Charged for service but can't create account!

KCom · 28 Apr 2006, 11:44 AM

I'm posting a message here, in the hopes that someone from Fastmail will see it and react a bit more quickly than they do when one submits a support request...

At approximately 2 AM EST on Thursday, April 27th, I signed up for a one-year Full account at the reduced price of $14.95. Immediately after submitting the transaction, I was brought to a screen that stated...

"There is not enough money in the account to complete the account creation. Please return to the signup screen and try again. Your payment was processed successfully. USD $14.95 has been added to your account."

Apparently, this must be related to the "change in price bug" that is mentioned on this board in other posts. Although my $14.95 has been processed successfully, the system seems to think this amount isn't enough money to create the account, which means I have no access to an account that my credit card already shows an authorization for!

I've tried returning to the signup screen and re-submitting the information as suggested, but I'm repeatedly brought to the same there-isn't-enough-money screen.

I submitted a support request approximately 20 hours ago, and that request has gone unanswered (and I did include an alternative email address to be contacted at). With all due respect, I don't think I should have to wait up to 48 hours to have this resolved.

Thank you!

**JeffK** · 28 Apr 2006, 12:56 PM

KCom, can you please confirm that you submitted a support ticket via the Support link on the Fastmail website.

Regards,

Jeff

KCom · 28 Apr 2006, 01:16 PM

Jeff,

Yes, I submitted a support ticket via the "Support" link on Fastmail's website. After submitting my support request, I was taken to a screen that stated I would receive a response within 6 to 48 hours, but I don't think I should have to wait 48 hours to have this resolved.

Within 15 minutes of starting this thread, Richard (from Fastmail) sent me a PM requesting my account information. Hopefully, I'll have access to my account soon.

KCom

KCom · 28 Apr 2006, 01:23 PM

Right after submitting my last post, I received an email from Richard. I now have access to my account!

Thank you, Richard!

KCom

**JeffK** · 28 Apr 2006, 01:34 PM

That's good. Have fun with your account.

Jeff

Shazzer · 28 Apr 2006, 05:17 PM

I purchased a new full account for my partner a little over 14 hours ago and I got stuck in the same error message loop that Kcom did. I submitted a support ticket immediately and have heard nothing back yet.

In the meantime, we still don't have access to an account that's been paid for. I've been talking up fastmail for years now and finally convinced my better half she needed an account...so on top of this glitch being inconvenient...it's kind of embarrassing!

Shazzer · 29 Apr 2006, 03:50 AM

Okay, it's been 24 hours now and my Swede still doesn't have access to her new account, and neither one of us has heard a word from support.

I know we're dealing with a pretty significant time-difference here, but sure someone from fastmail monitors these forums fairly regularly?

JasonWard · 29 Apr 2006, 08:15 AM

Have you reported the problem direct to Fastmail?

Whilst people from Fastmail are here often, these are community pages, formal support is offered by Fastmail directly, and this has to be an instance that Fastmail needs to deal with.

Jason

**JeffK** · 29 Apr 2006, 08:20 AM

I wispered in a little birdies ear just in case these problems have been missed.

Jeff

Shazzer · 29 Apr 2006, 08:20 AM

Quote:

Originally posted by JasonWard
Have you reported the problem direct to Fastmail?

Yes Jason. As I mentioned in my first post, I submitted a support ticket directly to fastmail the moment I realized I had a problem. I didn't post it here until 14 hours had passed and I'd had no response.

(I'm still waiting, BTW.)

robmueller · 29 Apr 2006, 10:38 AM

Hmmm, I know there was a little problem or two that Richard introduced with the special prices for upgrading, but I thought he had dealt with them all. I'll get him to look at it...

Rob

Shazzer · 29 Apr 2006, 05:51 PM

Thanks Rob! It's now been over 36 hours since we signed up for the account and neither one of us has heard anything back yet. I was beginning to think that maybe I helped to muck things up communication-wise by submitted the support ticket about an issue with an account other than my own. At the time it made sense to me because my name is on the credit card that paid for it and I'm an established customer and know how to navigate the support system, but maybe my effort to help only caused more confusion.

