Closed Bug 967835 Opened 12 years ago Closed 11 years ago

Can't purchase apps using Firefox OS simulator

Categories

(Marketplace Graveyard :: Payments/Refunds, defect, P1)

Product:
Marketplace Graveyard
Component:
Payments/Refunds
Version:
Avenir
Platform:
x86
Windows 7
Type:
defect

Tracking

(Not tracked)

Status:
RESOLVED FIXED

People

(Reporter: rbuffalino, Assigned: andy+bugzilla, NeedInfo)

References

Details

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(1 file)

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User Agent: Mozilla/5.0 (Windows NT 6.1) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/33.0.1750.58 Safari/537.36 Steps to reproduce: 1. Find app to purchase, in this case we choose Dribbble Browser but were able to reproduce with others. 2. Make sure you're logged in and region is set correctly. 3. Click the price. 4. Fill in credit card information. 5. Returns the following message, "Sorry there was a problem. Please try again later." We've tried logging in as different accounts and regions with no success. Also note that this is reproducible for us in Firefox Stable (version 27) and Aurora (28). Actual results: Returns the error message shown in the screenshot and described above. "Sorry there was a problem. Please try again later." Expected results: App purchase should've completed successfully.
Thanks for filing, we'll check it out
Component: Untriaged → Payments/Refunds
Product: Firefox → Marketplace
Version: 27 Branch → Avenir
This is an error on the Bango screens and using credit card. At this point using the simulator should not make any difference to the payment flow.
Assignee: nobody → noc
Priority: -- → P1
Feb 8th: DanielH from Bango - We believe we have found a suitable message to use and this is currently with our development team to implement.
Feb 28th: DanielH from Bango - Further more to my colleagues email, to make sure our developers suspicion is correct, can you please arrange to run a test using the Mozilla simulator using the original conditions made in the initial transaction. If you could then provide an exact time of this transaction we can cross reference with our system to pin point the issue. Please make us aware if this is something you decided to do.
Flags: needinfo?(rbuffalino)
Note: we're having the same issue on our actual hardware (ZTE Open, no sim card). Could this be tied to the issuing location of our credit card?
Flags: needinfo?(rbuffalino)
(In reply to rbuffalino from comment #5) > Note: we're having the same issue on our actual hardware (ZTE Open, no sim > card). Could this be tied to the issuing location of our credit card? Could be, where is your card issued? Did you just try it? Can you give us timestamps so that Bango can consult their logs please?
We did indeed just try it, it's currently 6:07PM (EDT) / 10:07PM (UTC). We received the following message on the deck: "Sorry, there was a problem. Please try again later." The card is an American Express issued in the US; we're based in NYC.
We have found the log from the transaction attempted at 6:07PM (EDT), it failed due to an invalid card number length. We accept card number length of between 16 and 21 digits, which unfortunately rules out AMEX who use 15 digits. Is there the possibility of trying using an alternative card please, if so please once again collect the timestamp and we will be able to review the data, thank you.
We should be able to do that, will report in once we have. Thanks for the update.
Hello Bango, We attempted to purchase the application "MondayMorningEscape" at 12:12 PM (EDT)/ 4:12 PM (UTC) using a Visa card through Firefox OS Simulator 1.3. We received the same error message "Sorry, there was a problem. Please try again later" we've received every other time using our American Express card. Please advise what our next steps should be in this case. This is my own personal credit card, so I thought the payment may have been blocked on the basis of fraud, but I monitored my account and received no such notification from my bank. That said, the charge still appears as "pending" on my statement.
Depends on: 985190
AMEX is not supported. Andy requested Bango to rovide a more user friendly error message. Suggestion "We only support VISA..." I will follow up with Keir.
Hi Raul. Please see above, we haven't been able to purchase using a Visa card either.
