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Hot!Step-Up Submitting Payment Issue

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jwoo115
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2021/10/19 09:24:52 (permalink)
I got in to step 3 in the process where I have to submit payment. When I filled out my information, I keep getting this error: "authentication failed. your card issuer cannot authenticate this card. please try again or try a different payment method." I used both addresses and none of them work. Does anyone else have or had this issue? 
#1

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    the_Scarlet_one
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    Re: Step-Up Submitting Payment Issue 2021/10/19 10:25:16 (permalink)
    This has been an issue over the years due to minor differences between the address being entered into the EVGA website versus the format of the address on the purchasers card account. Go to your bank website and copy and paste the address verbatim, and do not allow the website to make suggested changes to the address if it asks.

    Aside from that, you may need to contact you bank and see what they suggest, or call EVGA and see if they can give you any more details.

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    #2
    Antykain
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    Re: Step-Up Submitting Payment Issue 2021/10/19 14:57:11 (permalink)
    I'm having the same issue.. All my info is correct, verbatim.. down to capitalization even (just in case it mattered).   Kinda frustrating.  I just used this same card to purchase the 3080 FTW3 Ultra little over a month ago from the EVGA website.   Not sure what's going on here. 

    Rig Specs:   ASUS Maximus XI Hero Z390 | Intel i9-9900k 5.1GHz | EVGA RTX 3080 FTW3 Ultra | Corsair Dominator Platinum 32GB 3600MHz | EVGA SuperNOVA 1000 P6 | Samsung 970 EVO Plus 2TB NVMe | Samsung 970 EVO Plus 1TB NVMe | Samsung 860 EVO 1 TB | EK Custom Watercooling Loop | 2x Viewsonic Elite XG270QG 27" 1440p |
       

    #3
    jwoo115
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    Re: Step-Up Submitting Payment Issue 2021/10/19 15:23:25 (permalink)
    I used Paypal to purchase my 3070 ti. I wish it was still an option when doing step-up.
    #4
    CogentCreations
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    Re: Step-Up Submitting Payment Issue 2021/10/19 15:25:05 (permalink)
    Having the same issue paying for my Step up as well. Generic error message. Tried a couple cards, called the bank. No error/transaction on their end.
    #5
    Antykain
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    Re: Step-Up Submitting Payment Issue 2021/10/19 15:27:36 (permalink)
    jwoo115
    I used Paypal to purchase my 3070 ti. I wish it was still an option when doing step-up.


    Are you still having that "Authentication Failed..." error? 
     
     I just got off the phone with my bank, everything was in order as far as the info being entered.  

    Rig Specs:   ASUS Maximus XI Hero Z390 | Intel i9-9900k 5.1GHz | EVGA RTX 3080 FTW3 Ultra | Corsair Dominator Platinum 32GB 3600MHz | EVGA SuperNOVA 1000 P6 | Samsung 970 EVO Plus 2TB NVMe | Samsung 970 EVO Plus 1TB NVMe | Samsung 860 EVO 1 TB | EK Custom Watercooling Loop | 2x Viewsonic Elite XG270QG 27" 1440p |
       

    #6
    Antykain
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    Re: Step-Up Submitting Payment Issue 2021/10/19 15:43:13 (permalink)
    Just contacted support.  Seems there is a particular error that is causing the "Autentication Failed... " issue.  Appears a few others today have had the issue as well.  CS associate did say it was being looked into and to try again tomorrow. 
     
      

    Rig Specs:   ASUS Maximus XI Hero Z390 | Intel i9-9900k 5.1GHz | EVGA RTX 3080 FTW3 Ultra | Corsair Dominator Platinum 32GB 3600MHz | EVGA SuperNOVA 1000 P6 | Samsung 970 EVO Plus 2TB NVMe | Samsung 970 EVO Plus 1TB NVMe | Samsung 860 EVO 1 TB | EK Custom Watercooling Loop | 2x Viewsonic Elite XG270QG 27" 1440p |
       

