Can't buy gems using paypal [merged] — Guild Wars 2 Forums

Can't buy gems using paypal [merged]

Vertigo.5106Vertigo.5106 Member ✭✭
edited September 6, 2018 in Account & Technical Support

Am trying to buy gems from inside the game, I choose the amount, the form of payment, check the check-mark of the policy and as always it opens my browser so I can enter my paypal information, but it stops there and doesnt completely loads the paypay page. I went to check if paypal was the problem at first, but is not the case, I can pay with paypal in other websites without any problems. I tried different browsers just in case but still get the same problem. Here's a screenshot of where it stops working after a commit to buy inside the game's menu. https://drive.google.com/open?id=1jYe22gAZUiyeTExBhy1E16O0NARy_pl9 This is the first time in years I get this error buying gems from you guys. Is there a problem in ANet with the payment system? I ask this because I saw several other posts with problems buying gems. How can I fix this? Thx for any help you can give this player :-)

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Comments

  • Blackwolph.1782Blackwolph.1782 Member ✭✭
    edited September 6, 2018

    Recently, I have been trying to buy gems through Paypal from the Black Lion in-game. I am unable to do so as it gives me an error at the end after pressing the pay now button. Now, there has been many posts about Paypal issues with gems, but most of them just say contact support which I have for both Arena Net and Paypal. Both side are saying "it's not my fault" so, I'm just going to post this issue here to shed some light since no one is willing to help me solve this.

    Proof:
    Ticket Number: 6879393

    **Arena Net Interactions: **

    GM Adrino (Guild Wars 2 Support)
    Apr 22, 05:41 PDT
    Hello,
    Thank you for contacting us.
    After reviewing your account, we have found that your purchase attempts were declined by PayPal®. When this happens, we are not given a reason of the decline. Please contact PayPal for information about the refusals. Once you have resolved the issue with PayPal try to make your purchase again. You should have no further issue.
    Regards,
    GM Adrino
    Guild Wars 2 Support Team
    http://help.guildwars2.com/

    Blackwolph.1782
    Apr 22, 02:18 PDT
    When buying gems with paypal, during the last phase where I press "Pay now" in paypal this message appears on the browser: "Unfortunately there was an error with the payment provider. Please try again later. If this error still persists please contact customer care" with a button that reads "Contact Support" which leads me to here.
    I have waited 3 hours to try again, then 2 days. still gives me the error message, so I'm wondering if it's Anet's end.

    Interactions with Paypal Support and Responses after an Automated answer:

    4/24/18 at 10:16 AM
    Thank you for contacting PayPal Customer Support.
    Our records show that the payment you've initiated wasn't blocked by PayPal. Either the “pay now” button was not successfully used or there may be a temporary issue with the website you are trying to make the payment on. Typically this is caused by a communication problem between PayPal and the seller’s website.
    The best thing that I can recommend is for you to get in touch with the vendor directly so they can give you other avenues on how else you can proceed with the deal.
    Thank you for being part of the PayPal community. For additional questions, please visit www.paypal.com and click Help & Contact, near the bottom of any page.
    Sincerely,
    Kristine
    PayPal Customer Solutions
    PayPal

    My Response:
    Sent: Thursday, May 3, 2018 4:57:37 AM (-06:00)
    Subject: RE: Your recent question about a declined payment (KMM292223042V18920L0KM)
    PayPal Customer Support :
    Sorry for the long pause in the response to this message.
    You state that payment was not blocked by Paypal, but the vendor that I have contacted support say that Paypal declined the payment process. So, I don't know who to believe.
    Also, what does it mean by "the 'pay now' button was not successfully used"? Is there another way to press the pay now button? In addition, " there may be a temporary issue with the website you are trying to make the payment on" this definitely is not the issue since this is the ONLY payment that Paypal will not process after pressing the Pay Now button. All other purchases I've made with Paypal doe not have any issues. Only payment I can not process is from Arena Net.
    "The best thing that I can recommend is for you to get in touch with the vendor directly so they can give you other avenues on how else you can proceed with the deal." To address this, I am only willing to buy from their main site or in-game system because the 'other' vendors are too risky, and that the proceeds of the purchase are not guaranteed to go directly to Arena Net.
    Please look into this issue more specifically than just telling me to go to another vendor.
    Regards,
    (Name Omitted)

