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How to Resolve This Hostgator Issue?

by Serenity090
8 replies
  • SEO
    • |
Hey Warriors,

Have Got Payment Issue...

Today i tried to Pay on Hostgator using my CC but it was rejected.

I contacted to my Bank They said there is no issue at their End instead website where i am trying to pay is not Authorizing the Payment...I have even used my Card for purchasing some domain and it worked ok there...

After that i contacted to Hostgator Support talked to almost 5 to 6 Technicians...But none of them gave a satisfactory response...Most of them said it's something that they can't do anything about...Some says create a new account etc etc...

If problem is at their end it's their responsibility to resolve it...So, what can i do for resolving this issue? I cann't use alternative means of payments because paypal is not available at our area and i dont want to use other means like bank wire for making monthly payments for Their Baby Package...

hmmmm
#hostgator #issue #resolve
  • Profile picture of the author esdavis
    Hostgator has chat, ticketing, and phone support. Also, the support guys probably can't access their billing system.

    I'd go with the chat method first, and specify a billing problem. Then try the phone and ask to talk to the billing guys. They've always come through for me.

    It's possible they tried the card a couple of times and it wouldn't go through. In those cases, I've seen the merchant processing vendor (not your bank or HG) deny the card because of too many tries in a short period of time.

    Do you have another card you can try? If it works, you can always go back to your other card next month.

    But I'd try billing rather than techie guys. If billing doesn't work, try sales. They're vested in getting your money.

    Here's the link to the contact page for HG with different phones/links/etc.
    HostGator.com Support Portal

    Notice that there is also a link to get into the Billing system. You might check that out, too. Maybe take the card out and add in again?
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  • Profile picture of the author Serenity090
    Es Davis Thanks For Response...

    I have done most of things you Suggested...Had Even Talked to Their Billing Guys They simply responded back with Error Message em getting during transaction and said Contact with Financial Institution.While FI guys saying Issue is with Hostgator Website because they are not authorizing the payment......

    I have contacted their sales dept by creating ticket but same Reply that getting from technicians...
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    • Profile picture of the author Kay King
      The customer service people for your credit card provider should be able to tell you if a request for payment has been declined - and if so, why it was declined. If the payment processing center PP uses was busy - that could also cause the problem and keep the authorization request from going through.

      I'd give it 24 hours with no activity and then try it again.
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      • Profile picture of the author Serenity090
        Originally Posted by Kay King View Post

        The customer service people for your credit card provider should be able to tell you if a request for payment has been declined - and if so, why it was declined. If the payment processing center PP uses was busy - that could also cause the problem and keep the authorization request from going through.

        I'd give it 24 hours with no activity and then try it again.

        Thanks Kay First I pray you get well very Soon ...You are an asset for this forum...

        Second, Reason "Credit Card Guys " are giving, is "Website where i am trying to make the payment (hostgator) is not Authorizing the payment"...


        MikeFriedman - I had been using the same card for making payments to hostgator previously...Second i can't use alternative mode especially paypal because it's not available at our place...And i have talked to almost 6 Technician (thinking might be previous one is not able to see the real problem)...hmmm But
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    • Profile picture of the author MikeFriedman
      Having worked at a major bank for 8 years, I can tell you it is one of two things. Either a problem with your bank, which an everyday customer service person cannot see, or your bank and Hostgator's merchant services provider are not compatible, something a Hostgator customer rep will not be able to see.

      It is most likely your bank though. Trust me. I would recommend using another form of payment.
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  • Profile picture of the author esdavis
    Man, what a pain! Sorry to hit you with all those "try this" stuff. Didn't know you'd tried all that!

    Do you have a different card, not Paypal? This really sounds like some kind of software processing issue somewhere in the middle. Or if you are outside the US, maybe the merchant processor in the middle is playing "fraud protection games."

    I'm assuming that your billing address on your credit card matches your billing address at Hostgator, that they have your current expiration date and 3/4 digit code correct, the right name on the card, etc. You might ask them this point-blank if you haven't already. I've done automatic "billing profile" type updates with them before and it said it was updated and then I went back and discovered it still had the old stuff stored.

    Kay is right about the bank being able to give you more data. At least they should be able to find out if the merchant services provider is cutting it off. Also about giving your card NO processing activity at all for about 24 hours and then trying again.

    From personal experience I know that sometimes a card just gets declined because it is being used on the Internet. Once I used my AMEX on 3 different sites in one day and it got declined on the 4th. The bank said that they pushed it to the fraud department because they thought "all those transactions" might mean the card was stolen. Go figure. It's always been a very hit-or-miss issue for me with Internet charges. Mostly okay, but a few weirdos. Every couple of months Clickbank denies one of my credit cards for no reason.

    Best of luck here. My advice is just to switch the payment card to another credit or debit card if you have that option available.
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  • Profile picture of the author kmachine
    Try with Paypal. I had the same problem with my CC and Hostgator, but now I'm paying with Paypal and I have not had problems with them.
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  • Profile picture of the author Serenity090
    esdavis you dont need to be sorry, infact, i am thankful to you for trying to assist by providing diff options......By the way i dont have another card for giving it a go currently...


    kmachine, Paypal is not available in our Area...hmmm
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