-19-2010, 01:31 PM

how could a browser be the problem? I'm using the latest in IE 8. The same data in your launcher app and the website is showing, so it's not a browser problem. I can't resub from your Station Launcher or an IE 8 install. Are all the CC services working fully?

tweety1972 · 02-19-2010, 01:48 PM

the browser can cause this problem if it glitches at the wrong time (had the same thing happen to me with IE8 ) clear the cookies and temp folders and check the popup blockers (mine kept blocking the secured by visa popup after clearing the cookies), try it and then report back if it didn't work so they can work on another solution for you.

TSR-DanielH · 02-19-2010, 03:49 PM

Greetings,

This error is almost surely being caused by an incorrect country code on your account. If the country code on your account does not match the country your card was issued in then it will not display as an available payment source. The card will still be on file with your account, though. That will result in a 'card already on file' error even though you aren't able to select or see it.

Simply contact our support line through phone or chat and we'll verify some basic account info and change the country code for you. The following link contains our contact information:

http://help.station.sony.com/cgi-bi...p?p_faqid=10404

-Kier- · 02-19-2010, 04:17 PM

that sounds correct -- I moved to the US and these are US CC

has nothing to do with a browser. Thanks for the help.

TSR-DanielH · 02-19-2010, 04:33 PM

I'm glad I could help. Please let us know if you have any further questions.

02-19-2010, 04:41 AM	#1
-Kier- Loremaster Join Date: Nov 2004 Posts: 13	I purchased the Complete Collection but renewing my sub is impossible. I am stuck in an endless loop on the "enter payment method" form in subscriptions. The form never completes -- it keeps asking for credit cards, and I keep entering them until I get the message "card already on file". I can see the credit cards in "Payment Sources" but I can't apply them. Am I stuck in some kind of fraud check? It feels like your auth service just is not working. __________________ My Playerep profile

02-19-2010, 08:34 AM	#2
Wingrider01 Loremaster Join Date: Nov 2004 Posts: 5,999	-Kier- wrote: I purchased the Complete Collection but renewing my sub is impossible. I am stuck in an endless loop on the "enter payment method" form in subscriptions. The form never completes -- it keeps asking for credit cards, and I keep entering them until I get the message "card already on file". I can see the credit cards in "Payment Sources" but I can't apply them. Am I stuck in some kind of fraud check? It feels like your auth service just is not working. try internet explorer if you do n ot use it as a standard browers, if you do go into the tools and internet properties and clear all cookies and temp files __________________ Fixing computer issues, one SOC7 at a time. Yes Jim, the user has experienced the dreaded PICNIC error

02-19-2010, 01:31 PM	#3
-Kier- Loremaster Join Date: Nov 2004 Posts: 13	how could a browser be the problem? I'm using the latest in IE 8. The same data in your launcher app and the website is showing, so it's not a browser problem. I can't resub from your Station Launcher or an IE 8 install. Are all the CC services working fully? __________________ My Playerep profile

02-19-2010, 01:48 PM	#4
tweety1972 Loremaster Join Date: Dec 2005 Location: Wisconsin Posts: 185	the browser can cause this problem if it glitches at the wrong time (had the same thing happen to me with IE8 ) clear the cookies and temp folders and check the popup blockers (mine kept blocking the secured by visa popup after clearing the cookies), try it and then report back if it didn't work so they can work on another solution for you. __________________

02-19-2010, 03:49 PM	#5
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	Greetings, This error is almost surely being caused by an incorrect country code on your account. If the country code on your account does not match the country your card was issued in then it will not display as an available payment source. The card will still be on file with your account, though. That will result in a 'card already on file' error even though you aren't able to select or see it. Simply contact our support line through phone or chat and we'll verify some basic account info and change the country code for you. The following link contains our contact information: http://help.station.sony.com/cgi-bi...p?p_faqid=10404 __________________ Daniel H Technical Support Representative Sony Online Entertainment

02-19-2010, 04:17 PM	#6
-Kier- Loremaster Join Date: Nov 2004 Posts: 13	that sounds correct -- I moved to the US and these are US CC has nothing to do with a browser. Thanks for the help. __________________ My Playerep profile

02-19-2010, 04:33 PM	#7
TSR-DanielH Customer Service Join Date: May 2008 Posts: 5,593	I'm glad I could help. Please let us know if you have any further questions. __________________ Daniel H Technical Support Representative Sony Online Entertainment