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Post Reply Can't purchase Gift Memberships, they are recurring?!
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Posted 5/20/16 , edited 5/21/16
Greetings.

I have just contacted Crunchyroll support via their site's contact form and figured it would be a good idea to post here while I was waiting for a response in case anyone else was encountering this problem or had a solution.


I've been trying to purchase a non-subscription one time payment. "Premium Membership Gift" from the Crunchyroll store.

Link:
http://www.crunchyroll.com/store/p/163389/Premium-Membership-Gift-One-Month?src=bottombar

However when I complete the order a "Card Invalid" error is displayed.

I've tried both payment methods (Crunchyroll site and PayPal) both produce an error.


When I contacted my card provider they informed me that the purchase was marked as a recurring payment so they blocked it.

Why is a "one time purchase Crunchyroll gift card" billed as a recurring transaction?


This is very frustrating as in the past I've previously purchased premium membership gift cards from the Crunchyroll site without a problem.





Just double checking. the crunchyroll gift cards are non-recurring right?
(Unless I've misunderstood things it wouldn't really make sense if the one time gifts were a recurring payment.)
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Posted 5/20/16 , edited 5/21/16
UPDATE

I just got a reply from Crunchyroll support...

Unfortunately Support appears to think I'm talking about purchasing a Subscription for my own account instead of buying a Gift Membership.

I've sent them another e-mail, so... hopefully it'll get cleared up.

On the plus side they did reply pretty fast to my initial mail.


Additional Note:

The problem NimanderRake posted about at this link:
http://www.crunchyroll.com/forumtopic-840813/crunchyrollcom-site-issues?fpid=53706211

Appears to be exactly the one I'm experiencing.



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Posted 5/21/16 , edited 5/21/16
UPDATE


I've received another e-mail from support.

They have been able to duplicate the problem and are escalating the support ticket.



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Posted 5/27/16 , edited 5/27/16
UPDATE

Got another e-mail, they have passed the information to their eCommerce team.


It also seems that the support ticket was closed shortly after this as I am being asked to rate the support I received.
(How will I know when the problem is fixed? I'm still waiting to make my purchase.)



Unfortunately now the Gift Membership link leads to a "The product you requested does not exist." page.
http://www.crunchyroll.com/store/p/163389/Premium-Membership-Gift-One-Month

Please tell me that my attempt to get support to fix the problem hasn't lead to purchasable Gift Memberships being removed.

The removal of purchasable Gift Memberships would be the worst possible outcome.

If any site staff are reading this post could you please look into this?
(Please, don't let it end like this.)
Der Zoodirektor
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Posted 5/27/16 , edited 6/8/16
We're running a store-wide discount promotion right now. We always take the memberships offline on these occasions. They'll be back up after the promotion has ended.
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Posted 5/27/16 , edited 6/8/16
Thanks for posting that information Shinryou.

Glad to hear that, I'll look forward to their return.
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Posted 5/27/16 , edited 5/27/16
UPDATE

Another e-mail has arrive from support.

They say that the payment issue has been fixed.




I'll have to wait until the current sale ends (On the 30th I believe.) and the Gift Memberships return to the Crunchyroll store before I can attempt the purchase again, I'll post the results then.
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Posted 6/2/16 , edited 6/2/16
UPDATE


Just tried to purchase the "Premium Membership Gift" from the Crunchyroll store again.

Unfortunately the same error occurred.

I contacted my card provider again and they said the one time payment to the Crunchyroll Store is STILL being tagged as a "recurring transaction".


I've sent another e-mail to Crunchyroll support with some additional info the card provider gave me.
(Hopefully it'll help them pin down where things are going wrong.)


Just a thought, is it possible that after the "Premium Membership Gift" was removed from the Crunchyroll store for the recent sale that an older version of the product page that still contained the error preventing purchase was re-uploaded by mistake when the product page was restored?

If so, that would explain why other users have encountered this problem and had support fix it only for it to reappear later.
Der Zoodirektor
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Posted 6/2/16 , edited 6/8/16
It's not an older version of the item.
I've sent the information to the payments team. They'll look into it.
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Posted 6/4/16 , edited 6/4/16

shinryou wrote:I've sent the information to the payments team. They'll look into it.

Thank you.

UPDATE

I've received an e-mail from Crunchyroll support that mentioned:
"We have created a ticket to look into the issue."



Also, I just notice that the Crunchyroll store pages for Gift Memberships for One Month, Three Month & Twelve Month now display an "Out of stock" message below the pricing information.



I'm hoping that is just a temporary situation.
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Posted 6/7/16 , edited 6/7/16
UPDATE

Gift Memberships are back in stock in the Crunchyroll store.

I haven't yet received any additional contact from Crunchyroll support. But In case the restock meant that the problem had been resolved I tried to make the purchase again.

Unfortunately it still appears to be being billed incorrectly and generated the same two error messages.

Direct payment via Crunchyroll site:
"Your card information is invalid. Please check your card information and try again."

Payment via Paypal:
"Your payment method has been declined."



After the purchase attempt I again contacted my card provider and they confirmed that the one time payment was being blocked because it is still being billed as a recurring transaction.

My understanding is that as long as one time payments are being incorrectly tagged this way Prepaid Cards will be declined due to not supporting recurring payments.

Hopefully this will be sorted out soon as I am still eager to make this purchase.
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Posted 6/8/16
UPDATE

Just got an e-mail back from Crunchyroll support that read:

"Thank you for writing again and I do apologize you are still experiencing the problem. It is weird because other members are able to make purchases using PayPal."


This is frustrating as I believe PayPal is functioning fine, the problem I contacted support about is a different one.

Previously Crunchyroll support said they'd duplicated the error on their side so they should know this:

"Thanks for letting me know about the problem and providing the links. I tried purchasing it on my end and got the same error message as well. I am escalating this ticket, so we can look into this further. You should hear back from us shortly."


I'm guessing this is just a case of a different support staff member responding to my support ticket without being aware of the prior communications so I've sent back another e-mail to better explain the situation.


I'll restate the problem as I understand it here as well:
My understanding is that the problem is that the non-renewing gift memberships are being billed with the data tag as if they are the auto-renewing subscriptions.

Pre-Paid Cards (Visa, Mastercard, etc) block recurring transactions.

I have contacted my card provider and they have confirmed the reason for the transaction being blocked to be this.

As long as the Gift Membership - Twelve Month is being billed as recurring like a Premium Membership plan transactions using a pre-paid card will be blocked.

To further clarify when I say "Prepaid card" I do not mean a bank debt card or regular credit card.

I'm talking about pre-paid cards you'd purchase at a store and load a specific amount of cash into at the time of purchase.

These kinds of cards are sometimes also sold under the name of "Pre-Paid (Visa, Mastercard, etc...) Gift Cards".
Der Zoodirektor
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Posted 6/8/16 , edited 6/8/16
We already forwarded the issue to the payments department so they can look into it. I cannot give you an ETA though.
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Posted 6/8/16
Thanks again Shinryou.

Please let me know if you hear anything on your end.
yeaseb 
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Posted 8/8/16
Same problem here, I don't have a credit card and I'm trying to use my paypal balance to pay.
Apparently, the problem is the same when I try to boy a non-recurring account for myself using the method stated in http://www.crunchyroll.com/help?topic=payments
I have 13USD on my paypal balance but CR keeps trying to make me pay a recurring membership so it asks me for a credit card.
Replicated your problem myself.
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