Solved Unable to renew the license - bank transfer bounces back

[Sadalsuud]

Hello there,
we're trying to renew our subscription via bank transfer but it bounced back twice. Now we wanted to use a credit card but we get the message "The provided license key has unpaid orders. You should pay these orders or cancel them before creating a new order for this key.". We don't get where we can cancel them on https://portal.3cx.com/ ?

Thank you

 

[John_OMalley]

I've had this before after card payment failed as I couldn't get boss to approve in his banking App, the order is essentially stuck. It will reset itself after 'X' Time (sorry cant remember how long, but I think its many hours) or 3CX Accounts Reset it.

When I had this issue 3CX Accounts (Based in Cyprus) were closed, I spoke to our 3CX Account Manager in UK as I needed the licence active ASAP (systems were down). He had no power to reset it until system timed it out or Cyprus Office was online again so the work around was to purchase a brand new key, apply that to the system and then our account manager removed the old keys from our account to avoid any confusion.

Hope that helps.

 

[SteveITS]

We don't get where we can cancel them

Reach out to 3CX at https://www.3cx.com/contact/. They should be able to manually remove the pending order.

 

[IrinaP_3CX]

Hello there,
we're trying to renew our subscription via bank transfer but it bounced back twice. Now we wanted to use a credit card but we get the message "The provided license key has unpaid orders. You should pay these orders or cancel them before creating a new order for this key.". We don't get where we can cancel them on https://portal.3cx.com/ ?

Thank you

We have cancelled the pending wire transfer; please try to place your order again and let us know if there is any issue.

 

[Sadalsuud]

We have cancelled the pending wire transfer; please try to place your order again and let us know if there is any issue.

That worked, thanks!