Error message when purchasing points
 

Hi- I signed up for a World of Hyatt Account a few days ago, solely to buy points with the current special. No matter what card I use on the Hyatt website, I get an error message that says "There was a problem with your credit card information. Please try again or try a different card." I have verified there is no issue with the cards and can use them online with other retailers. I have cleared the cache, used different browsers, tried different variations of my mailing address in case the abbreviations don't match- nothing works. When I call Hyatt they say they have never heard of this issue and I should try a different card. Hilton users complianed of similar messaging and point.com was the root cause, but they were able to call Hilton and buy points. Hyatt said there is no other way to buy the points. Has anyone been able to resolve this issue?

Hello plmurm,

I am sorry that you have had issues purchasing bonus points online and that when you called you did not get an answer from our associates. Based on your message I believe the issue is that your account is too new. According to our terms and conditions it states that your World of Hyatt account has to have been opened at least 60 days before you can purchase points. If you need any further assistance feel free to send us a private message with your account details.

Best Regards,
John

Bummer.

Maybe you could ask your tech team to change the error messaging when that is the cause.

An error message that reads, "There was a problem with your credit card information. Please try again or try a different card." serves to let users know there was a problem with the card. This is also what I was told by 2 different Hyatt employees via phone and DM on Twitter. Your fellow colleagues appear confused by the error message being returned as well.

It would be helpful to all involved if the error message read, "Your World of Hyatt account has to be opened at least 60 days before you can purchase points."

That would save people from having to go onto travel message boards to decipher what is actually going wrong.

If the rejection is due to having already maxed out on points purchase for the year, a clear error message stating this is generated, not something about a credit card rejection.

ADDED: This still works, even from the link in an email about the discounted points purchase promo as a special offer just for me!

The work around for you is if you have a Family Member or friend, Co-Worker, that you trust that has a open and longer standing WOH account. If you do, put their account and pay with your CC. Have them transfer point to you, will take about 2-4 days.

Frankly I'd be a bit careful about this as it could be viewed as violating WOH rules. Of course if it's a spouse account etc., I wouldn't expect a problem, but some random "friend" with a different last name and address could look suspicious. There are also annual limits on point transfers as well as purchases that could create difficulties for your account or that of the friend.

They have some odd language in the t&c that make it seem like new accounts also can’t receive points via a transfer for 60 days.

Program membership for at least sixty (60) days is required to purchase, give, or receive Bonus Points under this option.

And I can’t even imagine what THAT error message would say- though I suppose it can’t be worse than the nonexistent “your account is too new” message.

Fortunately Hyatt is not our only choice so we will just go elsewhere. But maybe in the future someone else with a new account will see this thread and it will save them a headache. Fingers crossed.

I’m having the same issue. My account is 10+ years old and I haven’t purchased any points this year. Tried multiple cards and it still won’t work. Hyatt customer service is not helping either. They just tell me to contact my credit card provider. World of Hyatt Concierge

I have the same issue with purchasing Hilton points now and believe it or not Southwest points last year. No matter what credit card I use or what combination of name/address I put in I get the same error, "There was a problem with your credit card information. Please try again or try a different card". I know Points.com handles these transactions and getting any answers from them or Hilton or Southwest is fruitless.

Has anyone had a solution to getting past this error message??

Have you tried another browser?

Yes. I've tried Chrome, MS Edge and Firefox on different computers.