Unable to purchase gems [Merged] - Page 5 — Guild Wars 2 Forums

Unable to purchase gems [Merged]

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  • ArenaNet must really not want my money...
    Tried to purchase gems. Tried different amounts... nothing

    https://imgur.com/a/EobyjMW?

  • It's funny. I had this problem a little over 2 weeks ago, and they fixed it, and I bought gems, and now the problem is back again. YAY! Time to wait 2 - 4 days for a response again and not be able to buy the items I want in the gem store again because they'll leave before then! :)

  • Strange to encounter a gaming company that don't want our money. Most have any and all payment methods tested and verified before even releasing the game, whereas this game is several years old, and this still ain't fixed properly.
    I am not going to submit any reports on this, just too much hassle with waiting several days to be able to give you some money.

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭

    And yet, the vast majority are able to purchase Gems. If there is an individual issue with your account, you are best served by contacting the Billing CS Team, (who will then contact the payment provider).

    Good luck.

  • Same issue, last 4 days the trading has not been working. And creating a ticket is a NO GO, they request game Serial nr, come the f. down, where is my sn now since i had the game since launch.. yepp,, unknown location.. JFC..

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭

    'They' don't require the Serial Key number. It clearly states on the ticket form to 'skip' if you do not have that information.

  • I just submitted a ticket on this myself. Was looking forward to buying the shrine guardian ears. So much for that.
    Also, as always, the ticketing system is an absolute, shameful mess. Constantly logs you out after you've signed in. It Fails the CAPTCHA authentication (and never prompts you to try and verify anything).
    It's almost like they dont WANT people to submit tickets...

  • Problem is persisting for me as well. Was fine a couple days ago, but now it's the same error message trying every few hours or so.

  • Xenic.1387Xenic.1387 Member ✭✭

    Issue is present for me as well. I tried PayPal and Credit Card and same error that was posted by Blink Squish

  • i am still facing same problem are they ever going fix this, this is the only game have issue with purchases that i have played ....

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭

    If you want your issue addressed, you will need to contact the Billing CS Team. (Support link above/below.)

  • Having the same problem! Cant buy gems. Kinda getting annoyed

  • zoejo.2317zoejo.2317 Member ✭✭

    I'm in the same situation and impressed that this goes so far back in time without solutions, as evidenced by this thread.
    Anyway, rebooting PC and router did nothing for me.
    Gem cards are basically unobtainable where I live - the retailers they mention don't even operate here, and none of their websites even has gem cards...
    I'm assuming I'll miss the gem store deal that made me want to buy gems in the first place.

    Bummer.

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭

    @zoejo.2317 said:
    I'm in the same situation and impressed that this goes so far back in time without solutions, as evidenced by this thread.
    Anyway, rebooting PC and router did nothing for me.
    Gem cards are basically unobtainable where I live - the retailers they mention don't even operate here, and none of their websites even has gem cards...
    I'm assuming I'll miss the gem store deal that made me want to buy gems in the first place.

    Bummer.

    You can contact the Billing CS Team via the 'Support' link for assistance (as posted many times in this thread).

    Good luck.

  • zoejo.2317zoejo.2317 Member ✭✭

    @Inculpatus cedo.9234 said:

    @zoejo.2317 said:
    I'm in the same situation and impressed that this goes so far back in time without solutions, as evidenced by this thread.
    Anyway, rebooting PC and router did nothing for me.
    Gem cards are basically unobtainable where I live - the retailers they mention don't even operate here, and none of their websites even has gem cards...
    I'm assuming I'll miss the gem store deal that made me want to buy gems in the first place.

    Bummer.

    You can contact the Billing CS Team via the 'Support' link for assistance (as posted many times in this thread).

    Good luck.

    I did. Thanks!

  • I have the same problem, tried to buy gems today, tried using both card and paypal, got some errormessage that dissapeared before I could read more than "an error has occured". I have submitted a ticket, waiting for response. Posting here in case someone else has the same problem.
    I have no problem on my end. Bank works, card works.

