Cannot purchase VOIP Unlock Key ?!

[tanny]

Hi all,

Note, (on freephoneline.ca) after successfully creating my (new) account, ..., and receiving my new VOIP phone number,
At my end, all I get is a:
"...Error: IP country match invalid. Please call the Call Center to make a purchase....." ???'

At "freephoneline's" end we get: *Payment attempt (Credit card #xxxxxxxxxxxxxxxxx): declined:
>> PaymenTech error: Transaction error: 'Merchant Override Decline' " ???

I 3-way conference-called my Credit Card Manager with a freephoneline-VOIP-tech-SUPPORT agent and we all found out that this is "solely" freephoneline's problem ?
( since "Merchant..." means at freephoneline's end).
... aka, yes, we doubled-checked the proper name/address/exp date, ..., with Credit-card and "freephoneline-tech-support", but still nothing seemed to work ?

And NOW, it has been well over a week, with NO ONE from freephoneline.ca support even returning my call, or even trying to fix this.
I really don't get it?
My card works ANYWHERE else, online-purchases,... , in other words, obviously somebody at freephoneline.ca is NOT checking their errors properly and following thru' in fixing this. or,
maybe they don't want our business ?

Needless to say, I'm not too happy with this so far...
\

BTW, I must admit, there's a very bad follow-thru' with their billing/accounting-support too.
...Just guessing, but could it be some weird (new) country security code stuff that freephoneline/fongo has not fixed/updated yet ?

...anyone else here went thru this with freephoneline/fongo lately ?

Thx ahead.

[FONGO_mike]

Hi all,

Note, (on freephoneline.ca) after successfully creating my (new) account, ..., and receiving my new VOIP phone number,
At my end, all I get is a:
"...Error: IP country match invalid. Please call the Call Center to make a purchase....." ???'

At "freephoneline's" end we get: *Payment attempt (Credit card #xxxxxxxxxxxxxxxxx): declined:
>> PaymenTech error: Transaction error: 'Merchant Override Decline' " ???

I 3-way conference-called my Credit Card Manager with a freephoneline-VOIP-tech-SUPPORT agent and we all found out that this is "solely" freephoneline's problem ?
( since "Merchant..." means at freephoneline's end).
... aka, yes, we doubled-checked the proper name/address/exp date, ..., with Credit-card and "freephoneline-tech-support", but still nothing seemed to work ?

And NOW, it has been well over a week, with NO ONE from freephoneline.ca support even returning my call, or even trying to fix this.
I really don't get it?
My card works ANYWHERE else, online-purchases,... , in other words, obviously somebody at freephoneline.ca is NOT checking their errors properly and following thru' in fixing this. or,
maybe they don't want our business ?

Needless to say, I'm not too happy with this so far...
\

BTW, I must admit, there's a very bad follow-thru' with their billing/accounting-support too.
...Just guessing, but could it be some weird (new) country security code stuff that freephoneline/fongo has not fixed/updated yet ?

...anyone else here went thru this with freephoneline/fongo lately ?

Thx ahead.

Hi tanny,

the device that you are using, was it purchased outside of Canada by any chance? (that would be one way to explain part of the issue)

For the merchant overide decline error, this is a common thing that we see. If the address in your account with does not perfectly match the address your credit card company has on file, it will decline payment for that reason. If you send me your Fongo/Dellvoice/FPL number, i can take a quick look into your account for you.

[tanny]

Hi Mike:
I purchased it INSIDE of Canada.
How to I contact you ?
Is it safe to put my freephoneline.ca phone number here online ?

Thanks.

[Jake]

Hi Mike:
I purchased it INSIDE of Canada.
How to I contact you ?
Is it safe to put my freephoneline.ca phone number here online ?

Thanks.

Don't put your number on the forum. PM him to contact him in private http://forum.fongo.com/ucp.php?i=pm&mod ... st&p=37530

^^ that link will also put a link to this thread so he will know what you PM is about. Include your phone number in the PM only.

[FONGO_mike]

Hi Mike:
I purchased it INSIDE of Canada.
How to I contact you ?
Is it safe to put my freephoneline.ca phone number here online ?

Thanks.

for the merchant overide decline, i would suggest contacting a CSR to have them update your information

[tanny]

Hey Mike,

I don't know what you did, but I tried calling back a tech-support person yet again, and we double-checked the credit card info with my name/address/...., and finally, this time, the payment for my VOIP-Unlock key went thru. ?!
Note:, I still could NOT do this thru' their website, meaning, it still did NOT work successfully via online/freephoneline.ca however, this time via their tech-support over the phone, we were able to punch the purchase ($50 voip-unlock key) thru to my credit-card.
I never thought I would be happy about paying a bill, but there 'ya go.

Thanks very much.

PS: Next problem; I also now know where to come now if I have any problems setting this (additional) phone number on my VOIP Router. -Lol
cheers.

[46jimbo]

Tanny, as Fongo_Mike suggested, log in to your account and make sure that the address you give connected to your credit card is EXACTLY the same as the one you have on your credit card bills. This should solve the problem for doing this on line. I was having trouble with the automatic top ups, and this was the source of the problem.

[zetoune]

I did have the same error (Error: IP country match invalid. Please call the Call Center to make a purchase) last week when I tried to buy the VoIP unlock key and a friend of mine had it yesterday as well. But both of us could get it by purchasing it on the phone.

[pmj]

This has just happened to me - tried 2 VISA & 1 MCard - no luck. And of course it's the weekend so the Call Centre is closed. Oh yes - there's no link to the Call Centre number in the On-line store - you have to go back to a "non-store" window to find a Contact Us tab.

UPDATE 2012-11-26 13:15 Later yesterday afternoon I took a trip to StarBucks and used their wireless internet . Payment went through no problem . VOIP unlock key delivered within a few minutes, and freephoneline up and running within the hour.

So it looks like there's an error in the secure payment / IP lookup for (some?) Rogers customers. This is no longer an immediate problem for me - except if/when I pay for LD credits / messaging / set-up Auto-Renew - but it does appear to be a problem for other customers.