Failed Hobby Plan Payment went through Credit Card
Happy New Year,
Can we team up and look into why payment attempts failed? My credit card indicates that its success.
I’m unable to find my unique account ID understanding that’s a better search criteria aside from email (linked to github).
40 Replies
Project ID:
N/AN/A
I recommend you email
billing@railway.app for such inquiries, using the email you used for RailwayI would also prefer emails as they allow privacy over financial matters, but Railway unfortunately does not offer mail support for hobby plans
Don't worry, that's referring to developer help, like if you're having problems with your app
all plans have access to the billing email for billing related inquiries
you emailed the wrong email
I use iCloud
Hide my Email feature which does not allow me ending emails from generated addresses
They are used for registration on various websites out of privacy, in my case, Microsoft's Github
you need to email billing@railway.app
if you are having billing issues
I emailed billing
They replied this automated message
can you show me the to address?
did you email them with hide my email?
Hide my Email addresses cannot be used for sending mail, they can be used for registrations
gotcha
I used it for Github
And Railway uses Github as auth
okay please wait for a response from them, they will get back to you after the new year
So Im stuck in a loop where I cannot prove financial matters
They said they won't reply
My only hack is upgrading to pro but I already have no information why they mark my account as deliquent when my credit card statements has the transaction
what is the email listed here? https://railway.app/account
Which is a private email I am sending in a public server
Hence why this makes no sense finding billing resolution on discord
brodyover@gmail.com ill send mine so youre not alone
anyhow, you have emailed billing@railway.app from that email right?
You cannot email from Hide my Email addresses, only receive emails
Thats why they are used for registrations
oh oh i get you, perhaps using a fake email for github wasnt the best idea?
Are you kidding me ?
This is linked to my icloud parent
This isn't "fake"
you know what i mean lol
Thread has been flagged to Railway team by @Brody.
Well you know Railway charged me and marks my account as delinquent and couldn't be reached until I disclose private information in a public channel which makes me feel unappreciated as a customer for nearly a year. Lol
marks my account as delinquentthats not ideal, where does it say that?
It's happened 2 times now and I have no idea, all my payments go through and I am well below my credit card limit
I've requested to work together with Railway in solving this issue but here I am discussing private information publicly
Thanks for flagging it to the team Brody.
private information?
also, you can change the email you have on railway, maybe you want to update the email to your actual email address?
I will try that
But that doesn't stop Railway from trashing my billing email, per "Kindly note that email support is only available to Pro/Enterprise Plan users. For Hobby Plan users, please check out our Discord server for community help."
well yes, but at least your billing email will go through if you send the email from the same email as what you have on the railway account
They have to make a policy exception, what if they have an email rule filtering lower tiers than pro and enterprise? Higher tiers likely account for a smaller % of subscribers thus avoid losing messages from strong revenue sources in pro/enterprise clients
It's up in the air and I have no clear resoluton until team reads this thread, then follows up
what do you mean?
hobby gets community support (except for billing issues)
pro and above get support from the team
same applies for emails
Automated emails are very specific about replying to pro and enterprise clients, as a hobby client I get community support that has value, but do you read Railway's Stripe transactions coming from clients as a community leader? Do you get Stripe's messages about its supposed payment failures? That's a personal and private matter that seems highly specific, and is most importantly not a communal thing specifcially when IDs, emails and precise numbers are exchanged
do you think i can see that stuff?
No that's why I want to exchange private emails
Which cannot be used as a hobby client
That was specified a number of times in this thread
Despite changing credentials, I am not a pro or enterprise client
They are specific about filtering such clients, and refers me here
So its a feedback loop
Pepe, that only applies to the support email
this ranting is going nowhere, I am going to lock this thread. The billing email is open to all users, I suggest emailing
billing@railway.app and the team will get back to you when they get back from vacation.
This channel is for community help, this issue is not something we can help with(from the email in your railway account)
yeah, we need to add support to add additional emails for this reason and more
Billing is for all users, but we do filter for only emails that have railway accounts.
LOG-1145 - User blocked from email Billing@ because they used a privacy email with github
A user signed for railway with github and then couldn't get billiing support because they could not email us with the Apple privacy email they used for Github.
Status
Triage
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