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Unable to purchase gems [Merged]

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  • Ringlin.1863Ringlin.1863 Member ✭✭✭
    edited February 8, 2020

    I had the same problem today, promptly resolved by Customer Service after I posted a ticket.

    As I understand it, Gem Purchases are the lifeblood of GW2: they pay to keep the game going. While CS resolved my issue, it's worth fixing the problem for any player. Maybe consider Huzbub's suggestion?

    @Huzbub.2491 said:
    Give us an online web option to purchase Gems.

  • Having this issue today as well. I'm doubtful that it will get resolved by the time the mistlock sanctuary passkey gets off the store page. Really a shame..

  • just made a support ticket, so we'll see
    it's a shame....ok I could understand a few people here or there....but this is ridiculous.....apparently this has been happening for most everyone and for a while...to the extent that retailers have more than doubled the cost of gem cards (2000 gems for $52, seriously?!)
    hopefully it gets fixed....
    I tried 2 different credit cards and paypal and each time an error message would flash for a second and then it'd go back to the main screen....

  • Kron.6938Kron.6938 Member ✭✭

    I have about two support tickets at this time. I have tried various methods, credit card, debit card, and paypal. I have submitted two tickets regarding this issue, the reason for the 2nd ticket is because it was well over 72 hours and no response. There is an error for submitting a request for gems from a credit card or debit card, and paypal, which will state the offer is not available. I understand there are wait times due to limitations of staff, but it is getting to the point that their staff cannot give a canned response of, "we will investigate the issue and come back with an answer." But there has been no response of any kind, even when supplied with information that might assist pinpointing the issue. I have no idea if the problem is individual account based, or account wide because I have had no response.

    I just hope that ArenaNet is looking into the issue, but even during covid-19, there should be a canned response from their support that they will be or they are looking into the ticket. In which there has not been any response.

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

    @Kron.6938 said:
    I have about two support tickets at this time. I have tried various methods, credit card, debit card, and paypal. I have submitted two tickets regarding this issue, the reason for the 2nd ticket is because it was well over 72 hours and no response. There is an error for submitting a request for gems from a credit card or debit card, and paypal, which will state the offer is not available. I understand there are wait times due to limitations of staff, but it is getting to the point that their staff cannot give a canned response of, "we will investigate the issue and come back with an answer." But there has been no response of any kind, even when supplied with information that might assist pinpointing the issue. I have no idea if the problem is individual account based, or account wide because I have had no response.

    I just hope that ArenaNet is looking into the issue, but even during covid-19, there should be a canned response from their support that they will be or they are looking into the ticket. In which there has not been any response.

    Submitting duplicate tickets only slows down the process. Close the duplicate and only update the original.
    Due to high volume, and it only got higher this weekend, response times may be well past the usual 72 hours. Well past.

  • Just got affected by this for the first time. Flashes up "Unfortunately an error has occurred. Please try again later." Submitted a ticket, tried deleting the cache, tried Paypal (which worked 3 weeks ago), credit card, and a debit card. It's a no go.

    What other options do we have at the moment? Seems like gem code cards are sold out almost everywhere.

  • Dragana.1497Dragana.1497 Member ✭✭✭

    Tried to buy gems today using online banking and got the same error message as Crysto above here. I didn't recieve the gems, however the money WAS taken from my bank account.

    "I'm not quite what I thought I was but then again I'm maybe more"

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

    @Dragana.1497 said:
    Tried to buy gems today using online banking and got the same error message as Crysto above here. I didn't recieve the gems, however the money WAS taken from my bank account.

    You need to contact the Billing CS Team via the 'Support' link above/below.

    Good luck.

  • To give anyone an idea of a time-frame, it took about 24 hours for an initial response and then an additional 12 hours for the issue to ultimately be resolved. Pretty good all things considered.

