I can't buy gems. [Resolved] — Guild Wars 2 Forums

I can't buy gems. [Resolved]

Fawkes.3429Fawkes.3429 Member
edited November 6, 2018 in Account & Technical Support

Message received: "Unfortunately an error has occurred. Please try again later!"

Hello, I've been trying to buy gems for over a week now. Prior to that, I would get this error occasionally but eventually I would be able to purchase gems. Now it seems I can never buy them, there's always an error pop-up. I've tried numerous times daily for over a week. The error pops up for less than a second.

My sister is able to purchase gems on her account with no issues. So I had her log into my account and try to purchase gems with both my card and her card. I wanted to see if it's any issue on my end with my firewall, download, or credit card. She got the error as well when she tried to purchase gems using both my credit card and hers. She's also still able to buy gems on her account just fine. So it really seems like it's an issue with my account. Can someone please help me?

Thank you in advance. :)

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Comments

  • I am also in this situation. Logged a support ticket on Monday, got an additional request back from support, followed up with them and now I am waiting on a response back. If I hear back I will post anything they come up with. I made purchases a couple weeks with no problem, last 4 days I have not been able to, checked with CC companies and PayPal, not attempts have been made to deny, so it isn't get past their servers.

  • @Fawkes.3429 said:
    Hello, I've been trying to buy gems for over a week now. Prior to that, I would get this error occasionally but eventually I would be able to purchase gems. Now it seems I can never buy them, there's always an error pop-up. I've tried numerous times daily for over a week. The error pops up for less than a second.

    My sister is able to purchase gems on her account with no issues. So I had her log into my account and try to purchase gems with both my card and her card. I wanted to see if it's any issue on my end with my firewall, download, or credit card. She got the error as well when she tried to purchase gems using both my credit card and hers. She's also still able to buy gems on her account just fine. So it really seems like it's an issue with my account. Can someone please help me?

    Thank you in advance. :)

    You can contact the Billing CS Team via the 'Support' link above/below and 'Submit a Ticket' for assistance. That's the best way for personalized response.

    Good luck.

  • Stonesolid.2706Stonesolid.2706 Member
    edited October 20, 2018

    I'm having the same issue. Still waiting on a response from support. I put in a ticket with GW2 support and also contacted Digital River afterwards. Wish they were a little quicker but maybe this is their way of keeping me from spending as much on the game.

  • 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!

  • @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.

  • I tried to get around this by using a Gem Card that was purchased from a local Gamestop. The code did not work even though I know I typed it in correctly and have submitted a ticket

  • maybe they plan to take cash purchase out of gw2?

  • Maxeum.6284Maxeum.6284 Member
    edited November 3, 2018

    I am getting this same problem, have a support ticket in. its been about 25 hours still no response.

  • Same issue here. Opened a ticket 3 days ago, followed up yesterday, and did not get any reply whatsoever. Seeing as this is one of their source of revenue, I don't really understand why this isn't being treated with some sort of importance.

    I just started playing about a week+ ago, bought both expansions, and have been really enjoying the game so far. I just hope this isn't a reflection of what their customer service would be like for all other issues as it does not give a very good first impression imo

  • Same man, i got the game at the beginning of the year but really only started playing about a week ago. on my 4th day of waiting for support

  • Just wanted to update the situation, they got back to me, took about 4 days but they fixed the issue.

  • Did they mention the issue? I have the exact same issue as well.

  • Was the solution to wait for support to get back and fix the billing error with your specific account? Sounds like something got messed up between GW2 player accounts and their billing system. I did submit a support ticket on this today (Sunday) so i probably won't get a response until they start their work week. Hopefully I'm able to buy the Raven gear before it rotates out.

  • Same issue!

  • same problem here :(

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

    Good luck.

  • Had the pleasure of experiencing this too and haven't heard back from support yet.

  • Dante.1763Dante.1763 Member ✭✭✭✭

    @Serotoninjunkie.4162 said:
    Had the pleasure of experiencing this too and haven't heard back from support yet.

    I just starting getting this today, bought gems fine on the 15th, but cant as of time now.

    Ember Wandertooth(SB), Lucina Fallenflame(Weaver), Kianda Redpaw(Guardian), Kingslayer, Light in the Dark.
    Why Guild Wars is called Guild Wars

  • Bought some gems an hour or so ago. Went to buy some more just now and can't. Error message flashes too quickly for me to actually read it. Tried credit card and paypal. Neither worked.

  • @Kestrel.9765 said:
    Bought some gems an hour or so ago. Went to buy some more just now and can't. Error message flashes too quickly for me to actually read it. Tried credit card and paypal. Neither worked.