  • Had the same problem every time I tried.
    It is very likely the same as with most who have that problem, not arenat side, but the bank they are using.
    For whatever reasons they do not allow some people due to unknown reasons to pay with CC for example. In my case a CC I use internationally without a problem.
    When you open a ticket, they tell the bank to allow you in, for a certain time (a week or so). If you do not buy in that time you have to open another ticket.
    Very annoying because it may happen that the thing you wanted is now not on sale anymore. Until some other thing is up again
    youre window of opportunity might have passed already, meaning new ticket, rinse and repeat.
    Would be interesting how much money they are loosing because of this. For myself I have not buyed gems a few times because of exactly this.

  • Dami.5046Dami.5046 Member ✭✭✭✭
    edited September 8, 2019

    I can't get gems on my account. Can't even get to the payment option. Hubby got gems fine. My account has 'an error has occurred'
    paying via paypal so doubt it's our bank.

  • Uber.8146Uber.8146 Member
    edited September 8, 2019

    cant buy gems, getting an error with paypal and online banking
    If Mr Crabs was working there, this wouldnt happen

  • You can contact the Billing CS Team via the 'Support' link above/below for assistance.

    Good luck.

  • @Inculpatus cedo.9234 said:
    You can contact the Billing CS Team via the 'Support' link above/below for assistance.

    Good luck.

    I just got done with the 'support'; They are completely incapable of solving this problem. Your only avenue for gem purchases is an outside company or just hoping the system decides you are trustworthy enough to grace you with the ability to spend money on their game. No other f2p model that I can think of has this issue and the people who should be able to solve it apparently can't.

  • While I just submitted this issue as a ticket, I wanted to ask if other players are still having this problem.
    I wanted to buy enough Gems to purchase the Primal Spirit Skin for the Jackal but both Paypal and the Credit card option return a error of "Unfortunately an error occurred. Please try again later!" which just repeats every time I try to use either of these methods.

    The mentioned skin is a time limited skin and because of this error I am going to be forced to miss out on this skin. I am really hoping that Anet gets back to me before this skin is gone, otherwise they just lost my money for buying gems. :(

  • @Phantoms Shadow.4512 said:
    While I just submitted this issue as a ticket, I wanted to ask if other players are still having this problem.
    I wanted to buy enough Gems to purchase the Primal Spirit Skin for the Jackal but both Paypal and the Credit card option return a error of "Unfortunately an error occurred. Please try again later!" which just repeats every time I try to use either of these methods.

    The mentioned skin is a time limited skin and because of this error I am going to be forced to miss out on this skin. I am really hoping that Anet gets back to me before this skin is gone, otherwise they just lost my money for buying gems. :(

    I just got done with support; I'll save you the time of waiting for them to reply and tell you what they told me.

    1) They can't reveal why their system flags people because that is a security risk. They also are entirely incapable of doing anything about it.
    2) Your only options are to buy gem cards from a third party distributor, or just... wait until the system decides you are trustworthy enough to spend money on the game.

  • @Warkupo.1025 said:

    @Phantoms Shadow.4512 said:
    While I just submitted this issue as a ticket, I wanted to ask if other players are still having this problem.
    I wanted to buy enough Gems to purchase the Primal Spirit Skin for the Jackal but both Paypal and the Credit card option return a error of "Unfortunately an error occurred. Please try again later!" which just repeats every time I try to use either of these methods.

    The mentioned skin is a time limited skin and because of this error I am going to be forced to miss out on this skin. I am really hoping that Anet gets back to me before this skin is gone, otherwise they just lost my money for buying gems. :(

    I just got done with support; I'll save you the time of waiting for them to reply and tell you what they told me.

    1) They can't reveal why their system flags people because that is a security risk. They also are entirely incapable of doing anything about it.
    2) Your only options are to buy gem cards from a third party distributor, or just... wait until the system decides you are trustworthy enough to spend money on the game.

    That makes just...no sense. No literal sense. Because I've bought gems in the past, with no problems what so ever. In the last 6 months at most. So somehow, magically, the system is just now...flagging my account as being "untrustworthy"?

    ....What?

  • Each case is unique. The answer from the CS Team for one player is not necessarily the same for others.
    Digital River decides who may purchase from them, and who can not.

    Good luck.

  • @Inculpatus cedo.9234 said:
    Each case is unique. The answer from the CS Team for one player is not necessarily the same for others.
    Digital River decides who may purchase from them, and who can not.

    Good luck.

    I guess you just have to hope you are one of the chosen few they decide to accept money from. What a good system.

