Topic: Which credit cards will no longer work for ticket sales?

[Barneylfc∗]

Thanks for this , pretty good explanation

Work in IT myself and as far as I can see this is an IT /  Payment Processing issue ( I think the club uses a third party for payment processing)

This is not an issue the TO can resolve,  so seems a bit pointless expecting them to, we just need the people that support the payment processing  system to get their fingers out and provide a solution.

This thread has been open since 14th December.
I'd expect if I checked my bank statement I'll have used my card in excess of 100 times since then, yet Liverpool Football Club is the only company to have an issue with it.

[SnowGoon]

Our cards stopped working on Dec 23rd, couldn't get anything to work, tried over 10 cards. They were working again from Dec 26th, admittedly I haven't had to check them all as the one  I usually use, Santander, was fine again. So something changed in that time for them to stop, then work again.

[jdirckze]

There has been an update on security with the 2 main merchants Visa & Mastercard.
This update has been passed to banks to implement.
If the bank hasn't implemented yet you will find that the cards of that said bank will work on checkout on the LFC website
If the bank has implemented the new update the payment will fail on the LFC website hence why you are all seeing some working and some are not.

In terms of LFC I suppose they are stuck between the a rock and hard place with this as if they make changes on their side it is most likely that it will start working for cards where the banks have implemented the new security updates and then will start failing for bank cards where the bank hasn't implemented the changes but are currently working on the LFC website.

What LFC really need to do is come up with a solution that allows both current states to work (depending on how they are powering payments as in are they using 3rd party provider this may be easier said than done)

that all sounds very reasonable but doesn’t explain why my Monzo card fails twice but on a third time miraculously works

[ABJ]

This thread has been open since 14th December.
I'd expect if I checked my bank statement I'll have used my card in excess of 100 times since then, yet Liverpool Football Club is the only company to have an issue with it.

This is spot on.

How people can defend the club is beyond me 

[mattyyt]

If what’s said above is true, shouldn’t a card either always fail or always succeed?

It took 30+ attempts on my last 2 transactions using my RBS card, but eventually went through. If it eventually goes through then the systems are there to process it, they’re just shite and inconsistent.

Also done a lot of online shopping over the last few weeks, and not had this issue on any other site or heard anyone else mention it.

[LuverlyRita]

This is spot on.

How people can defend the club is beyond me 

Nobody is defending the club. People are simply trying to work out what might be happening and unsurprisingly many of those who are more understanding have a background in IT and/or payments. There are a plethora of parties involved in a payment; it's likely that a payment service provider operates the clubs payment page and beyond that there's the club's acquiring bank, the card schemes and your card issuer. As a general rule when something goes wrong in a situation like this, all parties have a habit of pointing at each other albeit since it's LFC's customers who are affected it's in their interest to push the investigation. As liamo3 pointed out, a software update on the end-to-end process is in progress and that's always fraught with potential problems. It may be that the clubs website or arrangement with their acquiring bank is causing the problem but we don't know - we can neither defend them nor accuse them.

[ABJ]

Nobody is defending the club. People are simply trying to work out what might be happening and unsurprisingly many of those who are more understanding have a background in IT and/or payments. There are a plethora of parties involved in a payment; it's likely that a payment service provider operates the clubs payment page and beyond that there's the club's acquiring bank, the card schemes and your card issuer. As a general rule when something goes wrong in a situation like this, all parties have a habit of pointing at each other albeit since it's LFC's customers who are affected it's in their interest to push the investigation. As liamo3 pointed out, a software update on the end-to-end process is in progress and that's always fraught with potential problems. It may be that the clubs website or arrangement with their acquiring bank is causing the problem but we don't know - we can neither defend them nor accuse them.

Going by the track record that the ticket office have, the list is long, and the fact that it isn't an issue on ANY other website at all, I and many others know who is most likely to be at fault.

[redgriffin73]

Natwest still not working for me today. Royal pain in the arse.

[apassant77]

Or me. Only have accounts with them so had to get someone else to buy mine this morning. Not ideal

[LuverlyRita]

Going by the track record that the ticket office have, the list is long, and the fact that it isn't an issue on ANY other website at all, I and many others know who is most likely to be at fault.

The general failings or procedural issues at the ticket office aren't necessarily playing a part here. It's possible that the club's software simply pass the amount and some basic information (e.g. name, postcode & house number) to a third party to perform the payment and then wait for a go/no-go on the transaction. In this sort of situation, LFC aren't even guaranteed useful error information. The bottom line is that, in the absence of detailed design information,we don't know where the problem lies. I also doubt that the ticket office staff know much about the problem domain so there's no point blaming them.

[ABJ]

The general failings or procedural issues at the ticket office aren't necessarily playing a part here. It's possible that the club's software simply pass the amount and some basic information (e.g. name, postcode & house number) to a third party to perform the payment and then wait for a go/no-go on the transaction. In this sort of situation, LFC aren't even guaranteed useful error information. The bottom line is that, in the absence of detailed design information,we don't know where the problem lies. I also doubt that the ticket office staff know much about the problem domain so there's no point blaming them.

I'm not blaming the TO staff, far from it, I genuinely have sympathy for them as more often that not, they don't have a clue whats going on. The issue lies way above them in my opinion.

[ewok-red-97]

I signed up for a starling, took about 5 minutes to sign up and I was approved within 24 hours. Don't have to wait for the card to arrive to use it. Worked fine to buy tickets today. 

The TO should obviously sort it out but possibly a short-term fix!

