Ha ocurrido un error en el pago

[ybbts4erui0o449]

Plan

Free/Premium

Country

Colimbia 

Device

MacBook Air, iPhone 11pro Max, iphone 7plus

Operating System

(iOS 13)

My Question or Issue

Desde hace semanas se me paso cambiar el método de pago para la renovación, sin embargo quiero actualizar mi método de pago, pero me dice que ocurre un error, ya van varias semanas. Se que no es mi tarjeta debito porque ya he realizado varias compras para comprobar la funcionalidad y se comportan normal pagando servicios públicos. Ojalá me puedan ayudar a resolver el problema ya que no puedo disfrutar de premium. Gracias. 

[Billy-J]

Hey @ybbts4erui0o449, thanks for reaching out to the Community!

I'll be happy to help out! I hope you don't mind me replying in English. 

Could you try updating your payment details following these steps using a different browser or private window? If you have already tried that, can you let me know which troubleshooting steps you have tried so far so I don't repeat them to you? 

You can also send me a screenshot of the error message being shown, making sure that you hide sensitive info when posting to the Community.

Let me know what happens!

[ybbts4erui0o449]

Yes, sure I don't mind. You see I've literally done everything, private windows, diferente networks, different browsers. I spoke yesterday with the contact help and we assume that is my bank services, but I don't really think so, I pay my Playstation games with the same debit card and all my public services. The think is that doe the pandemic my credits card was not pay, so my subscription and renew failed. I've trying to get back to premium adding my debit card like 20 times and its stills says that something failed  

[Billy-J]

Hey @ybbts4erui0o449, 

Thanks for getting back in touch. 

I'd recommend getting help from the issuer of your card (financial institution) and check to see if everything is good to go, for example, if the card is enabled for recurring payments such as subscription services.

Keep me posted on what they say 🙂