    Paypal:
    5/3/18 at 12:42 AM
    Dear (Name Omitted),
    Hi (Name Omitted), thank you for getting back to us about making a payment to Arena Net. I can surely review your account history and let you know how the payment is being denied.
    In my eagerness to help, I will communicate directly with the account manager of [email protected] so we can work hand in hand in resolving this concern.
    I looked deeply on the transaction and I confirm that your account is properly set up in sending payments, it might be a communication error between PayPal system and the merchants website when making a payment.
    It would really help if you can send us also a screen shot that will shows an issue in making a payment to this merchant.
    Here's how to send your screenshot:
    Log into your PayPal account
    Erase everything in your address bar
    Copy and paste this link paypal.com/il/uploaddoc
    Follow the instructions to upload your file to your PayPal Account
    Select Send Files to complete the upload.
    We always value customers who are keen to give us their feedback. I will be surely monitor your account and will keep you posted until the issue resolved.
    I'm looking forward to hear from you.
    Thank you for being part of the PayPal community.
    Sincerely,
    Mae

    My Response:
    Hello,
    I've sent screen shots of the error.
    I sent it in the order of how the error happens.
    First, the Pay Now screen which has no problem.
    Second screen shot is the page after pressing Pay Now. As I have said before, I have already contacted Arenanet with this and they have said that Paypal declined the process. Here is the copy pasted message they have sent me:
    "After reviewing your account, we have found that your purchase attempts were declined by PayPal®. When this happens, we are not given a reason of the decline. Please contact PayPal for information about the refusals. Once you have resolved the issue with PayPal try to make your purchase again. You should have no further issue."
    If there were no issue from Paypal after review and evidences, then I will contact Arenanet again.
    Regards,
    (Name Omitted)

    Paypal:
    5/4/18 at 4:47 PM
    Dear (Name Omitted),
    Thank you for writing us back.
    I carefully checked and there's no record of any declined payment attempts to [email protected] Please reach out to the recipient to determine if you can submit a direct payment via invoice or the send money tab.
    I assure you that your account is set up to send payments and PayPal has not blocked the transaction.
    I appreciate your patience and understanding with this process.
    Thank you for being a valuable member of the PayPal community.
    Sincerely,
    Vanessa
    Consumer Support
    PayPal

    My Response:
    Dear Paypal,
    Thank you for your replies. I will be contacting Arenanet again to see if this can be resolved. If I have more problem from this issue, I will be replying through this reply chain.
    Thank you,
    (Name Omitted)

    Arena Net Support's Response AFTER dealing with Paypal support:
    Support Ticket: 6892940
    Jigson (Guild Wars 2 Support)

    May 5, 00:18 PDT
    Hi (Name Omitted),
    Reviewing your most recent purchase attempt, I confirmed that it was not being blocked by any means on our end. The payment was declined by PayPal. When this happens we are not given a reason, and we can only recommend that you contact PayPal yourself. I understand that you have contacted PayPal previously, but you may need to contact them again because they are declining your purchase attempt. We have no control over this, nor can we contact PayPal on your behalf. If you wish to use PayPal, you will need to contact them again.
    Regards,
    Regards,
    Jigson
    Guild Wars 2 Support Team

    This thread would probably be buried in the forum or no one will read it, but here are there interactions I received from both support who pretty much, in my opinion, is not willing to help me with the issue. Both side is saying it's not our fault. So, there you have it I do not know what to do with this since I just want to buy gems in-game, but the service providers are not allowing me to.
    I do not think I was rude in any kind in these responses, so being avoided seem unfair.
    In Addition, I have brought up this error a year ago with Arena Net and have told me the same thing. Support Ticket: 2445731

    I guess I'll find another game to spend money on.

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

    Well, do know that ArenaNet is not the vendor/merchant in this, but Digital River. I don't know if you can speak to them directly, but it looks like the Paypal person did.
    If you really want to obtain Gems, you can purchase Gem Cards, or even use a pre-paid CC.

    On the off-chance, have you tried clearing your GW2 cache (instructions found in the Knowledge Base accessed via the 'Support' link above/below)?

    Good luck.

  • Already tried clearing cache so it's not that

  • This is one of those situations in which the problem is outside the purview of the support teams. Something is happening between when you setup the payment with PayPal and before it gets to ANet. It's none of the usual suspects, because, if it were, the people answering your ticket would have addressed the issue already. I'd guess that the issue is that DigitalRiver is expecting data in form xyz, and PayPal is sending it as yzx, or something like that, but ... well doesn't matter what any of us think.