28 Apr 2006, 11:44 AM	#1
KCom Junior Member Join Date: Apr 2005 Posts: 5	Charged for service but can't create account! I'm posting a message here, in the hopes that someone from Fastmail will see it and react a bit more quickly than they do when one submits a support request... At approximately 2 AM EST on Thursday, April 27th, I signed up for a one-year Full account at the reduced price of $14.95. Immediately after submitting the transaction, I was brought to a screen that stated... "There is not enough money in the account to complete the account creation. Please return to the signup screen and try again. Your payment was processed successfully. USD $14.95 has been added to your account." Apparently, this must be related to the "change in price bug" that is mentioned on this board in other posts. Although my $14.95 has been processed successfully, the system seems to think this amount isn't enough money to create the account, which means I have no access to an account that my credit card already shows an authorization for! I've tried returning to the signup screen and re-submitting the information as suggested, but I'm repeatedly brought to the same there-isn't-enough-money screen. I submitted a support request approximately 20 hours ago, and that request has gone unanswered (and I did include an alternative email address to be contacted at). With all due respect, I don't think I should have to wait up to 48 hours to have this resolved. Thank you!

28 Apr 2006, 01:23 PM	#4
KCom Junior Member Join Date: Apr 2005 Posts: 5	Thank you! Right after submitting my last post, I received an email from Richard. I now have access to my account! Thank you, Richard! KCom

28 Apr 2006, 05:17 PM	#6
Shazzer Essential Contributor Join Date: Sep 2001 Location: Malmö, Sweden Posts: 204	I'm having the same problem! I purchased a new full account for my partner a little over 14 hours ago and I got stuck in the same error message loop that Kcom did. I submitted a support ticket immediately and have heard nothing back yet. In the meantime, we still don't have access to an account that's been paid for. I've been talking up fastmail for years now and finally convinced my better half she needed an account...so on top of this glitch being inconvenient...it's kind of embarrassing!

29 Apr 2006, 03:50 AM	#7
Shazzer Essential Contributor Join Date: Sep 2001 Location: Malmö, Sweden Posts: 204	(Bump) Okay, it's been 24 hours now and my Swede still doesn't have access to her new account, and neither one of us has heard a word from support. I know we're dealing with a pretty significant time-difference here, but sure someone from fastmail monitors these forums fairly regularly?

28 Apr 2006, 12:56 PM	#2
JeffK Moderator Join Date: Feb 2002 Location: Kingaroy, AU Posts: 3,177	KCom, can you please confirm that you submitted a support ticket via the Support link on the Fastmail website. Regards, Jeff

28 Apr 2006, 01:16 PM	#3
KCom Junior Member Join Date: Apr 2005 Posts: 5	Jeff, Yes, I submitted a support ticket via the "Support" link on Fastmail's website. After submitting my support request, I was taken to a screen that stated I would receive a response within 6 to 48 hours, but I don't think I should have to wait 48 hours to have this resolved. Within 15 minutes of starting this thread, Richard (from Fastmail) sent me a PM requesting my account information. Hopefully, I'll have access to my account soon. KCom

28 Apr 2006, 01:34 PM	#5
JeffK Moderator Join Date: Feb 2002 Location: Kingaroy, AU Posts: 3,177	That's good. Have fun with your account. Jeff

29 Apr 2006, 08:15 AM	#8
JasonWard Cornerstone of the Community Join Date: Mar 2004 Location: London, UK Posts: 834	Have you reported the problem direct to Fastmail? Whilst people from Fastmail are here often, these are community pages, formal support is offered by Fastmail directly, and this has to be an instance that Fastmail needs to deal with. Jason

29 Apr 2006, 08:20 AM	#9
JeffK Moderator Join Date: Feb 2002 Location: Kingaroy, AU Posts: 3,177	I wispered in a little birdies ear just in case these problems have been missed. Jeff

29 Apr 2006, 10:38 AM	#11
robmueller Intergalactic Postmaster Join Date: Oct 2001 Location: Melbourne, Australia Posts: 6,102 Representative of: Fastmail.FM	Hmmm, I know there was a little problem or two that Richard introduced with the special prices for upgrading, but I thought he had dealt with them all. I'll get him to look at it... Rob

29 Apr 2006, 05:51 PM	#12
Shazzer Essential Contributor Join Date: Sep 2001 Location: Malmö, Sweden Posts: 204	Thanks Rob! It's now been over 36 hours since we signed up for the account and neither one of us has heard anything back yet. I was beginning to think that maybe I helped to muck things up communication-wise by submitted the support ticket about an issue with an account other than my own. At the time it made sense to me because my name is on the credit card that paid for it and I'm an established customer and know how to navigate the support system, but maybe my effort to help only caused more confusion.