I have been trying to place an order on the website and it keep saying "Payment authorization rejection from the processor."

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  • Updated 4 months ago
I have been trying to place an order on the website and it keep saying "Payment authorization rejection from the processor." I called customer service but they are closed due to weather, ironic for a weather instrument company. I see others have been having problems, but still no fixes. 
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Andrew Hagan

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  • ANGRY

Posted 5 months ago

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AcuRite Rachell, Employee

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Hello Andrew,
We are very sorry for any inconvenience you may have experienced.  We are happy to assist you in getting your order placed. Please contact the AcuRite Loyalty Team at 262-729-4850. Thank you.
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David P

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Rachell -

First off, one of your people, Tori, gave out 262-249-3259, which gets a recording that the number is no longer in service. REALLY?

After 2 attempts to call you and a total of more than 2 HOURS on hold (started at position 11, got all the way down to 8. After an hour? Really? Do you only have a single person on the job there?), I'm ready to give up and find another brand. Your site continues to reject my credit card, while my card issuer (B of A) tells me they're never seeing any purchase attempt -- they're not the ones rejecting it. Reading the comments, it appears your card processor has been broken for a long time.

David
(Edited)
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David P

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...and today, the "Customer Service" line (I'm using that term loosely) responds with "due to internal events, our Customer Service staff is not currently available" or some such nonsense. Whoever is managing this group badly needs to be fired.
(Edited)
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Bobby Jones

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Can't contact you if your phone system is down too!
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Chris Quigley

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I've had the same problem. Have tried different cards and from different browsers but get the same response. Tried calling the "Support" line. First time I was number 7 in  line, waited 30 minutes but hadn't moved, so made use of the call back "feature". They finally called back 2 hours later but I couldn't pick up as I was in the middle of a meeting. Rang again and this time I was number 16, did the call back option again but never heard back. Tried to call today and I was number 26 but it didn't give the call back option. Very frustrated on the incredibly bad level of service. This is on top of having a Smart Hub that only connects occasionally. Willing to pay the extra $40 to see if the Access will fix the issues but really starting to think this is just a crappy solution by a crappy company.
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Wes Lawson

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A company who does not listen to its customers. A company who does not understand organizational change management or user experience. Though, I’m sure this has something to do with their bottom line. What’s next.. the entire company is destined to fail.

I’ve tried on two different dates to purchase the necessary new hardware. I’m not trying anymore. I’ve found a new company, who from my initial research has better ratings.
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Stacey S.

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We have been trying for DAYS!!!  Online and phone -- NOTHING GOES THROUGH.
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Andrew Hagan

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I finally got mine to go through a few days after posting this. Some mirical happened on there site and it let me pay. I’m pretty much gonna but there stuff through third-party sites now.
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Paul Suppo

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I am having issue like you all stated here.  I live in Hawaii so my hours to call are very limited.  I am pissed first that the hub (my system less than a year old) is being forced to upgrade at my cost but thanks for the discount.  But I cannot get my purchase though the site and I am sitting on hold, moved up 1 spot in the last 1/2 hour.  this is pretty bad guys!
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Tony D'Ambrosio

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I also have not been able to place an order.  I just called the "loyalty program" and received an automated reply that I am #18 in line.  I cannot wait that long!   Why can't the website checkout be fixed?
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AcuRite Jennifer

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Hello Tony,

We can see that an order was placed online. We do apologize for the delay in response. Please let us know if there is anything further we can assist you with.
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Timmly

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I have had issues with my SMARTHUB. Data drops and the data display for Weather Underground is all chopped up. MY ACURITE Dashboard keeps sending me notices of down time of 2 to 3 hours at a time. I have reset the hub and followed all suggest fixes I could find including resetting and moving the location of this hub. To make matters more aggravating I contacted Acurite by email and did get a response to contact them using a provided Case # and telephone number. I have tried for two days. The first day told me that the number was no longer in service. Finally, after trying again Acurite's system gave me a second number. This second number, I will admit works. But on both days, I was in line and was the 27th caller on the first day and 28th caller today. I understand Acurite has issues on their hands and are overwhelmed.... I get it. But if anyone has been in line for the 27th caller and waited the time used in a person's day waiting is unacceptable a service model. This happened on the second day as well. They know who I am and can email me for further directions. The real issue is my hub is flakey. I am still within my warranty period (9 month). I will not accept a SMARTHUB and requesting their new ACCESS Hub. Further consideration by ACURITE will be well received.

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AcuRite Rachell, Employee

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Hello Timmly,
We are very sorry for any inconvenience you have experienced trying to reach the AcuRite Support Team.  We are happy to assist you with troubleshooting your smartHUB and are happy to offer the discount for the Access. The list price for the Access is $129.99, with the discount offer we are offering a 90 dollar savings which will essentially be a full price credit for the cost of the HUB you recently purchased. We apologize for any inconvenience this has caused you. Please let us know if you have any questions. Thank you.
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David P

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Rachell, I've written you about this on the email on your support page. That page claims you'll get back in a couple of business days. It's been that long, and I've heard nothing from your team.
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Paul Suppo

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Tried many times to use your cart and keeps rejecting cards. On hold in your phone que for over 3 hours then you hung up on me. Can't order my replacement hub because your upgrade. I have the discount code. How do I get through to your sales department for my upgrade.  This is ridiculous. Your phone and web system have issues.  I can't even email your team for help. I can't be on hold for hours and hours again just to be disconnected.
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Mike Eisenman

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Paul, I'm right there with you... I was #5 in line this morning.   2 hours later I #1.  I think people were just hanging up.  I had to hang up to after being #1 for 40 minutes!. The shopping cart still will not accept any of my cards either.  Meanwhile crickets... 
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Paul Suppo

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Acurite finally took good care of me (I posted publically to twitter and Facebook and they answered both within 24 hours). They say the core issue was because my email was at @outlook.com If this is your case try another email account (gmail maybe) they said outlook.com was blocked because of too many frauds. In fact I got my new sensor last night and just completed the setup and I'm back on wunderground and app just fine.
(Edited)
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Mike Eisenman

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Dang it.  I had it with my me.com account and switch to outlook.com.  I also heard that gmail.com doesn't work.  I changed it to my work email and the order took.  Crazy
(Edited)
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David P

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nope. doesn't work with my .me account either. I've written them at the email they put on their main support page. Crickets after 4 days. I'm done waiting on hold with these people. Will give it another day or so and then I'm probably going to dump my Acurite stuff and go Elgato -- at least they actually have a way to purchase their stuff, and they actually answer the phone.
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Chris Quigley

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I tried Mike's suggestion and changed to my work email and it actually worked. I have never had any issues with using my .me account before this.