    What you want is for someone at PayPal to get on the phone with someone at DigitalRiver to find out if the issue is happening before or after DR processes the payment. So request PayPal to escalate the ticket and phrase it something like, "I'd like to find out where the issue is occurring. Can you confirm with DigitalRiver that they have sent a request to PayPal and that they are getting confirmation of sufficient funds?"

    It shouldn't be your job to get the companies to talk to each other, but if you want to see things resolved, you'll probably need to help them make it happen.

    Good luck.

    "Face the facts. Then act on them. It's ...the only doctrine I have to offer you, & it's harder than you'd think, because I swear humans seem hardwired to do anything but. Face the facts. Don't pray, don't wish, ...FACE THE FACTS. THEN act." — Quellcrist Falconer

  • I'll pass this along. If our CS Team can't help you directly, I bet they can look into it and see if DR can help.

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

  • Appreciate the help
    Thank You, Gaile

  • @Gaile Gray.6029 said:
    I'll pass this along. If our CS Team can't help you directly, I bet they can look into it and see if DR can help.

    So, it’s been 4 months any word?

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

    Good luck.

  • Please reach out to our CS Team to ask about this. It's not something they could or would discuss on the forums (because of personal information) but if you choose "Payment" or "Billing Issue" as your reason, a specialist will take a look and work with you on this.

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

  • Hi. Can you tell me how recently have you tried to make a purchase? And how recently have you reached out for support from either our team or DR?

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

  • Vertigo.5106Vertigo.5106 Member ✭✭
    edited September 8, 2018

    @Gaile Gray.6029 said:
    Hi. Can you tell me how recently have you tried to make a purchase? And how recently have you reached out for support from either our team or DR?

    From my side I just tried to buy gems again on Saturday 8, 2018 at 4:08pm ATL time. still getting the same https://en-forum.guildwars2.com/home/leaving?target=https://drive.google.com/open?id=1jYe22gAZUiyeTExBhy1E16O0NARy_pl9 error...

  • Vertigo.5106Vertigo.5106 Member ✭✭
    edited September 11, 2018

    Here's the transcript of my conversation with GuildWars 2 CS:

    Can't buy gems using paypal

    Vertigo.5106Saturday at 16:37
    Am trying to buy gems from inside the game, I choose the amount, the form of payment, check the check-mark of the policy and as always it opens my browser so I can enter my paypal information, but it stops there and doesnt completely loads the paypay page. I went to check if paypal was the problem at first, but is not the case, I can pay with paypal in other websites without any problems. I tried different browsers just in case but still get the same problem. Here's a screenshot of where it stops working after a commit to buy inside the game's menu. https://drive.google.com/open?id=1jYe22gAZUiyeTExBhy1E16O0NARy_pl9 This is the first time in years I get this error buying gems from you guys. Is there a problem in ANet with the payment system? I ask this because I saw several other posts with problems buying gems. How can I fix this? Thx for any help you can give this player :-)

    new screenshot, same problem on Saturday 8, 2018 at 4:08pm ATL time: https://drive.google.com/open?id=1eglh19Fo5ByS02Lpb95u3Ul4d54y2hk8
    .
    .
    .

    JigsonSaturday at 18:01
    Hello,

    After reviewing your account, we have found that your purchase attempts were declined by PayPal®. When this happens, we are not given a reason of the decline. Please contact PayPal for information about the refusals. Once you have resolved the issue with PayPal try to make your purchase again. You should have no further issue.
    Regards,

    Jigson
    Guild Wars 2 Support Team
    http://help.guildwars2.com/
    .
    .
    .

    Vertigo.5106Saturday at 18:45
    Its not a paypal problem, we already checked, please read this: https://en-forum.guildwars2.com/discussion/54143/cant-buy-gems-using-paypal-merged#latest and all the other posts on the forums. What else can you guys to to help? I think you guys need to talk to the digitalriver.com guys also; there has to be a programming issue here. I have made many purchases using paypal on other websites without problems. As I keep reading the forums, the number of people affected by this keep escalating at a fast rate. Hope you guys find a solution to help us keep buying from you guys, ANet is loosing a money here, weird it doesn't seen to bother you guys.
    .
    .
    .

    GM MavenSaturday at 21:22
    Hello,

    Thanks for the reply.

    As previously stated from the previous response, your recent purchase attempt were declined by PayPal®.We can only suggest you to continue to coordinate with PayPal for more information about the refusals. Once you have resolved the issue with PayPal, please try to make your purchase again and you should have no further issue.

