Author Topic: Unable to Renew?  (Read 1353 times)

Offline Dave at IceTV

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Unable to Renew?
« on: November 07, 2015, 08:23:22 PM »
We have noticed some people are having trouble checking out of the shopping cart.

If there is an error with the information you have entered the error will be shown in a banner at the top left of the page.

Some failed renewals have been because of invalid phone numbers. e.g. 2 phone numbers or a word where there should only be 10 digits. If you replace whatever word or text you currently have in the phone number field with a 10 digit number (starting with 02, 03 04, 07 or 08) you should then be able to process the payment successfully.

Also make sure that your browser or computer is not automatically filling in the phone number with your username.
« Last Edit: November 07, 2015, 08:34:14 PM by Dave at IceTV »
cheers

Dave
Customer Service

Offline simoncasey

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Re: Unable to Renew?
« Reply #1 on: November 07, 2015, 09:21:07 PM »
Why do you need a phone number?

Offline Dave at IceTV

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Re: Unable to Renew?
« Reply #2 on: November 08, 2015, 12:20:48 AM »
Why do you need a phone number?

Nothing nefarious. It's a carry over from the IceTV v1 website, and it was so nobody could order a PVR without leaving contact details and also to improve customer support as follows:
  • To ensure couriers and Australia post could contact the customer if needed when delivering their PVR.
  • To enable support to call back customers who were unable to get through on the phone and then sent an email saying "please call me" but didn't include a number to call.
  • To enable support to call back customers who were unable to get through on the phone but did not leave a voicemail or left a blank voicemail.
  • To enable support to call back customers who left voicemails with their name but without a phone number or mumbled the phone number. You'd be surprised how many people call from a work phone number or a blocked number and don't leave a contact number in the voicemail.
It was a requirement to enter 'something' in the phone number field when creating an account or ordering a product. But now something in the setup for the new payment gateway doesn't like it when the phone number includes letters or other characters.


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