i keep trying to buy the 3 month premium deal for 9.99 but both devices and payment types don't work

[salamander345]

Plan

Premium 3 months for 9.99

Country

Device

chromebook and pixel phone

Operating System

chrome os, android os

i've tried to buy the plan on my phone and on my laptop... and both ways aren't working.. i've even tried different payment methods..

it just sits there when i push the button... i dont see any failing network requests in the browser. 

please help!

[Mary62]

I have the same problem.  It seems that the address form is not displayed correctly.

[MafeG]

Hi folks,

Thank you for reaching out to the Community!

Since this is happening across different devices, could you try using a different internet network? 

Also, make sure to access your account from an incognito window in your browser.

Let us know how this goes.

[Nathanaa]

I have the same situation. Unable to fill out the address form.  This seems to be a problem with the website.

[Tavion]

I've been having the same problem, on mobile, and on desktop regardless of selecting my card or Paypal. 

[MafeG]

Hi @Nathanaa,

Thank you for posting on this thread.

Could you confirm if you've followed the troubleshooting steps I shared in my previous post? If not, please give them a try. 

Keep us posted.

[Nathanaa]

I already followed your steps. Not work. Nothing happens when I click the purchase button because the address form not displayed .

[Tavion]

The Adress form shows up for me, but it still doesn't let me pay through Paypal or through card

[Tavion]

I've followed your troubleshooting steps, changing my wifi (and tried with data too) and in an incognito tab on my phone, and laptop, and it doesn't work. 

[scgbh6fajcvve99]

The same issue is with me as well. I don't even see the address form on the payment page. It simply says payment failed. I have tried with multiple cards but still not resolved.

[salamander345]

I tried my phone which was on a different network and that did not work. I noticed that i hadn't been filling out the address field and when i finally did notice the address field was there it was working... but it sounds like the state of the address field is depending on the state of which payment method you choose. What appears to be going on is either it is not showing the address properly... or when it does show it there are network errors which lead to bad state. i'm not sure exactly whats going on, but can confirm it happens on different devices with different networks.. I have no idea how mine finally worked.

[salamander345]

this sounds most likely like the issue. I think when my address form finally showed it worked. because there is a chain of network requests that must go through properly something in the chain breaks and it doesn't work right. but sometimes the chain of network requests work properly and you see the address.

[scgbh6fajcvve99]

Which payment method worked for you at the end?

[MafeG]

Hi folks,

Thank you for your replies.

We'd like to investigate this further because it's odd that the website isn't showing the complete form. To every new user on this thread experiencing the issue, please try making the payment from a different device and wait 24 hours before trying again. 

After 24 hours please let us know if the issue persists or if there's any difference.

We'll be on the lookout.

[Elena]

Hi folks, we're back with some more questions.

@Mary62 and @Nathanaa and everyone else everyone who's not getting the address to open and is located in the US (address is a requirement there for tax reasons) - could you load the page fully, wait a little and refresh it - when we tried doing that it worked well for us, does it work for you?

@Tavion and @scgbh6fajcvve99 it sounds like you're experiencing a different issue and we recommend taking a look at this page first to see what you can do to troubleshoot a payment error. If you still have any trouble feel free to start a new thread in our Help boards.

Keep us posted on how it goes!

Have a great Friday!

[Blessing01]

The account page is not opening

[AlejaR]

Hey @Blessing01,

Thanks for your reply.

In this case, we'd like to gather some additional info. Are you able to access to you account page, but when you're doing the payment the page is not working or you can't access the account page at all? It'd be awesome if you could clarify this to us.

On another note, we'd recommend to try and access your account page from a different device and browser to see if you notice any difference. 

Lastly, jus to confirm, is this happening over WiFi? 3G/4G? Ethernet? Do you notice any difference if you switch the internet red you're using? It'd be awesome if you could check.

Keep us in the loop!