Heroku declined payments. Support can't find the problem

Question

I'm having a problem with payment procedure in heroku account(billing section). I got verified first time successfully and in one month all charges of my card are giving an error: "Unable to verify your card. Please try later or contact your financial institution for help'".
I tried with 10 credit cards, all of which are from Mexico (and I triple checked all the info and I’m sure it’s correct). I also talked to my bank and there is no attempt of charging cards.

Heroku support can't help me out. This is their answer to my ticket "I truly wish I could be of more assistance, but unfortunately I do not have access to anything that would be able to make a difference here. I apologize for the poor experience."

Maybe someone had the same problem? Thank you.

hi there, did you ever get this fixed? having the same issue — John Rogerson, Dec 26 '19 at 16:45
Hey John.. I moved to DigitalOcean. But you should create a ticket to support team and don't try to pay too many time as I did because payment system will block you forever. — Дария Печайко, Dec 27 '19 at 23:35
thanks, they ultimately took care of this for me, for some reason it was triggering some fraud alerts. i didn't get a response until i started complaining on facebook... — John Rogerson, Dec 30 '19 at 01:05

score 12 · Accepted Answer · answered Jun 27 '19 at 16:25

The answer is ... that noone can help me in Heroku.

Support of Heroku answered: "Unfortunately, the many layers of security make it impossible for us to further investigate. I find it frustrating myself, since my job is to try and help customers and in cases like this I'm told there's nothing I can do. I'm truly sorry for the poor experience here. The only choices are pretty much to use only Free Dynos and no add-ons except the free version of Heroku Postgres (and no custom domains), or to move to a different platform. I apologize that these are really the only choices".

So I'm moving to other platform. Lol

score 3 · Answer 2 · answered Jun 24 '19 at 22:08

3

If that many cards are not working, one of the possibilities is that your user footprint (things that can compare your online activity to the other user profiles, like location, e-mail, credit card) could be triggering fraud prevention tools, which can happen if patterns are identified that are similar to ones used by spam or fraudulent accounts. It doesn't necessarily mean that your account is identified as fraudulent or spam, but it does mean that the virtual footprint is considered too risky to approve.

answered Jun 24 '19 at 22:08

Maria Digital

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Could be... but I have no idea how to fix this problem. Nowhere I can clear my footprint. – Дария Печайко Jun 24 '19 at 22:10
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It seems that heroku payment processing provider is blocking this transaction for some reason. Support should help you out. – Maria Digital Jun 24 '19 at 22:16
They don't help... Their answer is "Unfortunately we have no inside tools that would help a declined card by system be accepted" – Дария Печайко Jun 25 '19 at 14:47

score 0 · Answer 3 · answered Jun 04 '23 at 04:39

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If you're on a VPN, try turning it off.

answered Jun 04 '23 at 04:39

Pei Liu

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Krzysztof Kęczkowski · Answer 4 · 2023-06-22T10:24:11.930

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I got the same problem today. Neighter Revolut or Wise card seemed to work. Once I've disconnect from my VPN adding card worked and the problem was solved.

edited Jun 22 '23 at 10:24

answered Jun 22 '23 at 10:23

Krzysztof Kęczkowski

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Heroku declined payments. Support can't find the problem

4 Answers4