Below are several questions we receive daily. Please review the bold questions, before submitting a ticket. 

 

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I just received an email stating my payment could not be processed, why? 

99% of all billing trouble is related to one of two reasons.

1. Your credit card has expired, your bank has stopped the transaction, or you have setup a new credit card and forgot to update Jungle Disk.

2. Your Amazon Payments authorization has expired. See "Updating Amazon Payments Authorization" for more information regarding this. 

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What is Amazon Payments? What is Chase Payments? I'm confused...

First, sorry for the confusion! We have upgraded our billing system. Previous to May 2010, all customers were billed through Amazon Payments. 

Amazon Payments allowed customers to use their Amazon.com account to pay for Jungle Disk services. This was great for customers but a hassle to understand and setup. 

In a call to action from our customers, we made billing easier. Now you may enter your credit card information directly on our website. We call this Chase Payments. There are no more pre-set authorization balances and we have the ability to access more detailed error messages, to better understand where the billing issue may be. 

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So, how do I fix this billing problem that I was just notified about? 

First, you'll need to know what billing system you're using. You can figure this out by reading the email message that you received. Did the message come from Amazon Payments or from Jungle Disk's Billing System? 

If the message came from Amazon Payments, see the section below titled "Updating Amazon Payments Authorization". If you wish to switch to our new billing system, follow the directions in the control panel under your "Account & Billing" tab.

If you're using Chase Payments, the email you received should tell you what's wrong. Expired credit card, invalid transaction, etc. Most of these issues can be fixed by updating your credit card within the control panel. Check out the "Account & Billing" tab, once logged in.

 

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Updating Amazon Payments Authorization: 

For Jungle Disk customers using Amazon Payments... Amazon Payments allocates a preset token balance in order to facilitate payments for invoices generated by Jungle Disk. This preset token is generally $60 - $200, sometimes higher based on your usage.

Note that this is not a typical credit card authorization, this is just a global limit that we are allowed to bill before you must manually provide us with a new authorization.

Each authorization expires one year after generation, thus, every year, please expect to renew this authorization.

It is a common misconception that the payment failure email, that you likely just received, is due to your credit card declining, however, this is rarely the case. Most billing issues can be resolved by updating your token.

To update your payment token, please follow the following steps:

Step 1: Click this link and log in with your Jungle Disk account, https://www.jungledisk.com/secure/account/newtoken.ashx.

Step 2: Log in to Amazon Payments.

Step 3: Select the proper credit card that you wish to bill to.

Step 4: Select "Confirm"

 

After step 4, you should receive an email confirming the payment authorization was successful.

That's it! No further action is required on your part.