Payment for Joplin Cloud failing (creditcard(s) not accepted)

Support
1

Operating system

Windows

Joplin version

3.5.13

What issue do you have?

Hello,

i am not able to pay my "Pro" Joplin Cloud because both creditcards getting rejected. Both are covered, both are working, both have been used for many other purposes recently.
I tried to contact stripe, but they denied help, cause in this case Joplin is the customer of stripe and not me. So it must be Joplin who should contact stripe and not me.
Btw i find it pretty strange to discuss payment issues in a public forum!

So what can i do to pay for JoplinCloud Pro?

Best regards
Martin

2

Hello, sorry unfortunately we can't do anything. I'm not sure what Stripe told you but they are the only one who can automatically block certain cards, based on their own heuristic, and there's not much we can do. The only solution is to try with another card which I understand might be annoying if you've already tried two

3

Hello,

yes i tried two cards!

However since there are not any private details in the answer of the support mail from stripe, here is what i have got:

———————————————————–
Hi Martin,

Thank you for contacting Stripe. I understand you've experienced issues with a declined card payment, and I’m happy to clarify the next steps to resolve this.

I understand how frustrating it can be when you can't make a payment. I want to help you get this resolved, but we can't share any Stripe account information with anyone other than the business you wanted to purchase something from.

Because Stripe is the payment processor, we are unable to share specific account or transaction details directly with cardholders for security and privacy reasons. To investigate this further, please reach out to the merchant or business you were attempting to purchase from.

You can suggest the following to them:

  • Ask them to contact Stripe Support directly to investigate the decline.

  • Request that they include you (CC) on the email thread.

  • Please do let them know to provide us with a charge ID so we can troubleshoot this further. As soon as they do, we'll get straight to work investigating this.

Once the merchant initiates this request, we will be able to troubleshoot the technical details and work toward a resolution.

If anything else comes up, or you have any questions, please feel free to ask in this same email thread. We will be happy to help you.

Best,

Megha
————————————————————

So its clearly Joplin who should contact them and not me. Since i have used both card many many many times they clearly have no issues. Anyway as far as i remember, only Joplin uses stripe.
However, this issue is clearly something i do not want to discuss in a public forum.

Best regards
Martin

4

Sent a PM. I'll try to contact them, but I expect nothing of it to be honest. Most declines are essentially "cardholder should contact bank" so Stripe can't do anything, but I will try