    #7
    CogentCreations
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    Re: Step-Up Submitting Payment Issue 2021/10/19 15:49:52 (permalink)
    Tried in MS Edge. Same issue. No addons installed in Edge. Tried a virtual card number as well.
    #8
    Yvyan
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    Re: Step-Up Submitting Payment Issue 2021/10/19 22:28:01 (permalink)
    same error for me too, tried 3 different browser same thing, first time using the step up program i don't really know what to do
    post edited by Yvyan - 2021/10/19 22:31:33
    #9
    CogentCreations
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    Re: Step-Up Submitting Payment Issue 2021/10/20 10:31:44 (permalink)
    Seems to be fixed this morning!
    #10
    Antykain
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    Re: Step-Up Submitting Payment Issue 2021/10/20 11:00:51 (permalink)
    Still isn't working for me. Same "Authentication failed..." message.

    Rig Specs:   ASUS Maximus XI Hero Z390 | Intel i9-9900k 5.1GHz | EVGA RTX 3080 FTW3 Ultra | Corsair Dominator Platinum 32GB 3600MHz | EVGA SuperNOVA 1000 P6 | Samsung 970 EVO Plus 2TB NVMe | Samsung 970 EVO Plus 1TB NVMe | Samsung 860 EVO 1 TB | EK Custom Watercooling Loop | 2x Viewsonic Elite XG270QG 27" 1440p |
       

    #11
    Hendrycks
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    Re: Step-Up Submitting Payment Issue 2021/10/20 11:08:11 (permalink)
    Still not working for me today, I've tried everything and support just said to wait. The bank says there's zero denied transactions due to fraud or otherwise.
    #12
    John_Q_A
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    Re: Step-Up Submitting Payment Issue 2021/10/20 13:12:08 (permalink)
    I am getting this same issue right now.
    #13
    EVGATech_DanielM
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    Re: Step-Up Submitting Payment Issue 2021/10/20 16:36:19 (permalink)
    Hello

    We are aware of the issues and hope to have it resolved soon. Seems to be affecting some but not all. If you have another form of payment you can try we would suggest it. Sorry about the inconvenience!

     
     
    -Daniel_EVGA
    #14
    jwoo115
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    Re: Step-Up Submitting Payment Issue 2021/10/21 14:34:05 (permalink)
    I still have this issue, even on MS edge.
    #15
    Fewsiic
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    Re: Step-Up Submitting Payment Issue 2021/10/21 15:28:49 (permalink)
    Currently on day 3 with this issue
    #16
    Hendrycks
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    Re: Step-Up Submitting Payment Issue 2021/10/22 10:23:08 (permalink)
    Yeah Day 4 now for me. I wish I could just wire-transfer them at this point just to get the process started.
    #17
    bizgregory
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    Re: Step-Up Submitting Payment Issue 2021/10/22 11:58:30 (permalink)
    This is happening to me too when trying to pay for my step-up charges.

    I hope EVGA will honour the step-up if the problem persists for longer than the 7 days we get to submit payment.
    #18
    Hendrycks
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    Re: Step-Up Submitting Payment Issue 2021/10/22 15:14:18 (permalink)
    Support told me that they'd just un-expire my Step-Up if it isn't working on time, so not to worry at all.
    #19
    ng1902
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    Re: Step-Up Submitting Payment Issue 2021/10/25 14:04:55 (permalink)
    I'm also having this issue. I tried several different browsers & different cards, copy/pasted my address directly from my bank, no luck.
     
    I called in today and talked to support. Someone from accounting or sales is going to review my order and figure out what the block is. They do know about this issue. He also said that since I'm having trouble submitting payment, my step-up won't expire when it hits the 7 day limit.
     
    Hopefully they're able to resolve it quickly! I'm excited for my card :D
    #20
    Antykain
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    Re: Step-Up Submitting Payment Issue 2021/10/25 17:49:54 (permalink)
    ng1902
    I'm also having this issue. I tried several different browsers & different cards, copy/pasted my address directly from my bank, no luck.
     
    I called in today and talked to support. Someone from accounting or sales is going to review my order and figure out what the block is. They do know about this issue. He also said that since I'm having trouble submitting payment, my step-up won't expire when it hits the 7 day limit.
     
