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Buying Gems: Unfortunately an error has occurred. Please try again later!

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  • TheQuickFox.3826TheQuickFox.3826 Member ✭✭✭✭
    edited March 27, 2020

    I've suggested ANet before to make their error messages more descriptive of the actual problem.
    I'm doing this again.

    Ascalon Will Prevail!

    GW Wiki user page | GW2 Wiki user page

  • Same error. Funny how this company does NOT want us to buy stuff !

  • Having the same problem. No additional info in the error message :(

  • I had the issue and contacted support and they fixed it within 24 hours. I was able to buy via PayPal after getting the cryptic 'unfortunately an error has occurred' red banner at the top of the gems purchase window.

    My brother in law also had the same issue, contacted support, and was fixed within 30 hours.

    My wife now has the same exact issue. Opened a ticket over a week ago, and she has been told on two separate occasions in this ticket the issue was 'fixed', yet she still cannot buy gems via PayPal or credit card. We now are getting replies back from support stating the issue is on PayPal's or our bank's side, yet we have contacted both PayPal and our bank, and they show no transaction attempts from Digital River, yet GW2 support CONTINUES to say we need to work with our bank or PayPal on the 'declines'.

    We have even supplied screenshots from our bank showing no declined transactions in the last 7 days, yet support obviously is not reading what we are posting, and saying Digital River says it is on our bank or PayPal's side. We've tried PayPal and two different credit cards on her account, all with the same result. I have even tried deleting the local GW2 cache folder and trying again to no avail.

    We asked for our ticket to be escalated to a Manager, and even provided our phone number for them to call so we could just actually TALK and resolve this. They have ignored our request to escalate, and state they 'don't offer phone support at this time', so we have to wait 24 hours for each response to our ticket. Really sucks because a simple phone call where human beings could actually TALK would likely resolve this in moments, not days or weeks, especially considering they are not reading our replies thoroughly.

    Support is responding once every 24 hours to us, but we are making zero progress with them. Now the new patch has dropped and my wife would like to buy a level 80 boost or two, but she cannot buy gems, and you cannot gift level boosts. So freaking frustrating.

  • Inculpatus cedo.9234Inculpatus cedo.9234 Member ✭✭✭✭
    edited April 14, 2020

    Have you contacted Digital River support? If Digital River is the one holding up your purchases (which it almost always is), it would be best to work it out with them.

  • @Inculpatus cedo.9234 said:
    Have you contacted Digital River support? If Digital River is the one holding up your purchases (which it almost always is), it would be best to work it out with them.

    I have not. I didn't know that was an option. My wife's ticket is still open with GW2 support, but GW2 has never directed us to contact Digital River. GW2 support just tells us 'the payment processor says it is a problem with PayPal or our bank, not them'.

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

    Well, the 'payment processor' would be Digital River.

    Good luck.

  • @Inculpatus cedo.9234 said:
    Well, the 'payment processor' would be Digital River.

    Good luck.

    Thanks. I have contacted Digital River support and referenced our issue and ArenaNet ticket number. We'll see what Digital River says.

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

    Best of luck. Some things seem to be wonky with payments all over the internet (due to the current crisis, I expect).

  • @Inculpatus cedo.9234 said:
    Best of luck. Some things seem to be wonky with payments all over the internet (due to the current crisis, I expect).

    So, irony? Coincidence? Within an hour of contacting Digital River, we got a response to our GW2 ticket asking my wife to check again because GW2 support 'made a couple more adjustments' on their end. She was now able to buy gems!

    Her issue is now resolved.

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

    Glad you contacted the source of the problem, and it worked out.

  • I am Getting the same error as you guys. Ive been able to buy gems on 14th of april but yesterday when i tried i got the error again.
    On the 14th April ive submitted a ticket and after 3-4 hours it worked .. the responce was :
    I'm sorry to hear that you were having trouble purchasing gems. I see that you were able to make successful gem purchases since contacting us so it appears that your purchase issue has actually been resolved.
    But the issue continue; but not only for me , many people have this problem.
    I dont have an issue with bank or anything ... i am purely unable to buy gems because GW2 doesnt accept my money.
    Also Question: Is there a limit of how many transaction we are limited in 24 hours ?
    Cheers.