Hi R Buffalino, I have asked Bango support to get back to you regarding failed Visa payments using the support tickets we have already open in our system for this #28958. If I'm understanding the situation correctly the issue which caused this Bugzilla to be raised is Bango not supporting Amex. Bango will update our errors messages to make this clearer. The changes will be tracked through Bugzilla #985190 I suggest we do the following: 1. Close this ticket as the root cause have been found, Amex not supported, and changes will be tracked using another Bugzilla #85190 2. Bango support will use our own ticketing system to investigate the issue reported with Visa payments and keep all parties updated. Regards, Raul.
I'm fine with that as long as Mozilla is confident that is the root of the issue. From my perspective we here at the ESRB have yet to be able to purchase an app, either through the simulator or a device (ZTE Open) using AmEx / Visa. I'm willing to do whatever you deem necessary to resolve!
The AMEX issue is being tracked in bug 985190, let's keep this issue open and find out why esrb can't purchase an app. Thanks for your patience in diagnosing this.
Hi All, I hope you had a great weekend. The way of working together we agreed on the relationship Framework document is that we use Bugzilla for bugs and Bango support system for Incidents (issues that affect a live service). According to that definition this was classified as an incident and accordingly we raised a ticket on our support system http://support.bango.com/requests/28958 To avoid duplication I strngly recommend we only use that ticket to track progress and communicate regarding this issue. All the information on this thread is accessible from the support ticket. Andy, if you are happy with that approach feel free to close this. Regards, Raul
My concern there is that rbuffalino raised the issue in bugzilla quite rightly. I file a ticket in Bango which rbuffalino is not cc'd on. So I keep being asked to relay information from Bango to Bugzilla, which isn't great. If you are able to communicate with the person with the issue directly, that's great and when the ticket is closed, this can be marked resolved - but communicating through me seems rather inefficient.
Hi Andy, I could add rbuffalino to the Bango ticket to receive all updates. Are you happy with me adding him? I only suggested closing this to reduce noise, obviously it is your call Andy. For clarification, Bango support will only update incidents on our ticketing system they willnot update Bugzillas. Regards, Raul.
rbuffalino can you retest
Flags: needinfo?(rbuffalino)
Absolutely. On the simulator or on the ZTE Open? Also I'm assuming with the Visa card, not the AmEx, correct?
Flags: needinfo?(rbuffalino)
I think it was the simulator that you were using so if you could retest that it would be great (In reply to rbuffalino from comment #20) > Absolutely. On the simulator or on the ZTE Open? Also I'm assuming with the > Visa card, not the AmEx, correct?
OK, we tried using simulator 1.3 and the same Visa card we used previously. We received a slightly different error: Something went wrong! There was an error processing that request. Please try again in a few moments. Here's an image of the error: http://i.imgur.com/JQADhYm.png This occurred at 2:17PM Eastern / 6:17PM UTC
Andy, to speed things up I've pasted the above info from Buffalino on the ticket we had open on our support system. http://support.bango.com/requests/28958
I think using 1.3 is currently blocked on bug 993048.
Depends on: 993048
Can you tell me which app you are trying to purchase on which server please? Trying to reproduce on 1.3 simulator here.
Hi Andy, We've tried multiple apps throughout this process; the yesterday was called Izzy Inverse: https://marketplace.firefox.com/app/izzy-inverse. We're connected to the US Marketplace, though I'm not sure if that's the server information you're looking for. How would I find that out?
Raul (or anyone else at Bango), Just got my April credit card statement and I was charged for the app we bought on 4/9 (Izzy Inverse) even though the process failed and it doesn't appear tied to our account in any way.
Thansk I've pasted that info on our internal ticket RBuffalino,could I ask you what is your first name so I can address you by it?
Absolutely! It's Rocco, please feel free to address me as such.
Hi Rocco we'd like to issue you with a refund for that payment. To double check we arelooking at the right account, could you confirm if the last four digits of your card are 6489?
Yes, that is my card. Thanks!
Thanks Rocco I've already requested to refund you $0.99
Raul, I've been monitoring my credit card closely to better track this issue and haven't seen the refund come through. Any idea why that would be? Payments and refunds, at least in a pending state, usually show up on my Chase account page near-instantaneously before being fully processed.
