Card declined after OTP verification when purchasing Pro plan

User Support Account Issues
1

Hello KoboToolbox community,

I am trying to upgrade to the Pro plan but I’m facing a payment issue.

After entering my card details and clicking Purchase, the Visa 3D Secure

progress bar appears and I successfully receive and enter the OTP code.

However, after completing the OTP, I get an error saying my card has been

declined.

I have tried this on both the Global and EU servers with the same result.

Details:

- Card type: Visa

- Tried on: Global server and EU server

- OTP verification: Completes successfully

- Error: Card declined after OTP

Has anyone else faced this issue? Is there a workaround, or does

KoboToolbox support a payment method other than credit/debit cards

such as PayPal or bank transfer?

Also, our organization (DRD - DAN for Relief and Development) is a

registered humanitarian NGO. Are there any special plans or discounts

available for humanitarian organizations?

Thank you.

2

Hello! @dan_organization welcome back to the forum.
Thanks for sharing all these information.

Please email the KoboToolbox team directly at support@kobotoolbox.org with your account and payment information so they can look into it.

1 Like
3

Thank you @jorcabrera for the guidance. I have reached out to the support email provided with my account details. Could you kindly inform me of the expected turnaround time for a response?

4

@jorcabrera any update please!

5

@dan_organization, if you have already reached out support@kobotoolbox.org you will soon be receiving a response there. :folded_hands:

6

I have reached to the 3 emails

Info, support and billing, just got an email from info, but they didn’t solve the issue, I am trying all of my cards but none is being accepted, so sending an invoice for same thing won’t solve it, at least there should be a phone number we can call to finish this in one session.

Please spees up the process and convey the message of cards being declined, and for the doscount as well.

Thank you

Best regards,

7

@dan_organization, you can keep track of the conversation through the email! Our team would be able to assist you and provide the guidance you need. :folded_hands: