How to make a credit card payment

I cant believe this hasn't been figured out and fixed yet.

Same problem this year and I had to pay through old interface again.

This is what happens on the new interface:

I click on payment with obligation and it just sits there spinning for a while, after which the server returns "An error has occurred. Please try again later."

In the background I see the POST to https://settings.mailbox.org/en/contract-payment/payment but it just sits there and after a while returns an error :

At no point do I see any attempts at communicating with the payment processor

Hi co,

thank you very much for your response. Could you please give me a little bit more details? How do you try to make the payment? What exactly happens after you accept the terms and conditions? What operating system are you using and what browser? It sounds like the browser might be not making the connection to the payment vendor, but that is just a guess without more information.

Does the behaviour also occur in a private browser-tab with all add-ons and plug-ins deactivated? Are you connected via a VPN? Does it work if you are using a different network?

Please respond to these questions, so I can look further into that matter.

With kind regards

---

Felix Kaspar
Teamlead
mailbox Support

Useful Links:

• Knowledge Base for Private Customers
• Knowledge Base for Business Customers

>> While "credit card" can be selected and I can generate an invoice (and the accompanying liability) there is NO

>> WAY to actually MAKE A PAYMENT.

What's to not understand? On the form for PAYMENT, select "credit card". IT DOES NOT ALLOW ANY ENTRY FOR CREDIT CARD DETAILS NOR PAYMENT.

YOU TELL ME. HOW DO I PAY FOR THIS SERVICE? HOW?

Customer 👉 mailbox 👉 Open-Xchange 🤷‍♂ ... ⏳ ... customer 😠.

1. Windows 11 with latest patches. (I usually use Ubuntu 25.10, but switched to win11 when problem occurred)

2. Firefox 147.0, and Edge (Version 143.0.3650.139 (Official build) (64-bit))

3. Yes

4. Yes

5. Fails in every scenario. I usually use Ubuntu 25.10/Firefox; but here am trying Windows11/Firefox/Edge.

Please note. I am stuck on "Settings" >> "All Settings" >> "Contract and payment" >> "Payment" form.

Note that in the "Single payment" section, there is a radio-button for "credit card" which I have selected, with three greyed-out icons to the right (Visa, something, something). Clicking on these icons does nothing.

The first time, I proceeded to select the conditions after the total and clicked "Order with payment obligation". This generated a pdf of my bill owing. There is no way or opportunity to enter credit card info nor make payment. If I click that "Order with payment obligation" button again, do I incur a second charge against my account?

Reviewing your knowledge base, the entry for "Payment at mailbox" shows exactly what I see and never makes any mention of how to enter credit card info or make payment. Please add CLEAR instructions for how to enter credit card info AND how to make a payment.

Hi Co,

thank you for your detailed response. I will look further into the matter, but it really looks like something is blocking the connection to our credit card vendor. Of course you won't be charged anything, until you have entered your credit card informaiton.

Here are some screenshots on how it should look. On the first screenshot you can see that I selected the radio button for "Credit card" and then I selected all three conditions. Then I clicked on the buttong "Order with payment obligation" (I know, the button is still greyed out after clicking on all conditions, we will change that).

In the next screenshot you can see that a spinner is shown. The system tries to connect to the credit card vendor.

In the third screenshot the initial connection is established and I can enter the credentials.

Like I said, I will check our logfiles and get back to you.

With kind regards

---

Felix Kaspar
Teamlead
mailbox Support

Useful Links:

• Knowledge Base for Private Customers
• Knowledge Base for Business Customers

SUCCESS!

I again removed all extensions, cleared all cookies and data (in Ubuntu 25.10/Firefox) and managed to get the credit card info screen to come up and paid for my wife's email account, Mine is next.

Your instructions and screenshots above were invaluable. Thank you.

Ok I see now. I just paid while having all my Firefox extensions installed. That's not the issue (nor did I use incognito mode). I don't know why it failed originally, but I see that the credit card info entry form comes up below the window - you must scroll to see it. I did not notice the scrollbar. Thank you for your assistance.

(Modern Web Technology is just terrible. I have a 84cm monitor and I'm forced to interact through a 20cm window that cannot be made bigger).

Hey there,

The problem with credit card payments is, that parts of the process involve a payment provider (we use Adyen) PLUS interaction with the bank that issued the card. There's a lot that can go wrong here.

Even showing the input fields for the card data involves the payment provider (as we don't want to store data that we don't need) and in order for the payment to get processed, a lot of communication has to happen (including jumping through any number of hoops for 3D-secure, depending on your bank, card or account).

All of this means: debugging problems with credit cards is pretty involved and without a support ticket we cannot go into the level of detail that is necessary.

Best,

Hendrik