they may need to update their payment method or card. anytime someone tells me, I tell them to contact support if their payment option is up to date. They have a 24/7 chat support. Also mention they can call a number during their business hours.
we have no control over anything technical or account related. if they really want to jerk off to you, they will go through all that crap to fix their account or get the glitch fixed. sometimes, they need to be directed to CS.