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

    You can update your ticket, and explain you are still having issues.

    Good luck.

  • @Inculpatus cedo.9234 said:
    Glad you contacted the source of the problem, and it worked out.

    We are too. To clarify, we've not actually heard anything back from Digital River after my initial request to them, so we don't know if Digital River actually had a hand in our fix, or if we finally just got the right person at GW2 support looking at my wife's ticket.

  • Glont.3176Glont.3176 Member
    edited April 16, 2020

    @Inculpatus cedo.9234 said:
    You can update your ticket, and explain you are still having issues.

    Good luck

    I did , before i posted here.

  • Having the same issue and the exact same message. I have been trying to top up yesterday, but to no avail- wrote a support ticket so I am just awaiting a response.

  • I still face this problem today (19/4/2020) both CC and paypal not working, already open ticket for this but still no response from them ):

  • Just FYI people:

    If you make a purchase in the game and then go a reallllllly long time without making another one, Anet auto disables your ability to purchase as a security measure. Any attempts to make a purchase will have the "Please try again later." error. When you contact support, they'll re-enable it.

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

    That may be true for some, but it isn't true for everyone. I've never had that experience, and I've gone years between purchases.
    Also, ArenaNet is not the one that determines whether a particular purchase will go through; it's the payment processor, Digital River.

  • Tried to purchase 8000 gems yesterday AND today. Unfortunately still getting errors.. Tried with PayPal and online banking but both do not seem to work. Added a ticket today. Kinda weird that this is an known issue, but nothing seems to get fixed. Its pretty frustrating.

  • Kron.6938Kron.6938 Member ✭✭

    Guess Anet doesn't want money :D I am getting the same error.

  • Also getting this same error. Sucks because I've been wanting to pick up a few bundles and skins yet ArenaNet doesn't want my money. I really don't want to miss out on picking up the storm bow. Someone gift it to me and I'll send you the money D: lol

  • Here we are again 2020! and again "error"

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

    Each case is different; you will need to contact the Billing CS Team via the 'Support' link above/below for assistance.

    Good luck.

  • Same error. Not receiving any response from support. Would be nice if I could buy the stuff I want before it's not on sale anymore.

  • Same. I've been trying to purchase 8000 gems all day, and I keep getting that error. I'm certain it's not a connectivity issue on my end or an issue with my bank, because I purchased the PoF expac earlier today. Although, I kept getting numerous error messages before that purchase finally went though, so I suppose that shows that this is a persisting issue.

    It's just a bit frustrating because it's clear that this has been an issue for some time, and also because it could cause some of us to miss out on sales.

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

    As each case is individual, it rarely get fixed without a Ticket sent to the Billing CS Team.

    Good luck.

  • Tora.7214Tora.7214 Member ✭✭✭

    This started to happen to me too some time ago, and unfortunally it seems to be because of Digital River Inc having some issues with my country (venezuela). I used to be able to buy without any problems before, but then i started to get this error each time i tried to enter the buy gems tab.
    I had my suspictions so i loged into the game using a VPN and this time i was able to enter the buy gems tab without problems, and then found out that Venezuela has been removed from the list of billing countries and appears to be blocked by Digital River Inc.
    So right now the only way for me to buy gems is either by the gold exchange, or by purchasing the now rares 2000 gems codes and enter them with a VPN (even if i try to buy gems normally with a vpn i get an error message after the final confirmation)

  • How long does it take for them to get back to people usually? I have unanswered tickets in for weeks now but that aside I tried buying gems today and got this error....

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

    When there isn't high volume, or world crises, the CS Team allows 72 hours for a response.
    When there is high volume, it can be days, or even weeks, depending on the issue.
    If it has been more than 2 or 3 weeks, you can update your ticket (never create a new, duplicate one), and that will re-open it, should it have been inadvertently closed.