    If you have any other questions, please let us know.
    Regards,

    GM Maven
    Guild Wars 2 Support Team
    http://help.guildwars2.com/
    .
    .
    .

    Vertigo.5106Yesterday at 22:51
    I have called Paypal customer service as you asked and told them what you told me and in detail the whole situation step b step; they checked my paypal account and didnt find any problems with it. They didnt even find any declined attempts... But all my other transactions with them as I pay my netflix and other services run without any problems. They told me its you guys that seems to have a problem with your payment system. And now as I did what you guys told me to, what can you guys do for me to fix this problems so I can keep buying gems? Thx in advance.
    .
    .
    .

    GM SeawyrmToday at 02:15
    Hello,

    We already checked properly your account and definitely it is being declined by Papyal. That said, Can you please try purchasing gems again using Credit card and see if it will push through? If the issue still persist, kindly reply back to this ticket and let us know.

    Regards,

    GM Seawyrm
    Guild Wars 2 Support Team
    http://help.guildwars2.com/
    .
    .
    .

    When I call Paypal CS they told me that they don't have any attempts of purchase from the game or that they are declining anything... And when I trying to buy things with paypal on other websites, they run perfectly fine... Any of you guys have any ideas of what can me happening? Have any of you guys found a fix to this problem? Its a bit frustrating that both sides tell me isnt them...

  • Have you tried it with the new Paypal Mastercard debit card? It uses fund directly from your Paypal account, but works like a debit card. It takes only a couple of days to acquire one.

    https://www.paypal.com/us/smarthelp/article/what-is-the-paypal-anywhere-card-faq3185

    Good luck.

  • I'm also having the issue where it says "unfortunately an error has occurred please try again later" i've tried using my credit card directly, and also paypal - both give me the same error. I've made a ticket but no response.

  • Seems like a lot of people are having this issue for quite awhile now and they haven't done anything to fix it. Quite disappointing.

  • Crius.5487Crius.5487 Member ✭✭✭

    I have had the same issue today and been trying my debit card, the same one I've used in the past. The issue is not with my card and there's been no declined transactions showing on my bank's end.

  • Same here. I'm buying gems almost every week via PayPal, no problem so far till 2-3 days ago. Now I get "payment authorization failed" message. I checked everything, my PayPal account is ok, my cards and bank account also.

  • EasilyDistra.9582EasilyDistra.9582 Member
    edited September 18, 2018

    I'm in a similar boat with the Paypal, but I never get to the web browser. The transaction errors out and returns to the first screen at the point where it should open an external browser. I've never had a problem with buying gems with Paypal in the past, even a couple weeks ago.

    Please Anet I'm trying to give you my money, why won't you take it?

    edit - I can get to the screen that sends me to Paypal on my other GW2 account (skwerlz.9604) but not this one.

  • Your best bet is to contact the Billing CS Team via the 'Support' link above/below.

    Good luck.

  • So, it's been 4 month since my forum post and the submission of my support ticket for this issue. No replies since, and issue still not resolved. They just merge my forum with this one.

  • If it's been 4 months since submitting a ticket via the web-form, it is probably closed. You can either update your ticket by responding to the automated reply (which would re-open the ticket), or create a new ticket via the 'Support' link above/below.

    Good luck.

  • People still having this issue and they haven't done anything to fix it. Disappointing indeed...

  • Since two days ago I've had this issue as well. Tried using my credit card and PayPal and it keeps on giving me "Unfortunately an error has occured. Please try again later!". Never ever had this problem before, what is going on?

  • Same issue here when trying to upgrade the game. Both from Black Lion Trading Post in-game and from the website. Tried PayPal and Credit Card, no go either way.

    Have been successfully able to purchase gems before without issues using same 2 options.

    Opened up a ticket, a few hours ago but it does not look like anyone combed over it.

  • Hey folks.

    I'm also having an issue with purchasing gems, when I tried to do that today. I tried purchasing gems with MasterCard, VISA and PayPal and nothing seems to work. I've also
    1. Verified that I actually have sufficient amount of money.
    2. Verified my internet connection is OK. According to Ookla's speedtest.net I have 40mbps download and 37mbps upload speed.
    3. Restarted my computer.
    4. Restarted my router just in case.
    5. Cleared Guild Wars 2 cache folder in %temp% (the game is running on windows 10)
    6. Checked my Win10 firewall settings to see that the game is allowed.
    7. Ran the game as administrator.
    8. I tried repairing the game client as described in https://help.guildwars2.com/hc/en-us/articles/201863008-Repairing-the-Game-Client, but the issue still persists.
    9. I tried paying with paypal and that didn't work either.