  • pixie.5940pixie.5940 Member ✭✭

    I'm on NA, WI ... (I try to buy gems and getting "Unfortunately an error has occurred. Please try again later.") Which I did and nothing even this afternoon. Try both me and my partner bank card just make sure wasn't an issue. Called our bank too. Bank said nothing was charged or blocked. Though I don't know if this just only GW2 today with this issue. Even Fallout76 which is another game I play... wouldn't let me buy fallout 1st sub. Even though have before in the past. So no clue if this just a lot games being hit with stuff. But just reporting in as well that I cannot buy gems on NA server wise.

  • @pixie.5940 said:
    I'm on NA, WI ... (I try to buy gems and getting "Unfortunately an error has occurred. Please try again later.") Which I did and nothing even this afternoon. Try both me and my partner bank card just make sure wasn't an issue. Called our bank too. Bank said nothing was charged or blocked. Though I don't know if this just only GW2 today with this issue. Even Fallout76 which is another game I play... wouldn't let me buy fallout 1st sub. Even though have before in the past. So no clue if this just a lot games being hit with stuff. But just reporting in as well that I cannot buy gems on NA server wise.

    Same exact issue here when trying to buy gems.

  • I managed to buy gems at 11 am on Sunday. Wanted more so I tried in the evening and it wouldn't work, didn't work today either, keeps giving the "Unfortunately an error has occurred. Please try again later."

  • firedragon.8953firedragon.8953 Member ✭✭✭

    I'm having the same problem. I wanted to buy the Living World Season 2 since it is now on sale. I wish we could just purchase them online instead of the in game interface. Never found it so hard to give a company my money. Oh well...

  • I am experiencing this issue as well.

  • Same issue here, and I cant "Log in" to submit a ticket under support, which is also weird. What do?

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

    @Blackdragon.9803 said:
    Same issue here, and I cant "Log in" to submit a ticket under support, which is also weird. What do?

    You can use the 'anonymous' feature to create a ticket. You can also ask the CS Team to fix the log-in issue.

    Good luck.

  • I received a reply from support on my ticket as to why I am unable to purchase gems.

    "Your recent purchase attempts were caught in our payment processor’s general security checks. They are currently reviewing what’s preventing you from completing a purchase and we will send you an update as soon as this is complete. Although it’s typically much quicker, this process can take up to 12 hours."

  • Gray.3706Gray.3706 Member

    I am also having problems. I am either getting "Unfortunately an error has occured" after attempting to purchase gems, or "This offer is currently not available, please try again later." which doesn't even let me try to buy them.

  • xDrac.5932xDrac.5932 Member ✭✭

    Same issue here when a few hours ago I could buy them...
    No matter the gem amount, and tried with paypal and credit card, it's always:
    "Unfortunately an error has occurred. Please try again later!"

  • Having the same issue. This seems to have been going on for years, how is this not fixed by now?

  • Same problem here made ticket as well

  • I have the same problem.
    I tried buying gems maybe 5 or 6 times in the last 2 weeks and the game just wont let me do it. It just quickly flashes some red text after I accept the transaction which says "An error has occured, try again later". I tried lowering my firewall heck i even turnt it off completely, cleared the gw2 cache tried with several other credit cards and still nothing. And I highly doubt it that there is some kind of restriction from my bank because i made purchases bigger than cost of 8k gems.

    Any1 knows how fast the support team usually responds?

  • same trouble since today. yesterday was all ok

  • I really cant understand why cant they make an online store on gw2 site. It woud all be so much more easier.

  • xDrac.5932xDrac.5932 Member ✭✭

    Was swiftly fixed for me within 24h of making a ticket, but yeah... I don't think such problems should still be appearing in a game that has lived a few years by now.

  • @OrangePanda.2137 said:
    I have the same problem.
    I tried buying gems maybe 5 or 6 times in the last 2 weeks and the game just wont let me do it. It just quickly flashes some red text after I accept the transaction which says "An error has occured, try again later". I tried lowering my firewall heck i even turnt it off completely, cleared the gw2 cache tried with several other credit cards and still nothing. And I highly doubt it that there is some kind of restriction from my bank because i made purchases bigger than cost of 8k gems.

    Any1 knows how fast the support team usually responds?