    Good luck.

  • Having the same issue. I have a ticket thats a week old and no reply. Is it really common place for this game to have no customer support? Its really giving me a moment to wonder if i want to be playing a game so completely broken and with no help. I could name 20 companies that would start axing people left and right if their customer support team waited more than a week to reply to someone not to mention just companies that reply within 24 hours with out fail.

  • Just submitted my ticket because I'm having this issue. How long of a waiting time am I looking for in order to receive a response? :(

  • Yeah, 2020, and we're still having this issue.
    I just need more bank space!

  • xDrac.5932xDrac.5932 Member ✭✭

    Have the same issue. Bought gems fine yesterday.
    The error message changed from:
    "Unfortunately an error has occurred. Please try again later!"
    to
    "This offer is currently not available. Please try again later"

  • I have the same problem and I submitted a ticket waiting for a response lets see if this problem goes to 2021 if we stay a life lol ;)

  • stares at money wasting away in my account if only there were a service that would just accept my money

  • 'ello, I don't have anything to say, aside from "Oi! Me too!". Cheers.

  • Yep, Ive had it happen to me a few times the last few months. Now my wife cannot purchase any gems yesterday and today.

    I am sad.

  • years later this is STILL happening =s srsly... them look like some nice outfits and skins...I have the funds but "error error" just the same

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

    You will need to contact the Billing CS Team for assistance.

  • Same Problem today issue the ticket

  • I am having the same issue. I just got back into GW2 and wanted to transfer servers to one not so full. You need gems for that, and I have tried to many time to purchase them through multiple means and it's just auto rejected without even looking like its processing. I submitted a ticket. Here is hoping I hear back from them soon so I can actually go and meet up with people who asked me to play.

  • @Ab Senpai.3291 said:
    I am having the same issue. I just got back into GW2 and wanted to transfer servers to one not so full. You need gems for that, and I have tried to many time to purchase them through multiple means and it's just auto rejected without even looking like its processing. I submitted a ticket. Here is hoping I hear back from them soon so I can actually go and meet up with people who asked me to play.

    Are you transferring servers for WvW? If not, be aware that all servers share the PvE maps. (Sans regions [EU/NA], of course.)

  • Have just been experiencing this problem as well. Recently returned to the game from a long hiatus and I am unable to buy any gems, though I purchased the expansion a few days ago and had no issue.

  • lotharelion.6842lotharelion.6842 Member
    edited August 31, 2020

    Ok, I have the very same problem since the early morning today. I was able to purchase gems like 2 days ago (afair) without any issues (via PayPal). This problem is seriously annoying. Worse case is i can't buy stuff that is discounted and tomorrow promotion is going to finish. Any idea whether ANet can help with that?

    P.S.
    I did create the support ticket, but no response so far.

  • StupyEskimo.6172StupyEskimo.6172 Member
    edited September 1, 2020

    I've had this issue since last year, first time no response but found a third party site that sold gem cards at a really nice deal. I quit, came back earlier this month with my partner. Partner has no issues buying gems, goes smoothly everytime. Of course, I'm trying to get gems before the sale on the 80 boost ends and the glider ticket for myself and my partner and hopefully a few other things before stock changes (didn't have the money until last day unfortunately...)... but of course, to my splendid delight, I'm having the "Unfortunately an error has occurred. Please try again later." Same error I had last year.
    Same error that made me quit because if its going to be a pain giving a company money, especially on a game their cash shop has items I want, I'm not going to give them money.

    Checked with Digital River, they didn't get a request for gems. Nothing. The order wasn't even processed it seemed, makes sense since every time I get this error it doesn't have time to process, it just gives me the error immediately then jumps back to gem select.

    I've sent a ticket in, hoping they reply before the sale ends in 7 hours, I doubt it but I can hope. This is really, really cruddy to have to deal with especially when things are only up for a limited time then you don't really know when it'll be back. Fingers crossed on support getting back though. I wish anyone else having this issue luck as well.

