Update (February 19, 2013): We are happy to announce that MasterCard payments in USD have been reactivated for your purchases. We are actively working with our partners to enable MasterCard payments using the other currencies. In an effort to improve the buyer experience we have added a message in the checkout process that notifies you that MasterCard payments can only be used with USD. We sincerely appreciate your business and thank you for your continued patience
Note: This announcement is applicable only for the customers of hosted knowledge base license that are using monthly or annual subscription model to pay for the hosted license cost via MasterCard Credit Cards.
We have just been informed by our payment processor that some Mastercard transactions may be returning as ’Declined’. Here is their full announcement:
We are writing to update you on an issue related to MasterCard transactions.
Your customers may currently be experiencing declines when selecting the MasterCard payment option. This is isolated to one of our international MasterCard processing partners. We are working with them and are very close to rectifying the issue. We will let you know when there has been resolution.
Your buyers continue to have full access to all other payment types, including PayPal, Visa and other major payment methods.
If you have recurring transactions, we strongly recommend that you continue to provide the service to your customers and know that the declined recurring transactions will be automatically re-billed upon resolution.
We sincerely regret the inconvenience, appreciate your patience and assure you we are working diligently to resolve the issue.
So, if you are affected by this please open a helpdesk ticket and we will wotk with you to make sure there is no interruption to your service.