After our recent client area migration, we have identified a problem with some customers payment tokens. This is causing renewal invoices to not be paid in some cases.
We know this is affecting renewal payments made by a Credit or Debit Card but we may also have an example of this happening with the PayPal-V1 gateway.
When you enter a Credit or Debit card in the client area we do not store that card number, that’s for everyone’s security. Instead, we create a token that is unique to your card and store the token in the client area. We just charge your fees to this token which debits the amount from your card. The tokens for some users have expired and this means we can’t charge your card.
To fix the issue you have to add your card again. This will generate a new token and renewal will happen as expected.
We understand this is an inconvenience. We are ensuring no customer services are suspended for the next 7 days to allow users who need to update their details the time to complete this.
If any customer needs support for this issue get in touch from your account at https://account.first2host.co.uk