    Hopefully they're able to resolve it quickly! I'm excited for my card :D




    Yeah.. I hope they get it sorted soon.  One of the EVGA CS reps had me submit a Manual Charge Form, so that they could key in the card info in on their end.  Which didn't work either.  Anywho, I'm sure it'll get worked out.  
     
    I do have a Paypal debit card (MasterCard).  Maybe I'll try to load that up and give it a whirl.  

    Rig Specs:   ASUS Maximus XI Hero Z390 | Intel i9-9900k 5.1GHz | EVGA RTX 3080 FTW3 Ultra | Corsair Dominator Platinum 32GB 3600MHz | EVGA SuperNOVA 1000 P6 | Samsung 970 EVO Plus 2TB NVMe | Samsung 970 EVO Plus 1TB NVMe | Samsung 860 EVO 1 TB | EK Custom Watercooling Loop | 2x Viewsonic Elite XG270QG 27" 1440p |
       

    #21
    ng1902
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    Re: Step-Up Submitting Payment Issue 2021/10/26 07:47:01 (permalink)
    I haven't gotten to the Manual Charge form yet, they just said someone would contact me soon. They said since it's manual, it might be a while (like ~10 days). I'm hoping it's sooner rather than later, it's a bit of a bummer to see the queue notification pop only to get stuck not being able to pay.
     
    I only have Visa. Maybe I was blocked because I'm buying internationally from Canada? I've never had issues with my card buying online from other countries before, or even using it abroad. I kind of thought the whole point of Visa / Mastercard / Whatever is that the processing was done by Visa / Mastercard / Whatever, instead of the bank having to do it.
     
    I have paypal too, but I didn't see any option to pay through paypal on the Step Up payment form. Just Visa or Mastercard.
    #22
    garretvika
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    Re: Step-Up Submitting Payment Issue 2021/10/27 14:43:41 (permalink)
    I just received my email today. I’m having this same issue. I’ve contacted my bank and all the information I’m entering is correct. They aren’t even receiving a payment on their end. Is there a fix coming for this soon?
    #23
    Antykain
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    Re: Step-Up Submitting Payment Issue 2021/10/27 19:57:03 (permalink)
    garretvika
    I just received my email today. I’m having this same issue. I’ve contacted my bank and all the information I’m entering is correct. They aren’t even receiving a payment on their end. Is there a fix coming for this soon?



    I don't know what is going on tbh.  EVGA rep email me again today saying they tried to manually run my Mastercard info again, still came back as "invalid", or something to the effect.  This is really annoying tbh.   I've already used the same card to purchase my GPU directly from EVGA.com, so you'd figure I should be able to use that same card again for use with the StepUp process.  
     
     
     
    UPDATE:  So, I transferred funds to the PayPal Mastercard I mentioned the previous post.. Then submitted the payment for the StepUp again, and it went through.  I couldn't say what the issue was, kinda weird tbh.  But anyway, glad it's finally submitted!  I'll just make sure to continue using the card I know works going forward.  
     
    And for anyone having issues with their cards, try what I did if you'd like.  If you don't have one, get a Paypal Pay card (Mastercard) from Paypal.com.  It's free, you just need to link your bank to the Paypal card when you receive it.  Once the card is setup with your bank, transfer the funds needed for your EVGA StepUp and give it a go.  
     
    Also.. if any of the EVGA CS reps read this, I appreciate the help over the past week trying to get the issues with my card sorted!  Thank you!
    post edited by Antykain - 2021/10/27 23:02:12

    Rig Specs:   ASUS Maximus XI Hero Z390 | Intel i9-9900k 5.1GHz | EVGA RTX 3080 FTW3 Ultra | Corsair Dominator Platinum 32GB 3600MHz | EVGA SuperNOVA 1000 P6 | Samsung 970 EVO Plus 2TB NVMe | Samsung 970 EVO Plus 1TB NVMe | Samsung 860 EVO 1 TB | EK Custom Watercooling Loop | 2x Viewsonic Elite XG270QG 27" 1440p |
       

    #24
    AceSim
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    Re: Step-Up Submitting Payment Issue 2021/10/29 13:39:25 (permalink)
    Antykain
    garretvika
    I just received my email today. I’m having this same issue. I’ve contacted my bank and all the information I’m entering is correct. They aren’t even receiving a payment on their end. Is there a fix coming for this soon?



