Error massage when try upgrade from the pro plan to business plan

Mohmad

More times i try to upgrade my account from pro plan to business plan but get error massage - we run in to error - and can not complete to the payment page

I raise complain more times, 2 weeks ago till now no solving the issue

Could any one help me to solve it as my work stucked

Also if i need to remove my card information from smartsheet. Or add new card info . Give me the same massage error

Genevieve P.

Hi @Mohamad

This type of error can occur if the 3D Secure authentication fails while processing payments. Possible reasons for this could be:

• The card information may be entered incorrectly (e.g. a typo or the wrong expiry date)
• The associated bank may not be enrolled in the 3-D Secure verification program
• The card may not support international and online payments

Here's more information: Accepted payment types and currencies and Review or change account, plan, or billing info

If you have tried the steps in the articles above and contacted your bank but this has not helped, I would recommend following up on your internal tickets with a screen recording so that the support and sales teams can see exactly what is happening and at what point.

Thank you!
Genevieve

SPACE KONSTRYST

Hi ,

Unable to enter the OTP and complete the payment to upgrade from Pro to Business. Tried several times but was unsuccessful.

Genevieve P.

Hi @SPACE KONSTRYST

Here is a troubleshooting article that may help: https://help.smartsheet.com/articles/2483197-otp-troubleshooting-tips

If this hasn't helped, you can contact the sales team here: https://www.smartsheet.com/contact/sales

Cheers,

Genevieve