    :sweat_smile: :sweat_smile: :sweat_smile:

    If anyone has any other suggestions what to do to resolve the problem shoot on! I don't want to wait for 10 days to get an answer from Support.

  • Only the Billing CS Team can assist you. Or, you could try contacting the payment provider, Digital River.

    Good luck.

  • Lambent.6375Lambent.6375 Member ✭✭✭

    @Skyrazalius.2873 said:
    Since two days ago I've had this issue as well. Tried using my credit card and PayPal and it keeps on giving me "Unfortunately an error has occured. Please try again later!". Never ever had this problem before, what is going on?

    I'm not sure if this is already know info, and if it will help anyone in this thread in the future, but when I was having this problem it was because I was using a VPN.

    I use to be able to purchase gems while using a VPN just fine, so it took me a bit to find out that was the cause. I wonder if it's connected to Belgium being blocked from buying certain gem store items, because it started happening around that time.

    @FOX.3582 said:
    A freaking chair. Woah. I personally can't wait to buy a gem store CHAIR, so all my characters can SIT around in Tyria while other players see me, SITTING there, looking like a [email protected] ...

  • @Lambent.6375 said:

    I'm not sure if this is already know info, and if it will help anyone in this thread in the future, but when I was having this problem it was because I was using a VPN.

    I use to be able to purchase gems while using a VPN just fine, so it took me a bit to find out that was the cause. I wonder if it's connected to Belgium being blocked from buying certain gem store items, because it started happening around that time.

    That could be helpful information for others to have. Thanks for sharing it.

    Could those of you reporting recent issues let us know if you have been using VPN when attempting a purchase?

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

  • I can report the same issue trying to buy gems with my credit card today and I am not using VPN.

  • Pondragon.4538Pondragon.4538 Member
    edited November 10, 2018

    Hi everyone,

    Unfortunately, I also have the same issue. I tried with paypal, credit card visa, credit card master, a mac computer and a window computer. It still gave me the same error like the above. Of course, also restarted computers and was not using VPN.
    I purchased gems 1 month ago with no problem. It just suddenly happen...
    Hope someone can look into this and fix this. A customer cannot gives money to the company probably not really good for the business and eco system.

    I had contacted the support team yesterday.

    Have a great day

  • I cantacted the support and in 2 days they solved my problem. Good luck to you too :)

  • Support was trying to help and said should be working now. However, it still didn't work. I tried right away after the support email me. and tried it after 8 hours. Still gives me the same error :'(
    Glad that it works for you tho!

  • My issue was also resolved 2 days after submitting a ticket! I can now go past confirming my order and log into my paypal again without any errors :). I hope you guys get your issues resolved soon too!

  • I can't buy gems either - I'm trying to buy them using PayPal - everything is fine until I'm redirected to my browser to finish transaction. After I log to Paypal at my browser I'm asked for credit card details. I do NOT want to buy gems using credit card. I want to pay with paypal - why am I asked to give credit card number and details? I know my cousin has similar issue. Also I'm not using VPN and I was able to buy gems just fine few months ago via Paypal.

  • as of today, i cannot buy gems with either my personal credit card - i have tried several, including a debit card - or paypal. i have sufficient balance in all forms of payment and there is no stop charges from the cards or bank. i have submitted a ticket a few hours ago and have got no response, however after reading through some forums it seems that this has been a reoccurring issue. i would like to purchase gems and i feel as though if this keeps up, it's going to drive the economy gem crazy.

  • Hey,
    I'm also having the issue where it says "unfortunately an error has occurred please try again later" i've tried using my paypal. After the last epic episode 5 I wanted to buy gems but every time I got the same the error. This problem is inside gemstore, probably by Anet side. Gemstore can't generate website for paypal to finish paid.

    Yesterday I bought PoF for my nephew, but I failed every time when I started in gemstore with the same error. When I used your shop website I successfully bought PoF. Can you add to your website shop GemCards too?

  • Just tried to buy Gems from the shop in game using PayPal, and an error quickly flashed: "Unfortunately an error has occurred."

    It's a shame the game won't take my money. Guess I'll give it to another game instead.

    And no, I'm not using a VPN.

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