  • in defense of Support, I had the same issue yesterday and sent in a support ticket/issue. This morning, the issue was resolved. I can now purchase gems. So if you are having this issue, I would say to contact support and give them a chance to correct the issue.

  • Hugedeal.5426Hugedeal.5426 Member ✭✭
    edited October 18, 2019

    Is anyone still having the same issue ? I tried purchasing today did not work so opening a ticket... p.p
    TBH if they cannot solve i do not see the point of keep playing, the appeal on gw 2 is some of the shop items we should have acess to, if they become unavailable then do not have a shop... seriously....
    Guess i'll wait to see what they say on my ticket...

  • Nash.2681Nash.2681 Member ✭✭✭

    @Phantoms Shadow.4512 said:

    @Warkupo.1025 said:

    @Phantoms Shadow.4512 said:
    While I just submitted this issue as a ticket, I wanted to ask if other players are still having this problem.
    I wanted to buy enough Gems to purchase the Primal Spirit Skin for the Jackal but both Paypal and the Credit card option return a error of "Unfortunately an error occurred. Please try again later!" which just repeats every time I try to use either of these methods.

    The mentioned skin is a time limited skin and because of this error I am going to be forced to miss out on this skin. I am really hoping that Anet gets back to me before this skin is gone, otherwise they just lost my money for buying gems. :(

    I just got done with support; I'll save you the time of waiting for them to reply and tell you what they told me.

    1) They can't reveal why their system flags people because that is a security risk. They also are entirely incapable of doing anything about it.
    2) Your only options are to buy gem cards from a third party distributor, or just... wait until the system decides you are trustworthy enough to spend money on the game.

    That makes just...no sense. No literal sense. Because I've bought gems in the past, with no problems what so ever. In the last 6 months at most. So somehow, magically, the system is just now...flagging my account as being "untrustworthy"?

    ....What?

    While indeed that makes literal 0 sense, it fits perfectly to my personal experience with their CS team when it comes to payment issues. Don't expect logic. Or them believing quotes of professional full time bank employees...

    @Hugedeal.5426 said:
    Is anyone still having the same issue ? I tried purchasing today did not work so opening a ticket... p.p
    TBH if they cannot solve i do not see the point of keep playing, the appeal on gw 2 is some of the shop items we should have acess to, if they become unavailable then do not have a shop... seriously....
    Guess i'll wait to see what they say on my ticket...

    Nothing changed on my side, trying every now and then, the error persists. Unfortunatly, there are still enough people submitting a ticket instead of voting with their wallet, making it less likely they actually try figuring out the root of the issue and solve it.
    I do agree that one of the major motivations that kept me playing was the opportunity to support the game every no and then with cash (and being able to determing the amount myself instead of having fixed monthly fees etc.), while being assured to get something usefull / appealing in return.
    Since this error/bug/whatever struck, I find myself playing this game less and less. Makes me kinda sad after being with the GW franchise since X-mas 2005 without any major breaks, but I guess that's just the way it is...

    Out of curiosity- those who submitted a ticket and actually got their case solved, did any of you really got asked for any further details, or did they just fix it right away? Out of the few replies I found about it, it seems to be the latter, so I still don't believe Lo Presti's excuse for not investigating this error any further, cuz "every case is unique and we need additional information not suitable for a public forum".

    XMG U716
    i7-6700 (Desktop version)
    16GB RAM
    Geforce 980m

  • From me it is easy if the ticket does not show my problem solved i am jumping the band wagon to another game, dunno which but as much as i like gw 2, it bothers me the state of what the game is becoming, they cant keep anything actually working anymore... some of the low level events been stuck and broken for more then a year now, which says a lot...

  • Here's a post from the Lead Game Master (Support Team):

    LGM Dornsinger

    Not being able to buy Gems can have a great number of reasons.

    Your card is being rejected
    
    Your bank refuses the purchase as suspicious
    
    Our bank refuses the purchase as suspicious
    
    Your firewall won't load the store
    
    You have hit a spending limit that needs to be resolved with DR via support
    
    Your PayPal does not have a credit card linked and PP does not consider your account safe for the transaction
    
    PayPal refuses to allow the purchase based on their algorithm
    
    Rarely, there's an actual issue with the server connections (though then we'd have about 100 people contact us within the hour about the issue, those spikes are very quickly seen and solved)
    

    While I'd love to help on these, the best choice is always to submit a ticket to the Customer Support team. Make sure you select the support fields for purchase issues, not in-game, so that your ticket is with the right team!