  • I really wanted to get the 8th anniversary supply drop. I contacted support and they told me it should be resolved within 12 hours, that was 24+ hours ago.

    Never played a game that made it so difficult for me to give them money. :/

  • @StupyEskimo.6172 said:
    I've had this issue since last year, first time no response but found a third party site that sold gem cards at a really nice deal. I quit, came back earlier this month with my partner. Partner has no issues buying gems, goes smoothly everytime. Of course, I'm trying to get gems before the sale on the 80 boost ends and the glider ticket for myself and my partner and hopefully a few other things before stock changes (didn't have the money until last day unfortunately...)... but of course, to my splendid delight, I'm having the "Unfortunately an error has occurred. Please try again later." Same error I had last year.
    Same error that made me quit because if its going to be a pain giving a company money, especially on a game their cash shop has items I want, I'm not going to give them money.

    Checked with Digital River, they didn't get a request for gems. Nothing. The order wasn't even processed it seemed, makes sense since every time I get this error it doesn't have time to process, it just gives me the error immediately then jumps back to gem select.

    I've sent a ticket in, hoping they reply before the sale ends in 7 hours, I doubt it but I can hope. This is really, really cruddy to have to deal with especially when things are only up for a limited time then you don't really know when it'll be back. Fingers crossed on support getting back though. I wish anyone else having this issue luck as well.

    Honestly speaking that was kinda the same case for me. I'm still hoping to get this issue solved before the discount for few of the items gonna end. I don't get why ANet do not have a normal purchase option on their site like for buying the game itself. That would make everyone's life so much easier.

  • StupyEskimo.6172StupyEskimo.6172 Member
    edited September 1, 2020

    @lotharelion.6842 said:
    Honestly speaking that was kinda the same case for me. I'm still hoping to get this issue solved before the discount for few of the items gonna end. I don't get why ANet do not have a normal purchase option on their site like for buying the game itself. That would make everyone's life so much easier.

    I am honestly in full agreement. With the Steam release coming up this doesn't make me feel confident for GW2...I mean, I love the game, I really do, and oh by the Pale Tree I would LOVE to dump money into GW2...But I cannot due to this blasted error...a site option would be wonderful for when going through the game doesn't work. Possibly might even be easier to troubleshoot, and have less problems. I don't know if it would but it does kinda make sense to be easier for everyone...
    Forcing users, who want to give them money, to go through a system that very clearly isn't consistently working, it seems really counter productive.. Especially with how long it can take Support to respond, and how reliant on Support you are to fix this problem.
    If you want to go through a site or have a reliable way of purchasing gems without going through support and waiting for a reply that could take up to 72 hours from what earlier replies here were saying, you have to go to third party sites that sometimes aren't completely trust-able.. (Saw one site selling 2000 gems for $50...hardly worth...)
    I hate being whiney about it, but ahhh!! I want to give you money, ANet!! Let me give you money!! Gosh. Lol.
    Sorry for the all over the place message, I'm sleepy but I can't sleep because I so badly want to resolve this problem/be on the lookout for Support's reply lol. (tldr) I am in full agreement with you, I thought it was really counterproductive that there isn't a way to go through site, and I hope we're able to go through Steam's currency to get Gems when it releases on Steam, if that goes well....part of me feels like this issue may cause issues in terms of a successful release on Steam, though.

  • Lhetander.3069Lhetander.3069 Member
    edited September 1, 2020

    I'm also having this issue, as mentioned in the other topic. A 'fun development' is that since I had the issue and reported it to CS earlier today, the Online Banking and Direct Debit options have suddenly been removed for me.

    Returning player by the way, so I haven't bought gems in over 2-3 years. Really weird to suddenly have this issue upon my return. Hope to get a reply soon. Buying gems and expansions is rather integral to the game's experience so if I can't buy the gems...well, bit difficult.