Customer Credit Cards Not Always Working Even Thought Card is Valid

[akullaf]

I have had several of my customer run into an issue when trying to make a purchase on my website. All 3 are users who buy frequently and who have used my site in the past, quite extensively. I will try to describe this as best I can, I have asked them to screenshot future occurrences, but here is what seems to happen.

When they attempt to make a purchase, they get notifications such as "that phone number is already in the system" or it simply doesn't accept a card they've used in the past even though it is not invalid or shut down for non-payment issues. It's frustrating to say the least!

I've found that if I remove the "reference ID/number" in their customer profile, that sometimes gets rid of the problem. I don't know what the reference ID is used for. Can you shed any light on how I might be able to fix this issue? Fortunately it doesn't happen often, but when it does it seems to happen to my best customers, can't have that! Thanks!

[AshleyK]

@akullaf I'm so sorry to hear about this happening. Have you talked to Weebly Support over the phone yet to see if they have any solutions?

Also, if you receive any screenshots from your customers please attach them in this thread, but for now it will be beneficial to reach out to Support in case there is a bug that engineering needs to take a look at. 

[akullaf]

No, I have not called Weebly support, that is a last resort because I don't have time to be on the phone on hold. Also, I don' t feel like I have a good enough understanding from my customers of what the specific message they are receiving is--I will absolutely have them send me screen shots the next time it happens. The problem is many of them are not very tech savvy and so I'm not sure they will even be able to do it. Thank you though for your input!