    Gladly it got fixed 36 hours from submiti g the ticket. So yea thats nice but this shouldnt happen this often.

  • same problem here can not buy gems

  • Zeeg.7340Zeeg.7340 Member ✭✭

    I am unable to purchase gems as well. I tried using PayPal and my debit card.
    Since it seems being logged in on the support sub-website is impossible at the moment, I contacted the support through direct e-mail.
    I received an answer after a few hours telling me that my account was caught in the automatic security system for payments and that they have to unlock it manually.
    A few hours later, I received another e-mail telling me that it was unlocked and working. I logged in immediately to test it and it did not work I still got the same error everybody had "An error has occurred please try again later." right after the payment validation. I tried answering to the e-mail but it does not seem to work.
    I feel kind of stuck right now. I have no way to be logged in on the support page (but I am perfectly logged in on my account page) and answering through e-mails does not seem to work.

    I am throwing a bottle at sea hoping to reach someone who could possibly have an idea what's going on.

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

    @Zeeg.7340 said:
    I am unable to purchase gems as well. I tried using PayPal and my debit card.
    Since it seems being logged in on the support sub-website is impossible at the moment, I contacted the support through direct e-mail.
    I received an answer after a few hours telling me that my account was caught in the automatic security system for payments and that they have to unlock it manually.
    A few hours later, I received another e-mail telling me that it was unlocked and working. I logged in immediately to test it and it did not work I still got the same error everybody had "An error has occurred please try again later." right after the payment validation. I tried answering to the e-mail but it does not seem to work.
    I feel kind of stuck right now. I have no way to be logged in on the support page (but I am perfectly logged in on my account page) and answering through e-mails does not seem to work.

    I am throwing a bottle at sea hoping to reach someone who could possibly have an idea what's going on.

    You can contact the CS Team via a 'ticket' by using the 'Anonymous' feature on the Support site web-form.

  • Zeeg.7340Zeeg.7340 Member ✭✭

    @Inculpatus cedo.9234 said:

    @Zeeg.7340 said:
    I am unable to purchase gems as well. I tried using PayPal and my debit card.
    Since it seems being logged in on the support sub-website is impossible at the moment, I contacted the support through direct e-mail.
    I received an answer after a few hours telling me that my account was caught in the automatic security system for payments and that they have to unlock it manually.
    A few hours later, I received another e-mail telling me that it was unlocked and working. I logged in immediately to test it and it did not work I still got the same error everybody had "An error has occurred please try again later." right after the payment validation. I tried answering to the e-mail but it does not seem to work.
    I feel kind of stuck right now. I have no way to be logged in on the support page (but I am perfectly logged in on my account page) and answering through e-mails does not seem to work.

    I am throwing a bottle at sea hoping to reach someone who could possibly have an idea what's going on.

    You can contact the CS Team via a 'ticket' by using the 'Anonymous' feature on the Support site web-form.

    Thanks for your answer. I may have been unclear but this is exactly what I did. I tried answering through the e-mail they sent me but it does not seem to work. I'll just open a second ticket...

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

    @Zeeg.7340 said:

    @Inculpatus cedo.9234 said:

    @Zeeg.7340 said:
    I am unable to purchase gems as well. I tried using PayPal and my debit card.
    Since it seems being logged in on the support sub-website is impossible at the moment, I contacted the support through direct e-mail.
    I received an answer after a few hours telling me that my account was caught in the automatic security system for payments and that they have to unlock it manually.
    A few hours later, I received another e-mail telling me that it was unlocked and working. I logged in immediately to test it and it did not work I still got the same error everybody had "An error has occurred please try again later." right after the payment validation. I tried answering to the e-mail but it does not seem to work.
    I feel kind of stuck right now. I have no way to be logged in on the support page (but I am perfectly logged in on my account page) and answering through e-mails does not seem to work.

    I am throwing a bottle at sea hoping to reach someone who could possibly have an idea what's going on.

    You can contact the CS Team via a 'ticket' by using the 'Anonymous' feature on the Support site web-form.

