Cannot complete Checkout
I am a SimpliSafe customer. I've tried on several occasions now to add more devices to my system. Most recently I needed to get some replacement batteries for my outdoor cameras so I can swap them without interruption.
I can't get any purchase to complete. I get met with 'No reason to decline' as the error. I've tried
- Multiple browsers (Chrome, Safari, Firefox)
- Multiple devices (Phone, Desktop, Tablet)
- Incognito modes
- Clearing cache and cookies (sometimes aggressively to verify)
- Tried with multiple cards/issuers/sources (and digital wallets). All return the same error. A quick response from Zuora (Merchant Service Provider).
I didn't expect much change, since their app is not native and is a wrapper around their standard store - so I wasn't surprised that I received the same errors.
I called customer support today. Was on with them for roughly 40 minutes and no resolution. I was told to call my issuing bank. I did this, simply to rule it out, but the bank is the same one that pays my monthly subscription (So clearly they can charge the card). The bank told me there was no hold, no issues in any data (billing address), and there were no failures on their end. They could see the attempts, but told me to contact the merchant (SimpliSafe) as the error would be in their system.
I tried to order via the phone since I am unable to get the website to complete a purchase. As soon as the agent started taking my order he told me he couldn't take orders for batteries over the phone, the only place I could do so was the website. Back to square one.
I waited on hold for 12 minutes, only to be asked "Did you clear your cache?"
Here I am with a system (plenty of sensors and devices for my home) and subscription and am unable to transact business to extend or upgrade my system.
My only recourse now is to wholly swap out my system. If I can't get the necessary hardware to make the system work, then I have no other option. As nice as SimpliSafe has been, this is a blocker for continuing business with them.
Sharing as caution to others who may experience similar issues. Hopefully I can reduce the time of the "support dance" required.