catch-22 situation to get support

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Hello Fly.io Community,

I’m the CTO of a company currently evaluating Fly.io as our next cloud platform provider. We’re seriously considering migrating from AWS after hearing excellent feedback about Fly.io’s performance, developer experience, and cost-effectiveness. However, I’ve encountered a blocking issue during the initial payment setup that’s preventing us from proceeding with our evaluation.

Issue Details:

  • Error Message: “No podemos autenticar tu método de pago. Elige un método de pago diferente y vuelve a intentarlo”
  • Payment Gateway: Stripe
  • Card Details: Colombian credit card
  • Payment Attempt Context:
    • Colombia is available in the country selection dropdown
    • The card has been successfully used with Stripe on other platforms
    • The card is active and in good standing
    • All required fields were properly filled out

Troubleshooting Steps Taken:

  1. Verified card functionality with other international services
  2. Confirmed the card works properly with other Stripe implementations
  3. Double-checked all input fields and country selection
  4. Searched through Fly.io documentation and community posts
  5. Attempted to find alternative support channels

Support Channel Investigation:
I discovered that direct support requires an active support plan, creating a catch-22 situation as I cannot purchase a plan due to the payment processing issue. This is why I’m reaching out to the community for assistance.
Questions for the Community:

  1. Has anyone from Latin America (especially Colombia) encountered similar issues?
  2. Is there a recommended process for escalating payment issues when unable to access paid support?
  3. Are there any Fly.io team members who could assist with this situation?

I would greatly appreciate any guidance or assistance in resolving this issue, as we’re genuinely interested in moving forward with Fly.io as our cloud provider.

Thank you in advance for your help.

Best regards,
Alberto

2

Hi… Yes, there’s a separate email address for billing and payment glitches (and/or surprises):

For questions about a specific invoice or account management issues, email us at billing@fly.io.

Unlike the others, this is open to all users—and does not require an active plan.

(Some forum posters do report a multi-day wait, however.)

Fly.io employees occasionally field billing questions in the forum, but lately usually only to direct people to the above address.

Hope this helps!

1 Like
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thank you so much @mayailurus for your answer

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