Hi Folks,
the last few months alot of errors or mistakes appeared while wanting to topup AP.
Since mainly all of them are easy to solve, or happen very often, I decided to name the most common errors that can happen to you.
NOTE: This is no description how the systems work in general!
If you have something different than in this thread, it does not mean your screwed!
Just contact our support team and they will surely help you.
[Contents]
What payment-methods are in this thread?
- Direct Debit
- CreditCard
- Money/Wire Transfer
- PaySafeCard
- Click&Buy
- PayPal
- Mobile
- PayByCash
- DaoPay
[Methods]
* Direct Debit
- Wtf is the PIN Code
Q: "Why do I have to enter my data first to validate it?"
A: Before being able to use the data you want to provide to topup, we have to check if it is really your
account.
Thats why we will send you 1 Cent with a PIN Code (Example Layout: "A123B4" its always 6 Digits long)
- PIN Code wrong
Q: "Hey I entered my Payment Data and it told me that the PIN Code was sent, yet I never received it"
A: Possible Errors here: Your Payment credentials are wrong, typo errors etc.
Contact our support, they can allow you to change your data again.
- PIN Code not working
Q: "Hey I got my PIN Code but it's not working"
A: Please make sure you have requested to get a PIN Code only once, otherwise the last requested PIN Code is
the one that will work for you!
Also check if the PIN Code you want to enter has the right layout(see above).
* CreditCard
- Money gone, but no AP
Q: "Hey my CreditCard was charged and still i got no AP!"
A: Our CreditCard provider "pre-authorizes" CreditCard payments.
That means your funds are being saved for the final transfer, if that will not happen the money is set free
after a max of 5 days.
* Money/Wire Transfer
- AP still not updated
Q: "Hey I sent my money on the XYth and still it is not here!"
A: Money Transfers in germany may take up to 5 days.
For transfers in europe we sadly encountered timespans from 1 week to 6 months(!).
Q: "Hey I sent my money 1 week ago, but its still not on the account! Are you scamming me?"
A: No we are not, the second issue that can happen is if your "subject" field is wrong.
This can be a typo in your PaymentID or if you put something in like "Please reload my AP".
In those cases please check this thread:
http://en.alaplaya.eu/forum/viewtopic.p ... 71#p106471
* PaySafeCard
- AP still not updated
Q: "Hey I used my PaySafeCard, the amount was deducted but I still have no AP!"
A: It can happen that PaySafeCard does not redirect the payment back to us if you take to long.
In those cases please contact the PaysSafeCard Support and ask for the Merchant Transaction ID.
With this ID contact our Support and we will be able to book your missing value instantly.
* Click&Buy
- No known Issues yet
* PayPal
- No AP
Q: "Hey I transfered money with paypal directly to your account, why didnt I get anything?"
A: Please only use our PayPal implementation and DO NOT send money directly to our account.
-Name mismatch
Q: "Hey the page tells me my name does not match... but I know how I'm called!"
A: We check the name you used in PayPal against the one in our database, please check if that entries do match.
* Mobile
- General Error
Q: "After I get my PIN Code it tells me general error and I cant topup, is my money gone?"
A: No, you are only billed after you successfully entered the code.
I need to explain this in a little more detail since with Mobile one error stands for multiple problems:
Possible Cases why you cant topup:
- Not enough money on your mobile (10 Euro while wanting to pay 9.99 may not be enough depending on your provider)
- monthly/weekly limit of your mobile provider for mobile payments
- SIM is blocked for mobile billing (contact your provider to find out if you are allowed to use mobile payment)
Please remember, even though you gt the PIN Code you are not billed until you can successfully input the code.
* PayByCash
- No known Issues yet
* DaoPay
- AP not uploaded
Q: "Hey I called daopay with my landline phone, and stilll didnt receive my AP... What happened?"
A: The main issue here is that you might have closed your browser NOT clicking on the button that leads back to us.
That way we did not realize your payment was valid and think you just quit.
What you can do now is the following:
- Take the PIN Code that you were told to write down
- Click on DaoPay on our Upload AP Page
- Select any amount(it really doesnt matter since you are only billed what you selected in your previous payment)
- Click on "I need help" at the bottom of the page
- Click on "Continue Payment" on the page that appears
- Enter your PIN or Order Number and click on "OK"
- The old payment will then be continued and if you click on the link back to us you will get your AP that you already payed for
- Hung up during the call
Q: "Hey I hung up while calling daopay, I was billed and want my AP now!"
A: If you cancel the call before its done, we cannot give you AP according to what you spent.
- Costs vary
Q: "Hey I wanted to upload 4.99 used my mobile phone and called the russian line from germany... Why do I have to pay more!"
A: Please note that depending on your provider and the number you call the cost may be a lot higher if you use your Mobile than when you use your landline phone.
[Summary and Outro]
Now these are surely not all cases that can happen, I will keep this thread updated if we encounter more "common mistakes".
I hope this helps to fix or understand some problems before questioning our support.