Renewal error. What happens to my site? This not my error but yours.

  • 2
  • Problem
  • Updated 6 years ago
  • Acknowledged
I am in the UK and trying to renew my package. all I get is the following text {'channel_error': u'Basket started with product (sku=40000035,type=silver_bundle) not compatible with this channel (name=myyola_get_gxbo_silver,allowed_types=gxbo_silver_bundle)', 'error': 'channel_error'}

My site renewal is due today and I have been trying it for over a week now. What happens to my site. I am a business. Do I need to go to another provider whose service I can count on?
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amber bateman

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  • very disappointed

Posted 6 years ago

  • 2
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Jackie

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Hi Amber,

Thank you for bringing this to our attention, we have received similar reports from other customers and our engineers are investigating the cause of the error. The error is stemmed from your Yola Silver subscription expiring, and your account being downgraded to Free.

As a work-around I have added a complimentary month of Yola Silver to your account, and you will be able to renew your subscription. It is currently set to a monthly term, but if you would prefer to change it back to an annual subscription you can do that.

To renew your Yola Silver subscription please follow these steps:

- Login to your Yola account.
- Click "Account" on the left-hand menu.
- Click the "Renew" link next to your Yola Sivler subscription details.
- When you are in purchase confirmation screen, simply mouse over the package name and click on "Edit" in the bottom left-hand corner. You can now choose to switch from an annual to a monthly subscription. To confirm click "OK".
- Follow the steps to make your payment and renew your subscription.

Please let us know if this doesn't resolve the problem for you. Apologies for any inconvenience it may have caused!
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Amber Thomas Bateman

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Thanks so much for the extra month. I keep trying to renew and there is an error. What now? Do you think it's your end or mine? I have tried both PayPal and visa.
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Laura Thomas, Social Media Coordinator

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Can you tell us what the error message says Amber? Also are you trying to renew from the Sitebuilder or your MyYola account? Have you tried an alternate browser?
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Amber Thomas Bateman

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Message says: There was a problem with this form.

I get it when I try to use Visa or paypal. I have been trying every couple of days but it still doesnt work.

I have tried it in internet explorer and the Google one.

I am trying to renew from my account.
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Stefan, Official Rep

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Hello Amber,

I am sorry to hear that you are experiencing a payments problem. I have included some questions and suggestions below which will help us narrow down what may be causing the problem.

When you use your credit card, do you receive the error message you mentioned? If you close the error message dialog box, it should highlight the field that is causing the problem. Does it do this for you? Could you please ensure that your address and card details match what is on record at your bank.

If you use PayPal, you shouldn't get the error message you mentioned because you won't need the form on the Payment Screen. When you choose PayPal and click on the "Buy now" button, a new window box should open up and display a login to your PayPal account. Do you get this box? If you don't, what happens?

Could you maybe post a screenshot of what you see?