Can't upgrade/buy expansion from the website [merged] — Guild Wars 2 Forums

Can't upgrade/buy expansion from the website [merged]

Krizalide.7620Krizalide.7620 Member
edited August 14, 2018 in Account & Technical Support

Hello, I'm an old returning player with only the base game to my account. I've been trying to find how much the expansions were in the store, but when I try to upgrade to one...it just doesn't do anything! it reloads the page and doesn't add anything to the shopping cart. I tried on different browsers with the same result. Is buying the expansions disabled or what? The fact that there are no price listed on the page was annoying enough, but I can't even add it to my cart to even buy it, it's kind of ridiculous. Makes me think twice about upgrading at all.

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  • Have you tried purchasing in-game? Tried another browser? Disabled all ad-blockers, even those that are part of anti-virus programs?
    If all else fails, you can contact the Billing CS Team via the 'Support' link above/below and 'Submit a Ticket' for assistance.

    Good luck.

  • RoseofGilead.8907RoseofGilead.8907 Member ✭✭✭✭
    edited August 12, 2018

    I just tried it and had the same issue. So, the website might be having some issues right now. For the record, Path of Fire's basic edition is $30. You can bundle Heart of Thorns with Path of Fire for a total of $50.

    Edit: Tried it on two other browsers and had the same result (nothing ever gets added to the cart). So, seeming more and more like something is off with the site itself.

    Oh look. I have a signature now.

  • I was starting to think I was just very dumb and missing something obvious. I guess I'll wait and retry later.
    Thank you for the fast response.

  • Krizalide.7620Krizalide.7620 Member
    edited August 12, 2018

    @Inculpatus cedo.9234 said:
    Have you tried purchasing in-game? Tried another browser? Disabled all ad-blockers, even those that are part of anti-virus programs?
    If all else fails, you can contact the Billing CS Team via the 'Support' link above/below and 'Submit a Ticket' for assistance.

    Good luck.

    The only thing I see in game is the season 2 pack. I'll just wait and see, they seem to have a lot of tickets at the moment. I can still play the basic game without it.
    Thank you for your help.

    ****Edit: It seems to JUST came back online. Thanks both of you for your help.

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

    As other have said you do know you can buy them ingame from the gem store?

  • Just like you, I'm returning after more than a year off. I tried to purchase Path of Fire yesterday, 08-12-18, with NO results. I submitted a ticket a few minutes ago.... will see what happens.... but, it may turn out to be a good thing.

    I'll do some game searching while waiting for a response from GW2. During my time off from GW, I learned I can actually live without GW.... lol

  • TheGuru.4305TheGuru.4305 Member ✭✭
    edited August 14, 2018

    There is definitely something wrong with the site. My fiance has tried three times to purchase HoT/PoF update for her account. Every time it tells her there was an error and to try again.
    Can we get verification or information from someone regarding this issue please and when it will be working again?
    edit she's attempting to purchase in-game btw

    update We just tested. I was able to use the same credit card to purchase gems on my account, but she simply cannot purchase Hot/PoF upgrade without receiving an error

  • I have attempted to purchase both expansion multiple times and keep getting the same message about interruption and to try again later. The thing is, I was able to purchase gems, but not the expansion??
    I've seen a few other posts on this same issue, but no response from Anet yet. Can we get some verification and a possible fix for this please?!

  • edited August 14, 2018

    Just got a message about this from a mod. There was what we thought was a very short-term problem earlier in the day but thought it was resolved about 1 PM our time. Yet you posted two hours later, and a couple of you in this merged thread a couple of days ago. :(

    I will pass this along to CS to see if they have any info on this. Thanks for the report, and apologies for the inconvenience!

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • Hey GaileGray, is there any update on this/is it possible this is still an issue?

  • I am having the same problem at this time as well. Thank you in advance for any assistance that you can provide for a resolution to this matter.

  • edited August 15, 2018

    Hi,

    I contacted Customer Support last evening and they told me that everything is functioning properly, that the "purchase flow" is not broken.

    Could I ask those of you who were having problems to let me know if you've been able to make the purchases you intended? Also, could you specify:

    • What you are attempting to purchase: an expansion pack or gems.
    • How you are attempting to make a purchase: through the website or through the in-game purchase system.

    Thanks.

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • The Standard Collection for the expansion of the game. I am doing it by the in game purchase system.

  • @MandaPanda.9541 said:
    The Standard Collection for the expansion of the game. I am doing it by the in game purchase system.

    Dang it! And you tried today?

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • Hello, I just tried again to buy the PoF Ultimate expansion pack and received the same error message.