    I don't know what is going on tbh.  EVGA rep email me again today saying they tried to manually run my Mastercard info again, still came back as "invalid", or something to the effect.  This is really annoying tbh.   I've already used the same card to purchase my GPU directly from EVGA.com, so you'd figure I should be able to use that same card again for use with the StepUp process.  
     
     
     
    UPDATE:  So, I transferred funds to the PayPal Mastercard I mentioned the previous post.. Then submitted the payment for the StepUp again, and it went through.  I couldn't say what the issue was, kinda weird tbh.  But anyway, glad it's finally submitted!  I'll just make sure to continue using the card I know works going forward.  
     
    And for anyone having issues with their cards, try what I did if you'd like.  If you don't have one, get a Paypal Pay card (Mastercard) from Paypal.com.  It's free, you just need to link your bank to the Paypal card when you receive it.  Once the card is setup with your bank, transfer the funds needed for your EVGA StepUp and give it a go.  
     
    Also.. if any of the EVGA CS reps read this, I appreciate the help over the past week trying to get the issues with my card sorted!  Thank you!


    Sadly this does not help Canadians since Paypal does not have that for Canada yet :c
    #25
    EVGATech_AdamB
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    Re: Step-Up Submitting Payment Issue 2021/10/29 16:06:45 (permalink)
    We are still working on the payment issue and we are keeping track of any customers who contact us about this. Anyone unable to pay for their Step-Up, please e-mail us at support@evga.com so we can add you to our list and work with you on payment or extending the 7-day payment window if needed.

    Like our service? Please provide feedback for us at the link HERE
    #26
    AceSim
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    Re: Step-Up Submitting Payment Issue 2021/10/29 17:15:42 (permalink)
    EVGATech_AdamB
    We are still working on the payment issue and we are keeping track of any customers who contact us about this. Anyone unable to pay for their Step-Up, please e-mail us at  so we can add you to our list and work with you on payment or extending the 7-day payment window if needed.


    I tried to send an email through the website on different devices (macbook, phone, and my PC) and the submit button was not working on them. reCAPTCHA showed up maybe 4 times out of like 30+ tries. I hope they didn't go through somehow lol I did send an email through gmail as a last ditch effort but I was not sure if direct emails like that worked or not.
    #27
    GephDavid
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    Re: Step-Up Submitting Payment Issue 2021/10/30 03:16:36 (permalink)
    AceSim
    EVGATech_AdamB
    We are still working on the payment issue and we are keeping track of any customers who contact us about this. Anyone unable to pay for their Step-Up, please e-mail us at  so we can add you to our list and work with you on payment or extending the 7-day payment window if needed.


    I tried to send an email through the website on different devices (macbook, phone, and my PC) and the submit button was not working on them. reCAPTCHA showed up maybe 4 times out of like 30+ tries. I hope they didn't go through somehow lol I did send an email through gmail as a last ditch effort but I was not sure if direct emails like that worked or not.


    Lol, I thought it's only me. Please fix this :( Trying to purchase an extended warranty on my card too.
    #28
    EVGATech_DavidR
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    Re: Step-Up Submitting Payment Issue 2021/10/31 14:09:45 (permalink)
    If you're still having issues with this, as Adam stated, please send a direct email from your inbox to support@evga.com so we can look into this for you.
    #29
    jpenningtonj
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    Re: Step-Up Submitting Payment Issue 2021/10/31 18:18:49 (permalink)
    I am unable to submit payment for my step up as well. Using the "submit payment" button, brings to a page with the error: 
    "The specified transaction has already been completed."
     
    In the past week I have had several back-and-forths with EVGA support regarding this and a related issue I would like feedback on but not sure it is appropriate for this thread.
     
     
     
    #30
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