Can't get my premium

[brianardya]

Plan

Free/Premium

Country

Indonesia

Device

Samsung Galaxy S8+

Operating System

(iOS 10, Android Oreo, Windows 10,etc.)

My Question or Issue

 I cannot start to pay my premium, it'll always fail even when I choose the payment mode (I can't go to the next step). I've repeated it for these 4 days but there's no change. How to solve this problem ? Is there a problem in my account ?. Hope I'll get the answer. Thank you for your help.

[user-removed]

Hey there !

Let's try and figure out together how to solve your issue.

First, which platform was used to create the free account ? (Facebook or mail)

TNX!

[Jose_M]

Hello @brianardya!

Sorry to hear you're having trouble with this. Can you try this process using another browser or Incognito Mode? It might be worth trying another device. I’d also recommend checking out this article for payment troubleshooting steps.

Let me know how things go and have a nice day!

[brianardya]

Mail

[brianardya]

I've tried to process it from another browser but it wasn't help. I've read
that article too, but I didn't find any solution.
By the way, what is Incognito Mode ?

[Guido]

Hey @brianardya.

Thanks for getting back to us.

Incognito (or sometimes Private) mode is a setting in your web-browser that allows you to browse privately. You'll be browsing the web as if you are using a web-browser for the first time ever and this can help when you are experiencing an issue. In Google Chrome you can enable it with Ctrl + Shift + N. In Firefox Ctrl + Shift + P.

If it's still not working, then we recommend trying the following things:

• Wait a few days and try again. 
  There might have simply been a temporary connection problem when the transaction was attempted. We’d also recommend giving it a try in a private/incognito window in your web browser.
• Try a different payment method. 
  We have a range of payment methods available. Try selecting an alternative method to what you’ve already tried.
• Contact your bank or credit card company. 
  Their phone number is usually provided on the back of the card you’re trying to use.

We hope it works! Let us know if you have further questions.

Have a nice day.