  • Ditto here. Tried using two different, perfectly working credit cards and both failed. Called up my CC provider and was told both accounts are good and there's nothing wrong on their end. I was advised to contact the merchant.

  • Well, joining the throng here. Noticed the problem for the first time yesterday, though I haven't purchased in a few months. I have a secondary account and that was working fine (using the same info) so it's not my card or paypal. Main account still blocked, same messages, and today, so is the secondary account? Ticket submitted already. Certainly frustrating. It doesn't even get to the point of asking paypal. It's glitching out trying to load that 'we'll take you to paypal' page.
    shakes head slowly Ah well.
    With something this specific and clearly widespread. . . I do hope you can find the issue and fix it so it doesn't return/persist or pester others, Anet :D You guys are the best at bugs!

  • Having the same issue. I purchased gems very recently so i dont know why this would happen.

  • Yep, all of the 'give us your money' options are unresponsive.

  • Bump. Still broken.

  • You can contact the Billing CS Team via the 'Support' link above/below and 'Submit a Ticket' for assistance.

    Good luck.

  • Still can't purchase, submitted a ticket already. I just purchased 2 weeks ago, Idk why I can't purchase now.

  • I recently returned from a hiatus, and I tried to purchase gems. Unfortunately, it appears that having a problem purchasing gems is a rather common occurrence. I submitted a ticket - fingers crossed.

  • Same here, I just purchased two weeks ago before the latest patch. But now I cannot purchase it anymore. Support ticket submitted and they said they are investigating

  • Joss.2816Joss.2816 Member
    edited November 3, 2019

    Same problem here. Support ticket submitted, waiting for the answer

  • @Joss.2816 said:
    Same problem here. Support ticket submitted, waiting for the answer

    same. VERY frustrating.

  • Bloooo.3612Bloooo.3612 Member
    edited November 26, 2019

    EDIT:

    Sorry for double posting, I accidently posted in the wrong tab.

    Anyways, i would love if someone could explain to me, what kind of advantage there is for such a restrictive security check. It's just annoying for the customer.

  • So, still no solution to this? I've tried to spend money on the game to no avail.

  • @Bilacus.6104 said:
    So, still no solution to this? I've tried to spend money on the game to no avail.

    The 'solution' is to contact the Billing CS Team. Each case is unique; they aren't all from the same issue.

  • So what exactly is the issue here?

    After a friend of mine wasn't able to purchase gems with both a valid credit card AND a valid PayPal account (both had sufficient funds), I myself attempted to do the same. I've never had an issue with purchasing gems in the past (albeit my last purchase was some time ago) and now I'm also receiving errors when attempting to make my purchase.

    Is this being investigated? Is it not? Will I actually be able to make the purchases I'm looking to make before the Gem Store cycles again? Given that this thread exists in the first place and that both myself and my friend is having this problem, and that I've never had a problem before this, I find it difficult to believe this isn't an issue on ArenaNet's side. One would've thought the matter resolved at this point.

  • Each case is different; the best way to alleviate the issue is to contact the Billing CS Team via the 'Support' link above/below.

    Good luck.

  • @Inculpatus cedo.9234 said:
    Each case is different; the best way to alleviate the issue is to contact the Billing CS Team via the 'Support' link above/below.

    Good luck.

    I've submitted a ticket and I'm awaiting a response; a bump for a thread that these forums clearly seem to require was a logical decision.

    Implying that "each case is different" seems to suggest that this issue is on my side, but why would it be? As stated in my initial post, I've never had trouble purchasing gems in the past, and I've done so on several occasions. Would you like to explain WHY each case is different, or?

  • I had issues buying gems as well when I started playing the game again this past summer. I tried using multiple different credit cards and paypal, and would always get an error. What fixed it for me was logging into my account on guildwars2.com and going to my account info. There was a field for phone # that I had never filled out. Once I put that in, I was suddenly able to purchase gems in game.

    I originally started playing GW2 at launch, so I think that information was not required at that point. Either way, I'm happily buying too many gems now.