    Same EXACT BOAT i am in right now. I have tried my bank debit card, paypal cash card (Master Card), and PayPal. I get the same exact message. I am now waiting for support. I was just going to buy Living world season 2. I am a new account just finished the waiting process for the verification YESTERDAY!

  • Having the same issue. I don't know why this is marked as "SOLVED" when it clearly is not. Anet, your playerbase is having issues purchasing gems from your store. Please look into it.

  • Probably because the OP had his issue resolved when he/she contacted the Billing CS Team.
    That or the particular issue that was in effect at that time was resolved.
    It's usually an account issue, though.

  • Support did help me out and so far so good, it's working. cross fingers

  • Can't buy today, tried four methods; MC, VISA, PayPal and another visa debit (I know, it doesn't list debit but I thought why not try). AV,Malware, etc. all off..
    Something I did notice was that after it failed, with Save Information on, and I would go to try again that the expiration date (year) of my card had changed. Manually updated the expiration and it does that every time. Submitted ticket.

    Also some comments on the support system which to me is horrible. You have to log in to submit a ticket, that's fine. In exchange for logging in, it should have all of the personal information required to help the client. Why do I need to enter my name, game SN, Full Name, Email address, Account Display Name, etc. This is all information that should be available from my account login.

    Give us an online web option to purchase Gems. How hard should this be?

    And, how in the world is there not an option to upload an image?! In my case to show the before and after of the credit card expiration date changing on its own.

    Grrrinch

  • You don't have to log in to submit a ticket; in fact, that's something added after a few years. They use the same web-form for either option.

    The Gem Store is an online-web option; you just can only access it through the game.

    You can attach a screenshot to the near-immediate automated response email you receive. Though, the CS Team doesn't usually want screenshots; unless they request them, they have a filter that rejects them.

  • Same problem here. Contacted support.

    I cannot believe this is an ongoing problem with GuildWars....

  • Enelya.5027Enelya.5027 Member
    edited December 26, 2018

    I had this issue yesterday. Decided to contact support as many people have suggested here in this thread, and I got a reply about 24 hours later which simply said;

    Hello,

    We're looking into your purchase attempts and will get back to you as soon as possible. We appreciate your patience.
    Regards,

    GM Vokahl
    Guild Wars 2 Support Team

    Most vague and unhelpful reply I've ever received. Disappointing. I'm hoping it won't take long as there are limited items I wish to purchase from the Black Lion Trading Company and I don't want to miss them!
    I wish I could go to a store and buy a physical gem card, however here in Scotland we don't have any options for stores that sell them.

  • Keep in mind, it's not ArenaNet that holds sway over purchase issues, but Digital River; that's why they have to investigate (contact DR) and find what the issue may be.

  • Dante.1763Dante.1763 Member ✭✭✭✭

    Well, its happening again to myself as this morning. The last time it was because i had my VPN active(turned it off, could buy gems) this time, im not running it, and i still cant purchase, either with card or through paypal.

    The gem purchase window goes completely blank and then flashes a "Unfortunately an error has occurred"

    Ember Wandertooth(SB), Lucina Fallenflame(Weaver), Kianda Redpaw(Guardian), Kingslayer, Light in the Dark.
    Why Guild Wars is called Guild Wars

  • Kevvyfitz.7942Kevvyfitz.7942 Member
    edited January 5, 2019

    Can this be fixed please??

    I actually just don't even want to play the game anymore. And the support ticket is asking for a lot of unneeded information.

  • Same problem for me today. Confirmed with my bank and credit card company that the issue is not on their side. Frustrating.

  • I'd like to know how this is flagged as resolved, it's clearly not. As huge amounts of people STILL have this problem.

    I bought gems a week ago now get issues buying them now. WHAT GIVES?!

  • It was 'flagged' (edited by the OP) as 'resolved' because the particular issue from several months ago was addressed.
    It's usually a case-by-case issue, rather than a systemic issue; contact the Billing CS Team for assistance.

    Good luck.

  • Ashantara.8731Ashantara.8731 Member ✭✭✭✭
    edited January 10, 2019

    Hmm, as of today, during the last step of the payment process, I am always getting send back to the starting page of the "Buy Gems" screen where I can select the payment method.

    No error message or information text shows up. Just does not work. It does not matter what payment method I select. What's going on?


    My GW2 content charts: (1) LWS 4, (2) PoF , (3) Personal story (pre-Claw Island/Orr) , (4) LWS 2 , (5) HoT, (6) Orr campaign , (7) LWS 3

  • Lol what a kitten joke, this problem showed up in October of 2017 and people are still getting it? Are you kitten for real right now, ANET?
    Can confirm this issue is still happening, what a load of kitten. As if gem prices weren't already awful, now we can't even kitten buy them. And then they get pissy if someone goes to a third party site to buy gold.
    WELL MAYBE IF YOUR kitten WORKED, THOSE THIRD PARTY SITES WOULDN'T BE TAKING ALL YOUR BUSINESS.