[Luke 17]

couldn't buy any Norwich failed autocup tickets for our group yesterday. constantly getting the declined error. tried multiple devices, mutiple browsers, multiple cards and none would work. went on live chat to speak to someone and she said we need a screenshot or we can't do nothing so any errors anyone is having make sure to screenshot because I forgot to screenshot any of the 100 failed attempts and she is making out like i'm lying that the system is ABSOLUTELY FUCKING CRAP

disclaimer: the reason i didn't screenshot was because I actually thought LFC's system was capable of having a history of payment attempts on their system that they can actually see had been tried and failed but I have now realised I gave the system to much credit.

[MKB]

...the reason i didn't screenshot was because I actually thought LFC's system was capable of having a history of payment attempts on their system that they can actually see had been tried and failed but I have now realised I gave the system to much credit.

As a software designer for over three decades, I'd find it staggering if there isn't actually an audit record of each payment attempt.  More likely is that the people on the chatline have no tools to query the data.

[Luke 17]

As a software designer for over three decades, I'd find it staggering if there isn't actually an audit record of each payment attempt.  More likely is that the people on the chatline have no tools to query the data.

Yeah I agree there has to be a record of each attempt surely. She actually changed her tune in the end and reserved a ticket but i've tried to purchase it again an it's still failing

[redgriffin73]

couldn't buy any Norwich failed autocup tickets for our group yesterday. constantly getting the declined error. tried multiple devices, mutiple browsers, multiple cards and none would work. went on live chat to speak to someone and she said we need a screenshot or we can't do nothing so any errors anyone is having make sure to screenshot because I forgot to screenshot any of the 100 failed attempts and she is making out like i'm lying that the system is ABSOLUTELY FUCKING CRAP

disclaimer: the reason i didn't screenshot was because I actually thought LFC's system was capable of having a history of payment attempts on their system that they can actually see had been tried and failed but I have now realised I gave the system to much credit.

As if you're remembering to do screenshots all the time when you're panicking about getting your tickets anyway! The onus shouldn't be on us to prove their system is shit.

[Claire.]

So, are Natwest debits still on the shitlist?

Is monzo okay?

Will have to prep and have a standby if Natwest fails.

[redgriffin73]

Natwest certainly didn't work last week for me, unless things have changed since then.

[Claire.]

😬 I'm just gonna get all the cards I have and hope for the best.

[Claire.]

Natwest debit worked for me this morning, had to do app approval.

[mattyyt]

RBS was sound too, did the app approval and all was fine. Hopefully this means they’ve fixed it

[Barneylfc∗]

I didn't gamble with my Ulster Bank card, just went straight to Monzo which worked fine.

[Claire.]

my browser auto filled it and I just thought fuck it, see if it works

[redgriffin73]

Natwest debit worked for me this morning, had to do app approval.

[RMG]

My card failed first time, went through second time tho

[ABJ]

Natwest debit worked for me this morning, had to do app approval.

Great news, hopefully mine will work for the Brentford sales next week too.

[Barneylfc∗]

Ulster Bank card didn't work this morning.

[redgriffin73]

Natwest worked for me today (with app authorisation) for the first time since I used it for the December bulk sale.

[Barry Banana]

Barclaycard has started requiring app verification. Didn’t previously.

[ABJ]

Natwest worked for me today (with app authorisation) for the first time since I used it for the December bulk sale.

Great news! will try mine in the next sale.

[MKB]

I had someone from the Ticket Office call me earlier, so I took this rare opportunity to ask about the cc issue.  She thinks that they have very recently installed an upgrade to the payment authentication handling, so anyone with non-working cards should give them another go.

Certainly my MBNA Visa that has always worked was behaving differently this week.  In two separate sales it wanted two-factor authentication when it did not before, but the option to approve in app failed both times, but worked with a text code instead, so there are still some issues there.

I'll give my failing Virgin MasterCard a go on the next away sale.

[jdirckze]

Monzo worked first time today !

[MightyRed42]

Well I’ve been having a nightmare with payment. League Cup final, decent queue position. Had payment failure with my Barclays debit, Monzo personal and joint account, MBNA credit card and Virgin credit cards.

Lost my basket. My dad eventually did it on his nationwide debit card.

Had the same issues this morning trying to get a credit ticket for Burnley.

I don’t understand because my Barclays debit has worked for every single sale before. Most recently the chelsea game.

[ScubaSteve]

My payment for the league cup final tickets on my credit card kept on failing too. Got an error message to say my billing address didn’t match my members details even though it was my card and the one I use all the time. After a few attempts I refreshed the browser and that did the trick thankfully. Stressed me out though

[MightyRed42]

Aye.

I just can’t understand what has changed though. My card has worked fine for every sale since 2021. It worked for the members sale this January. I got my brother in law a ticket for Chelsea through friends and family, worked fine.

All my cards are registered to me and my home address.

Trying to decide if my account has been flagged as a potential tout (cos I’m the one who buys the tickets for my family) so are the number of transactions suspicious?

[MightyRed42]

Gonna spend tomorrow on livechat. Will test things out by trying to get a single for the legends game at the back of upper main rather than a hospo for Luton.

Need to get my daughter’s ticket for Southampton on Tuesday   

[MKB]

I had someone from the Ticket Office call me earlier, so I took this rare opportunity to ask about the cc issue.  She thinks that they have very recently installed an upgrade to the payment authentication handling, so anyone with non-working cards should give them another go.

Certainly my MBNA Visa that has always worked was behaving differently this week.  In two separate sales it wanted two-factor authentication when it did not before, but the option to approve in app failed both times, but worked with a text code instead, so there are still some issues there.

I'll give my failing Virgin MasterCard a go on the next away sale.

Hurrah!  Virgin Mastercards are working again.  Two-factor authentication went through fine.

[redgriffin73]

Natwest good again this morning with app verification, three sales running now it's worked

[Philipm20]

Always used Halifax no problems, last couple of games now just asking for app verification

[ABJ]

Natwest debit card finally worked this morning too for the 1st time in months!