We regret that your order could not be accepted- Toontrack issue

[conan55]

I haven’t gotten the attention of support, after several attempts. The issue is with fastspring and toontrack, not Chase Visa. For whatever reason, my 6 attempts to buy synthwave.EZX failed, yet they are “PENDING” in my account. Today and yesterday, I got the  following message 6 times:

We regret that your order could not be accepted. We value your business and would like to help you complete this order. Please contact us for assistance.

 

 

EZdrummer version: 3.1.1
Operating system: macOS Tahoe (26)

Topic

[Petter Adsten]

Hi, and sorry for the inconvenience. Our web development team is working to fix that bug. If you have contacted support you will get an update via email when this has been solved.

Petter Adsten - Toontrack
Support & Betatesting

[conan55]

Hello Petter,

 

I’ve had the misfortune to be in direct contact with FastSpring, who seems to be implying, I did something “wrong”. I’ve been a customer of Chase Visa for nearly 30 years, my credit rating is well into the 800s. I suspect their system is based on Artificially Negative Intelligence, and they’d rather blame a would be user of their system,  rather than their handiwork.

I presently have 6 purchase attempts in the “PENDING” state, that I need removed, before I attempt my purchase again. I’d rather not have to explain those attempts to FastSpring. You see, with FastSpring, their forte is neither customer service, or transactions. It would behoove ToonTrack to find another vendor.

Here is what FastSpring had to say:

Hello,

We’ve made some adjustments that should allow you to complete your purchase again.

However, we’d like to flag that your previous order was disputed, which goes against our policies. While we’re allowing this repurchase as a one-time exception, please note that any future disputes may result in a permanent block from making purchases through our platform.

If you experience any issues with the product or service itself, we recommend reaching out to the seller’s support directly, as they’re best positioned to assist.

Thank you,

Alex Svenda
Risk Team

[rixa]

We have now canceled all your orders that were stuck in “Pending”.

Have you tried an alternative payment method, like PayPal?

We recommend contacting our support directly regarding problems with your order.

Rickard - Toontrack Music
Make music - it´s EZ!
www.toontrack.com
www.facebook.com/toontrack
www.youtube.com/toontrack

1

Thanked by: conan55

[Ardere Mortem]

Hi. I just got the exact same issue. I tried purchasing a midi pack with 2 different cards because I thought maybe the card was the issue but I kept getting the same error.

Operating system: Windows 11

[rixa]

Ardere Mortem wrote:

Hi. I just got the exact same issue. I tried purchasing a midi pack with 2 different cards because I thought maybe the card was the issue but I kept getting the same error.

Operating system: Windows 11

Please contact our support about this. You can contact support via the Contact Support button at the bottom of any FAQ on our site. https://www.toontrack.com/faq/how-do-i-contact-support/

Rickard - Toontrack Music
Make music - it´s EZ!
www.toontrack.com
www.facebook.com/toontrack
www.youtube.com/toontrack

[dimmichalo]

Hi guys.

I am also facing an issue with my order 3495702 for Electronic EZX and a midi pack.

The status is “Pending Payment” whereas the payment took place at the exact time of the orders and I also have a transaction number from my web-banking.

I kindly ask you to resolve this issue. Whether refund my payment or bring the two products in my products list.

Thank  you, Dimitris

EZdrummer version: 3.1.2
Operating system: Windows 10

[rixa]

dimmichalo wrote:

Please contact our support about this. You can contact support via the Contact Support button at the bottom of any FAQ on our site. https://www.toontrack.com/faq/how-do-i-contact-support/

Please contact our support about this. You can contact support via the Contact Support button at the bottom of any FAQ on our site. https://www.toontrack.com/faq/how-do-i-contact-support/

Rickard - Toontrack Music
Make music - it´s EZ!
www.toontrack.com
www.facebook.com/toontrack
www.youtube.com/toontrack

[dimmichalo]

Hello.

I have tried several times to contact the support team, which is extremely hard in all aspects unfortunately, but the message I keep receiving is the below

“You were not confirmed as a human by the captcha. If you really are a human please get in touch with our support through our support forum at this link.”

And there was never any captcha…

Adn when I also click on the link, we start the same impossible-to-contact thing again and again.

Can someone please get in touch with me?

For a reason that is not related to me, I keep searching for all possible to ways to contact you and with no success.

 

Thank you, Dimitris

 

 

EZdrummer version: 3.1.2
Operating system: Windows 10

[rixa]

There seems to be an issue with the MalwareBytes browser extension and the captcha.

Try and disable the Malwarebytes extension in your browser, this should solve the problem.

Rickard - Toontrack Music
Make music - it´s EZ!
www.toontrack.com
www.facebook.com/toontrack
www.youtube.com/toontrack

[Author]

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