  • @Arekanderia.5704 said:
    Lol what a kitten joke, this problem showed up in October of 2017 and people are still getting it? Are you kitten for real right now, ANET?
    Can confirm this issue is still happening, what a load of kitten. As if gem prices weren't already awful, now we can't even kitten buy them. And then they get pissy if someone goes to a third party site to buy gold.
    WELL MAYBE IF YOUR kitten WORKED, THOSE THIRD PARTY SITES WOULDN'T BE TAKING ALL YOUR BUSINESS.

    It's not the same issue, at all.
    If you are having difficulties, contact the CS Team so they can look into your account.

    Good luck.

  • I've had the same issues. Haven't been able to buy gems for a week.

    I've contacted support, if anyone gets a reply back, let us know if there was anything you could do on your own end to fix please :)

  • Figured i'd may aswell chime in aswell in the can't buy gems because of a brief abrupt error. Put in a ticket in support very early yesterday and got a response that they're looking into it, hoping for more news soon! <3

  • I have this issue now but probably won't buy gems until this issue gets fixed like everyone else because tickets take too long D:

  • Same problem for me. It's hard to buy something on the promotion as you can not buy gems. They do not want our money.

  • Same problem for me, both yesterday and today. It hits the error after agreeing to the digital river terms and conditions. In my case I want to use PayPal, and it errors before a PayPal window even opens.

  • Zodiac.7264Zodiac.7264 Member
    edited January 23, 2019

    like i give you Mooney and you can't accept it.. there is a limited time item i want to buy i submit a ticket and you gonna answer me in 3 days. in 3 days maybe this item will not be there, is this normal! for you to answer your tickets so late? also why in Greece there are not pay safe purchases, are you aware that the ban has been lifted over a year now.

  • They can't help with this type of issue on the forums. You got no choice but to submit a ticket and wait for them to help you.

    Posting multiple topic's on the forums about the same issue won't help you here. Submit a ticket and wait.

  • thanks! everything is ok i did submit and they respond fast in this situation.

  • Reporting in, same problem here. Unbelievable that a problem like this wouldn't be given top priority, I can't imagine how much money they're losing every day simply because people literally can't give them their money. And from this thread it sounds like it's been going on for quite a while! What an absolute blunder...

  • FOX.3582FOX.3582 Member ✭✭✭

    Buy gems from a card-store (you can google them), you can redeem the code in-game, plus you get more gems for your money.

  • @FOX.3582 said:
    Buy gems from a card-store (you can google them), you can redeem the code in-game, plus you get more gems for your money.

    Nope, you get less, also why should anyone do this? just because anet and whateverthename is company cant get their stuff working?

  • Players are encourage to buy from Authorized Retailers. Other sites may be cheaper, but ArenaNet does not support them, nor do those Gem Cards support ArenaNet.

  • Can't say I see it on the list of Authorized Retailers.

  • Aegon.7394Aegon.7394 Member ✭✭
    edited January 28, 2019

    @FOX.3582 said:

    @Aegon.7394 said:

    @FOX.3582 said:

    @Aegon.7394 said:

    @FOX.3582 said:
    Buy gems from a card-store (you can google them), you can redeem the code in-game, plus you get more gems for your money.

    Nope, you get less, also why should anyone do this? just because anet and whateverthename is company cant get their stuff working?

    People buy the gems cards when they are cheaper, not because it is easier or whatever. This screenshot is from the website that I always buy from, in the in-game gem shop I pay €10,- for 800 gems. Can you count?

    Can you read?

    @Inculpatus cedo.9234 said:
    Players are encourage to buy from Authorized Retailers. Other sites may be cheaper, but ArenaNet does not support them, nor do those Gem Cards support ArenaNet.

    Yes of course, but what does that have to do with me? You said it ain't cheaper, I said it is and even showed it. If it's supported or not has nothing to do with your or OP's question. Also, I can not imagine Arenanet missing revenue on those gem-cards, because they are completely legal. A third company can't just put currency in the game, it has to come from somewhere. Now I understand why you have trouble counting, it's because you know Jack squad about economics. At least try to read better and keep stuff away from me that has nothing to do with my original answer.

    It seems you cant read after all, or at least understand what you read. Let me explain it to you:

    -This is a post regarding an issue anet has with his in-game gem purchase, it doesn't ask (or at least not me) where else can you buy gems.

    -If anet has its supported retailers why should i or anyone give their cc information to other third party not supported sellers?

    Seems like you know Jack squad about internet information security or transactions.

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