Card declined after OTP verification when purchasing Pro plan

User Support
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.

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?