    Thanks for your answer. I may have been unclear but this is exactly what I did. I tried answering through the e-mail they sent me but it does not seem to work. I'll just open a second ticket...

    You should not create a new, duplicate ticket. You should update your ticket with the information that you did not have trouble accessing your account, but that you receive an error when trying to purchase Gems. Or, that their 'fix' did not, indeed, fix the issue.

    Creating a duplicate will just send you to the back of the queue.

    Good luck.

  • Zeeg.7340Zeeg.7340 Member ✭✭

    I understand that, but I have no way to update my ticket since it is anonymous and the e-mail response seems to lead nowhere. I guess I am doomed to wait for another ticket. :(

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

    It doesn't lead nowhere; it sends the response to the CS Team that addresses those issues.
    Responses are not instantaneous; it may be a few hours or days.

  • Had the same Problem, just deactived my Kaspersky Total Security, when it worked like normal

  • XsirusX.8630XsirusX.8630 Member
    edited August 25, 2020

    i have the same issue, contacting the support with the same answer like everyone here. NO FIX

  • I'm having this issue right now.... Arena net, don't you want my money?

  • @Inculpatus cedo.9234 said:

    @Scooter.4819 said:
    I've been trying to buy gems for the last week also. I have tried 4 credit cards and my debt card along with a PayPal account and have not been able to. If anyone gets help please let me know so that I'll be able to try the fix and get some gems. Thank you for all the help!

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

    Good luck.

    You aren't supplying ANYTHING, there is no link to make a ticket.

  • @Demonspike.7539 said:

    @Inculpatus cedo.9234 said:

    @Scooter.4819 said:
    I've been trying to buy gems for the last week also. I have tried 4 credit cards and my debt card along with a PayPal account and have not been able to. If anyone gets help please let me know so that I'll be able to try the fix and get some gems. Thank you for all the help!

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

    Good luck.

    You aren't supplying ANYTHING, there is no link to make a ticket.

    Click the prominent red box that states 'SUBMIT A TICKET' at the top of the page accessed via the link.

  • @Inculpatus cedo.9234 said:

    @Demonspike.7539 said:

    @Inculpatus cedo.9234 said:

    @Scooter.4819 said:
    I've been trying to buy gems for the last week also. I have tried 4 credit cards and my debt card along with a PayPal account and have not been able to. If anyone gets help please let me know so that I'll be able to try the fix and get some gems. Thank you for all the help!

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

    Good luck.

    You aren't supplying ANYTHING, there is no link to make a ticket.

    Click the prominent red box that states 'SUBMIT A TICKET' at the top of the page accessed via the link.

    There we go, thank you!
    This is really frustrating me, I am getting constantly disconnected from the server log on, while actually being logged in and playing the game, it just kicks me out to my character select, and now this... cannot buy any gems from the gem store... kitten is going on?

  • I'm having this issue as well. This + Time-limited discounts = A lot of unhappy customers

  • By the time they've fixed this I'm sure the stuff I wanted to buy is no longer discounted, and thus I will no longer need the gems either, so it kinda solves itself.

  • Letti.7269Letti.7269 Member ✭✭
    edited August 29, 2020

    Having the same issue atm; logged a ticket and patiently awaiting feedback :-)
    Bit strange their security system is so touchy.. my account is 8 years old, I have loads of purchases with both my paypal and cc. (same paypal as I used couple of days ago to buy the expansion). Can't get over what a kitten ton of work their billing department must have fixing this one ticket at a time..
    Hope they fix it before the discount on shared stash slots is over.

    EDIT: anyone know if their billing dept works in weekends ?

  • They work 24/7/365. You can inform the CS Team of the item(s) you wish to acquire; they have often honored the sales after the fact.

    Good luck.

  • This is currently happening to me as well. I tried 3 times yesterday but got that same split second error message as it dumped me back to the gem package selection window, and then nothing. I called my bank and they confirmed that they saw no attempts on their end, so it's definitely not an issue with the automated "suspicious activity" systems.

