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VITAL INFORMATION not matching - URGENT

Sheryl Rae Paul

June 20, 2025 02:28

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Hi, the payment form is not accepting any of my cards due to "VITAL information".

But my info is correct and I have had no issue with this previously. It appears the issue may be the "state/province" field, which does not appear in my bank's personal details form (Kiwibank, New Zealand) so therefore cannot be populated on Geni and therefore will continue to tell me there's a mismatch. (Unless the problem is something else, but everything else is fine.)

This means I can't even renew my subscription to Pro. Can this be addressed URGENTLY please as there is a special offer until 22nd June which I want to use, as NZD is twice the amount as it is in USD due to exchange rate.

Regards, Sheryl

6 comments

• 0
  
  Sheryl Rae Paul June 20, 2025 02:48

  I went to billing information, where it shows NO credit cards, and tried to add one, and it said "too many credit cards" !! 

• 0
  
  Geni Support Team June 24, 2025 00:20

  Hi Sheryl, I've cleared the "too many credit cards" message from your account. Can you please try again?

  If you continue to experience issues upgrading your account, please send us an email at subscriptions@geni.com .

• 0
  
  Sheryl Rae Paul June 24, 2025 02:43

  Hi, tried adding a card and get the same message, see image:

  

  I'll try calling bank to see if they can see an issue, but this card works fine elsewhere.

• 0
  
  Sheryl Rae Paul June 24, 2025 03:00

  Hi again, I just spoke to this bank. The card was declined because geni.com is now blacklisted with Kiwibank nz, they said most likely due to too many complaints by customers. So there's nothing I can do about it except find a bank that will allow Geni transactions. I'll try one other NZ card, then will try an overseas digital one. If neither of them work, then I am stuck on basic plan forever apparently. I can't try again till tomorrow though, as will have to transfer funds.

  Edited by Sheryl Rae Paul June 24, 2025 03:02
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  Sheryl Rae Paul June 24, 2025 03:07

  Ok I was able to add a card from a different bank. So will transfer funds to it and try the upgrade again tomorrow. 

  Cheers!

• 0
  
  Geni Support Team June 24, 2025 22:35

  Thanks for the update.

  If you continue to have any issues upgrading, please email us at subscriptions@geni.com .