Update: Still no resolution, as of 1:00 PM on Friday, August 16th.
Since midday Monday (August 12th), we have been unable to process credit card payments. Here’s an update on how we’re handling that.
Late Monday morning, our ability to accept credit card payments (and to process auto-renewals) went down and has stayed down. Manual subscription payments (either from new subscribers or returning subscribers) have been rejected, and on Monday night, our auto-renewals all failed.
We have been working to figure out the problem, and as of 9:30 this morning (Wednesday), a customer support ticket to PayPal had not yet been answered.
Here’s what we’re doing for various customer groups:
1.) Everyone whose rebill failed Monday night has been manually extended out one week, to August 20th. If you’re in this group, when your extra week expires, you will unfortunately have to renew manually.
2.) Everyone who comes up for renewal while the system is still down will be extended out one week so the renewal doesn’t fail. Last night’s (Tuesday’s) renewals have been extended out to August 21st, and will attempt to autorenew that night, assuming we get the issue fixed before then.
3.) For every day that we are not able to fix the problem, we’ll extend that night’s auto-renewals out one week.
4.) If you’re new and are attempting to start a subscription, please be patient while we work on the issue.
5.) If you’re a past subscriber who has taken some time off and are trying to restart your subscription, email us at [email protected], and we’ll give you a free week while we work on the problem.
Thanks for your patience. We’ll keep you updated on the message boards (we won’t post updates to social media, though), and when the problem is finally resolved, we’ll let you know with a site update and mass email.