    I did receive a reply within about 2 hours, but all it said was "Your recent purchase attempts were caught in our payment processor’s general security checks." and then indicated that it could be 12+ hours before they typically figure out what's happening. The reply came almost 12 hours ago, and I've had no follow up, so who knows.

    With that said, I tried again this morning with a smaller package, and my order went through. I needed more gems to buy what I wanted so I immediately tried again to get the correct amount of gems, and BAM, the error is back, and I've been unable to purchase the rest of the gems that I need.

  • Demonspike.7539Demonspike.7539 Member ✭✭
    edited August 30, 2020

    Hi all - Not sure if a lot of people do this, but I wanted to update you on my situation... As you may know, I too had a issue/bug/error when trying to purchase GEMS from the BLTC... Now, I can tell you this, if you DO NOT make a ticket, you will NOT get the issue fixed... That I can guarantee you.

    So, to my update then... I made a ticket and got a response within a day, I was informed by the GW2 support team that they have a system in place which detects "COULD BE" fraud activity, by this I mean they have a computer alert system, which detects possible over-spending coming from your account, that surely isn't what they consider "Normal Rate"
    At first I was annoyed because I couldn't buy GEMS, but I can see now why it flags these purchases. It is to protect us, as players, from having someone break into our account, and flushing our IRL banks dry from in game GEM purchases.
    When I think of it this way, as a security measure to help us all, I don't feel so angry.

    My first purchase after returning to the game, was for a lower amount, I am guessing the lower amount never flagged the system and went through okay, however upon realizing I didn't get enough, I tired to buy more (4000), and the block kicked in... If you try to get more than X amount in a certain time frame, I think that is when the system flags your account and blocks your purchases, because it looks "Suspicious" and rightly so... It's not so much the amount you buy, but the amount total and frequency.

    Anyway, my issue is now sorted, the wonderful GW2 support team, made a few "adjustments" to my account, and bingo!, I can now buy GEMS.

    I guess what I am saying is, we need to be careful with what we buy and how often, to not get flagged by the system... think hard on what you may need, make one purchase, and then leave off buying any more for maybe 48 hrs... this is just a guess, I don't know the actual window between purchases.

    I wanted to let you all know, because I know lots of us have had this issue, and I wanted to share my information and knowledge of this with you all, and I hope that I have been able to help some, if not all of you, in finding a resolution...

    Stay safe my friends.... now, let us go slay an Elder Dragon!

  • notebene.3190notebene.3190 Member ✭✭✭✭

    This issue started for me a few days ago, after not having any issues for years. Submitted a ticket and got a few "we did something to you, try again" messages, to which I tried again, and it still failed. They have now gone dark, and as of today, this is what I see when I go to buy gems.

    In the event I don't get a chance, thank you all for the company and help when I needed it from time to time.

  • This issue (Error has occured please try again later) hit me yesterday for the first time after dozens of gem purchases over the years. After reinstalling the game i managed to buy 4000 gems but when i decided i want 4000 more the issue is back and i cant buy them :(

  • It's ridiculous how a company that relies on micro-transactions makes it so kitten hard for me to give them my money.

    By the time I get this kitten sorted out the offers I wanted to take advantage of in the gem store will be over. That's 100USD that I might or might not spend again in the future.

    Fix your kitten.

  • Linken.6345Linken.6345 Member ✭✭✭✭

    @Antinous.9341 said:
    It's ridiculous how a company that relies on micro-transactions makes it so kitten hard for me to give them my money.

    By the time I get this kitten sorted out the offers I wanted to take advantage of in the gem store will be over. That's 100USD that I might or might not spend again in the future.

    Fix your kitten.

    You do know that if you write support as long as the offer is still running and say you want the gems for that and that offers they will honor them after the fact when they get it sorted.

  • I'm trying to buy gems and I'm getting an error message, however whenever I go to submit a ticket, it keeps logging me out. I can't stay logged in to make a ticket. I'm aware I can make an anonymous ticket, but I'd rather not considering the turn-around times. :(