Hi Rocco, The refund request was actioned and added to the finance tasks, they will now have to process it which is typically done once a week. As the easter bereak aproaches many people are away o allow a few more days. It should be on your account by 25th April.
Live testing successful carried out with Rocco from Esrb with Bango, this now seems to be working on both the simulator and on ZTE Open. It also seems that the previous failure on the 9th of April was successful on the Bango side but an error was displayed to Esrb. Can we look at the logs on the Mozilla side and see if we had an issue in the notification from Bango or something else that would have caused Mozilla to displayed a failure?
Assignee: noc → amckay
Flags: needinfo?(amckay)
Knowing some transaction information from Bango on the April 9th transaction would be useful so I can find it in our logs, a date and time or an external transaction id. For example I see one INTERNAL_ERROR from Bango, but I'm not sure if its the same transaction. If there's information you don't want to put in the bug, please email me.
Flags: needinfo?(amckay) → needinfo?(noc)
Hi Andy, Rocco provided the transaction timestamp -> 9th April 2:17PM Eastern / 6:17PM UTC On our records we found that transaction and the Bango user ID associated was -> 1983972405
Raul, Still haven't seen any refunds on my three purchases come through.
Hi Rocco, Support confirmed that they requested the refund, however, Finance still have to process it. I'll check with them tomorrow and I'll get back to you.
Hi Rocco, Finance confirmed they processed the refunds for the three payments yesterday. They can take up to 4 days to reach the accounts, depending on the banks.
Depends on: 1008253
We've found the cause of this bug on Bango's side (resolved) and also a temporary issue on our side (tracked in bug 1007279). I think this particular issue is fixed, if this is still a problem, a new bug might be an idea. Please let us know if you don't get that refund, that's pretty important to us.
Status: UNCONFIRMED → RESOLVED
Closed: 11 years ago
Resolution: --- → FIXED
Great news, Andy! I can also confirm that I just got my latest credit card statement and the refunds were indeed processed. So this is closed completely from my perspective as well; thanks to everyone involved for all the effort here!
Hi all. This bug has appeared again; we've been unable to purchase apps using Firefox OS Simulator (tested on all versions from 1.3 to 2.2) or our ZTE Open; we've been trying for the past 3 days. It returns the same error it did previously, "Sorry there was a problem. Please try again later." We've been trying to purchase the following apps: https://marketplace.firefox.com/app/duck-hunt https://marketplace.firefox.com/app/phoenix-revenge And I've been using my personal Visa card, no information has changed from the last time we were able to buy successfully back in May. Please let me know if any additional information is needed, any help is appreciated, Rocco
Hi Rocco, We're investigating this now for you, we will require some additional information from you, can you tell us please; Time stamps of some of the tests you've found unsuccessful (with timezone) Country you are testing from We will then come back to you with an update. Chris
Sure. We tried multiple times today, I'm sorry I don't have the exact time but I'd say it was between 10-11AM EDT. We're testing from the US, New York City to be precise.
Hi Rocco, we have identified one problem where it seems the cc you are trying to use, has been used and therefore locked to a different bango userid, we only allow one cc number per bango user, in the course of your testing it's likely you at some point have been allocated a different ID. We can resolve this issue with you if you're able to contact poc@bango.com with your contact details one of the team will call you directly and unlock your card over the phone. We can then make sure that this is indeed the solution to you problem by asking you to perform another test. Chris
OK, will email in a moment. We used the same Persona account we'd been using successfully back in may (tdimaggio) with our tests, then I tried again with my account so I'm not sure how that got mixed up. Anyway, sending the email now.
OK, spoke with Chris and this is resolved. We were indeed tied to multiple accounts in the Bango backend. Thanks for the quick attention on this!
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