Frustrated: I am not a FRAUDSTER!! Someone help.

[AndrewM]

Hi,

Sorry to bring it to your forums but I amd tired and frustrated atm (5am here). Your credit card checking software is utter rubbish. For two days I have been trying to sign up to host gator but your software keeps telling me

Your order cannot be processed at this time. Your credit card was not accepted. Please try again later.
(This transaction has been declined.)

• Contacted live chat ... 'please send an email to sales'
• Sent an email to sales
• Email sent Saturday 5pm my time (australian)
• TICKET NUMBER: #YTF-292849

Hi,

I have tried to create an account 3 times today and each time it has come up with the following.

Your order cannot be processed at this time. Your credit card was not accepted. Please try again later.
(This transaction has been declined.)

I have used the credit card twice today (once at godaddy.com) so I know the card is ok and I verified the details I was entering are correct.

My ip is xxxx and was recorded on the web page. Is there anything you can check to see if I had entered something incorrectly?

Thankyou
Andrew

• To which i get this response at 5:40pm

Hello,
Thank you for your order with HostGator.com.
Our order system automatically detects orders which appear to have conflicting personal information entered. This is done to protect people from unauthorized charges on their credit card.
If you have not received your welcome email, and your order has not been located in our billing system, this means it was not fully processed by our automated system. Please try placing your order again, making sure to order from the same IP location as your billing address. In addition, please try to use a credit card which utilizes the same name and address as your billing information. If this is not possible, please contact us so we can ensure your order is not flagged again.
Again, thank you for your order with HostGator.com. I apologize for any inconveniences.

• I try again the next day ... same result
• I try again with my girlfriends credit card ... same result
• I send this email monday 11:16am (australian)

Hi,
I have just tried again and I get the same error stating:
Your order cannot be processed at this time. Your credit card was not accepted. Please try again later.
(This transaction has been declined.)
My credit card should have the same name and billing info as I am entering as it is mine.
I am in Australia ... not sure if that is causing the error?
My ip is shown on the order wizard page as: xxx.xxx.xxx.xxx
Can you please stop it from being flagged.
Thankyou
Andrew

• I call monday 5:30pm from australia and follow the prompts through to sales. After being on hold for a few minutes someone answers how tells me they can't help me and I'll have to call back and talk to someone in sales ...
• I send another email similar to the one above and wait for a response.
• At 12:30am no response go to bed
• Wake up at 4:30am and this email is waiting

Unfortunately the problem appears to be your card, rather than our ordering process. Do you have another card you can use, or perhaps can try a payment such as paypal?
Regards, Tim
HostGator.com

• I respond with this email at 4:30 am

Hi,
I have used my credit card to purchase from godaddy.com without any issues on the day it first failed at hostgator, so it cannot be the card. I have also used the credit card several times (in person) over the last few days since your site rejected my card without any problems.
I have tried another credit card also (my girlfriends) and it had the same error.
Can you please tell me the reason it is being rejected?
Thankyou
Andrew

• At a guess i'd your software is saying my IP address does not match up with the location of the credit card ... not much i can do about that.... My ISP is australian, I'm Australian, my credit card is australian.

Can Someone please read this email and go to support ticket number #YTF-292849 and PLEASE allow my IP address to go through.

I spent days researching host providers and was really happy when I found HG but this is getting pretty damn frustrating that you don't want my business

Edit: edited ip

[Serra]

I feel for you, but the truth is that credit card fraud is VERY common in hosting. As a person outside of the US, you are a fraud risk. (Yes, I know AU isn't a huge fraud country, but hey, us yanks can't be too trusting).


Hostgator is a great company, just hang in there and all will be well in the end. The worst thing you can do is try to get things done fast.

Follow their suggestions, if they say the card is crap, that card is crap. It will never work. Try something else....

[AndrewM]

The issue has been resolved.

Thankyou to the staff involved.

[chaloupe]

I had some trouble on my side also when I have ordered 2 dedicated server in US and that I come from Canada but at least now, I have an account with them and when I setup a new server, I am accepted right away.

It was just to let you know that you are not the only one that can have issues with credit card.

[Sergio]

Originally Posted by Serra

...
Follow their suggestions, if they say the card is crap, that card is crap. It will never work. Try something else....

Wow, you miss on this