EstateGuru-Beta
Support -
Please assist with this technical error around paying.
Heather Amey
Account Management
Phone: 208-428-8093
Connect on LinkedIn (https://cX0C-04.na1.hs-sales-engage.com/Ctc/LY+23284/cX0C-04/Jl22-6qcW7lCdLW6lZ3nVVNlf8J1vhvzMN2Rb5NK5BVy7W1M7d327bkCcZW2CtFQG3fysm3W8vXPTP1w51BnVB9mgP6hk6J3N6WXYWtGq-BtW4-vQ3725d0V8W9kXyJ84wfdFMW5hFqZR2h92pTW6-GQcW51-m5xW1x2r_B9dyFZzW7K4cMG8nKQCjW48nhnc7TCSCYW1C_BCb19rg9hW8QbsCx7PYXL7V_fd062TYMkJVvQX778xHVGrW3W7TsZ2YtVhxW4lj9058J004mW3l0zB13GsQ7RW54wJCb2Q1P7HN3_Xmk6BJFDNN52cHjxc5PRsf4PGsWs04)
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On Wed, May 1, 2024 at 1:38 PM Jodi Gillis <JodiG@granite.org> wrote:
Hi Heather,
So we had this problem a couple months ago. This is the screen shot I sent Israel. He got on his computer and had no problems. He suggested using a different browser. The weird thing is when I go in from the adm side using the same browser our employees are using it lets me fill in all the credit card info.
Jodi Gillis
Compliance Officer
Granite Credit Union
801-288-3088
From: Heather Amey <heather@estateguru.com>
Sent: Wednesday, May 1, 2024 1:29 PM
To: Laura Wall <LauraW@granite.org>
Cc: Jodi Gillis <JodiG@granite.org>
Subject: Re: payment problem
CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
Yes, we can look into it. Is she getting any sort of message? If so, any chance you have a screenshot?
Our system is sensitive to the credit cardholder's middle initial on the card. If she has one it needs to be in the first name field. The other thing is if there is a space after the email address entered - that can prevent the payment.
Try those two things and make sure that isn't the cause and if you can provide a screenshot if there is some sort of message that would be helpful
Heather Amey
Account Management
Phone: 208-428-8093
Connect on LinkedIn (https://cX0C-04.na1.hs-sales-engage.com/Ctc/LY+23284/cX0C-04/Jl22-6qcW7lCdLW6lZ3nVVNlf8J1vhvzMN2Rb5NK5BVy7W1M7d327bkCcZW2CtFQG3fysm3W8vXPTP1w51BnVB9mgP6hk6J3N6WXYWtGq-BtW4-vQ3725d0V8W9kXyJ84wfdFMW5hFqZR2h92pTW6-GQcW51-m5xW1x2r_B9dyFZzW7K4cMG8nKQCjW48nhnc7TCSCYW1C_BCb19rg9hW8QbsCx7PYXL7V_fd062TYMkJVvQX778xHVGrW3W7TsZ2YtVhxW4lj9058J004mW3l0zB13GsQ7RW54wJCb2Q1P7HN3_Xmk6BJFDNN52cHjxc5PRsf4PGsWs04)
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On Wed, May 1, 2024 at 12:44 PM Laura Wall <LauraW@granite.org> wrote:
Hi Heather,
I have an employee who is finishing her trust and is trying to pay.
She puts in the promo code and the system adjusts the price.
When she gets to the section to put her card holder information in, the system will not adjust after she completes this section.
She cannot push Next to finish and complete it.
Can you check with support to see if this is something with your system or our firewall.
We have had this situation before and used a phone instead of the computer to complete the transaction.
Thanks for your help.
Laura Wall
Director of Risk Management
Granite Credit Union
801-288-3038
Allie Fernandes I do not know how to address this.
Hi Jodi, I have brought this to our tech team's attention who are looking into it. For this particular client, it looks like they were successful in paying since their account shows as ready to sign. Do you know what they did when it finally went through? Thank you, AllieEstate Guru
Yes I went in through the admin site and got their information and filled it out for them. They were not able to do it themselves. This was a Granite employee so they were using the same computer and firewall I was. The only difference is they were doing it on the client side and I did it throught the admin.
Jodi Gillis
Compliance Officer
Granite Credit Union
801-288-3088
Allie Fernandes Should I let the tech team know, or assign this ticket to you?
Jason Workman Please read through the notes above about the GCU advisors issues with the payment screen. In this case, they were using a promo code, but the advisors end up having to pay on the admin side because it is not working for the clients.