  • the purchases are attempted in-game

  • Hello,

    just came back to the game after 2 years, im having an issue with the website purchase screen. The links are broken for heart of thorns and Path of fire on the GW2 site. In game my transactions cant go through to buy the expansions, deluxe and standard packages.

    On the main GW2 site the links have the broken image icon and everything is to the left of the screen, in game my credit card cant be confirmed for transactions.

    I hope this helps, have a wonderful day.

  • CS has asked that you please submit a ticket with as much descriptive information as possible so that they can assist you. (For instance, share if you're trying to purchase through the website or through the in-game system)

    Choose "Payments" or "Purchase Issue" as your ticket reason, so the proper team can help out as soon as possible.

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • Still can not purchase the expansion.

  • @MandaPanda.9541 said:
    Still can not purchase the expansion.

    I'm so sorry! CS looked for tickets from those writing in this thread, and they did not spot any. If you could contact them (click "Support" at the top of the page, then "Purchase Support" in the center left) they will help.

    Gaile Gray
    Communications Manager: ArenaNet
    Fansite & Guild Relations; In-Game Events; Community Showcase Live

  • I bought the game from the website. After trying to do it in the game with no success i then tried online and it worked first try.

  • Hi,
    I have also basic Guild Wars 2 game and came back to game after some years. Now I also can't buy expansions neither in game nor in their website. When I try to purchase, it says "Payment is not authorized". I have submit ticket to support several times and they answered me that my visa card has problem. But I know that my visa card has no problem. It works perfectly everywhere else. I have also bought all my GW 1 products with my same visa card several years ago.

  • It sounds like the payment provider, Digital River, has a problem with your VISA card. If you have ever charged back a purchase, or something, they will keep records. Try using a different payment instrument (pre-purchased card, Paypal, etc.).

  • Just as a note, I'm having the same issue. I finally caved to get my son his own account, and went to upgrade it (he wanted to ride mounts just like he does on MY account) using the ingame option, but it's giving me an 'error has occurred' message and no go. My visa is fine, and I bought things for MY account yesterday through the gemstore without a problem.

  • Hi,

    I'm having the same issue.. Trying to purchase the HoT/PoF game bundle via gem store and getting "blah blah blah Error. Try again later". Please advise!

  • Did you try at buy.guildwars2.com?

  • TheQuickFox.3826TheQuickFox.3826 Member ✭✭✭✭
    edited December 19, 2018

    @Mickie Hendrixx.1893 said:
    Hi,

    I'm having the same issue.. Trying to purchase the HoT/PoF game bundle via gem store and getting "blah blah blah Error. Try again later". Please advise!

    //Rant
    Not talking about ArenaNet specifically here but I think developers in general should be punished for making "Please try again later" error messages. In nine out of ten cases, trying again later will result in the same error message and is just wasting the time of the user. Just explain to the user what exactly went wrong and how to get help with that.
    //End rant

    Ascalon Will Prevail!

    GW Wiki user page | GW2 Wiki user page

  • I guess the problem still isn't solved?!? Today I tried to buy HoT/PoF bundle but no luck.... there still seems to be an error and I have to try again later. When I look at previous posts, this problem is already occuring since at least august. When will it be solved? Any advice on how to get the expansions otherwise?

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

    Did you try in-game? Try through the official website? Try through Content Creators/Partners websites? Try official retailers?
    Try with another browser? Try with another device?

  • Faced a similar problem. I bought a pack of two extensions, went into the game and created a character of a new class. And the next day, the account rolled back and again offers to buy add-ons. A new class is not available in the game. And I did not receive a single message about this, either from a bank with a refund, or from the publisher with a reason why this happened. Buying again fails either through the site or through the game. I already wrote a ticket, but really have to wait 2 days for an answer? Very sad.

  • JoMopel.7451JoMopel.7451 Member
    edited August 1, 2019

    @Gaile Gray.6029 Any Idea?

  • RoseofGilead.8907RoseofGilead.8907 Member ✭✭✭✭

    Gaile doesn't work for Anet anymore. And yes, all you can do is wait for support to get to your ticket. Hopefully they'll get to it soon.

    Oh look. I have a signature now.

  • @Stéphanie Bourguet.5287

    Well. If someone faces a similar problem, here is one of the reasons. I was banned for suspicious activity. The last time I went into the game about 6 years ago, and now "suddenly" wanted to play again and bought an add-on. The system found this behavior to be very strange and automatically blocked access. The saddest thing is that I specially organized my free time to calmly immerse myself in the study of innovations, but now it seems I will study how much my patience is enough. Support in tickets did not report anything other than an auto response. Very disappointing that there is no quick way to solve problems.

  • I have the same problem

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