Unable to purchase gems [Merged] — Guild Wars 2 Forums

Unable to purchase gems [Merged]

JMaarse.7086JMaarse.7086 Member ✭✭
edited February 8, 2019 in Account & Technical Support

When I try to buy gems using either paypal or online banking (only options available to me), once I get to the confirmation screen and click confirm, I get taken back to the start with a vague error massage that shows for 1/2 second saying "an error has occurred."

I have been able to buy gems in the past just fine. This problem is here for at least 3 days (that is when I tried to buy gems), but it could be much longer.

I really want to gem some of the limited time stuff from the gem store, so I thought about those retail gem cards that can be redeemed, but they are unfortunately not available in my country. They are however for sale on some shady game key websites. Does anybody know if these are safe or if ANet will ban you for buying these?

Or can I expect the issue to be fixed soon? You would expect making sure people can give you their money would be top priority for most companies, right?

Tagged:
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Comments

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

    You can contact the Billing CS Team via the 'Support' link above/below.
    Your account could be actioned should Gem Cards that are fraudulent are used; I would not recommend purchasing from any non-authorized retailers.

    Good luck.

  • I am also unable to buy gems, gives me a error when using paypal that is there for 0.2 seconds before going away. it is quite sad with all the new cool items around.

  • Capitol.3815Capitol.3815 Member ✭✭

    Also been unable to buy gems for almost a week now. I submitted a ticket in-game but nothing came of it and hasnt worked since they maintenance'd the gem store the other night either.

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

    @Capitol.3815 said:
    Also been unable to buy gems for almost a week now. I submitted a ticket in-game but nothing came of it and hasnt worked since they maintenance'd the gem store the other night either.

    Submitting a 'ticket'(bug report) in-game will garner no response as indicated on the Bug Report window. You can contact the Billing CS Team via the 'Support' link above/below and 'Submit a Ticket' for assistance.

    Good luck.

  • Same here, quick error message during the last screen and not able to purchase any gems in my account while my wife's no issues :( already opened a ticket via support - purchase problems.

  • Same here :'( well....

  • I fixed this problem by turning off my router for about 2 minutes then restarted my compooter. Idk if thisll help you guys but this fixed the error last time I got it.

  • yeah the issue came again, support fixed it for me a few days ago but again not able to purchase gems with debit, credit or even paypal, not working on mine or wife's account either, tried fully resetting the connection and request a new ip address from my ISP and nothing :( had to go to support again so see if they can fix it

  • Thanks for these reports. I have passed along a link to this entire thread.

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

  • edited August 1, 2018

    Hey folks -- I talked to CS about this and they said a couple of useful things:

    • This sort of issue can be caused by one (or more) of several different things, so submitting a ticket is essential.
    • Please use "PAYMENT" or "BILLING" as the issue. Don't use something like "in-game" or "technical" as the reason, because the latter will result in the ticket being routed to the wrong people.
    • Please don't submit a payment or purchase issue via an in-game report. Those reports go to bug testers and they cannot help you fix a payment issue. Bug reports are very helpful to us, and we appreciate them, but for payment or purchase issues, you are an individual, and your issue may be unique, so do toss us a ticket! :)

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

  • @Gaile Gray.6029 thank you, yes I opened the previous tickets as "Payment Issues" an in a couple of days someone took them over, the new was also submitted like that, thank you for the follow up! :+1:

  • I am also having this problem (and have submitted a support ticket). In my case I am able to purchase gems without a problem on a second account using the same PC and same credit card.

  • My problem has been resolved by GW2 support. No details given. Apparently I haven't made enough posts yet to edit my original post. Forum noob I guess.

  • Fawkes.3429Fawkes.3429 Member
    edited November 6, 2018

    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. :)

  • 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.

  • I am having the same problem. Has anyone come up with a solution. Already submitted a ticket

  • @NightKnight.6394 said:
    I am having the same problem. Has anyone come up with a solution. Already submitted a ticket

    This thread is a few months old
    But yeah, I'm having the same issue. Sucks.

  • 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.

    Amana Silentchild; My Main
    Ember Wandertooth; The Kingslayer, Kianda Redpaw; The Blazing Light
    Why GW is Called Guildwars

  • 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.

  • Lee Marsh.9172Lee Marsh.9172 Member
    edited December 25, 2018

    The problem is still around or is back because I am no longer able to buy gems from the store, my wife has no problems but she can't buy the gems for me. I have put a ticket in using the support link and picking "can not buy gems" .

  • 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"

    Amana Silentchild; My Main
    Ember Wandertooth; The Kingslayer, Kianda Redpaw; The Blazing Light
    Why GW is Called Guildwars

  • Same problem here, could buy gems few days ago, since yesterday... nothing.

  • I just tried as well. I click confirm and nothing happens. I'm afraid I'm gonna miss the Copper-Fed Salvage-o-Matic and Shared Inventory Slot sale. :'(

  • Same for me lucky i found this thread. And i missed out the copper fed salvage o matic sale (T_T)

  • As happened to me awhile ago but today I have tried twice to get the smallest gem package ingame and it gave me the same error twice. I submitted and am currently waiting for my ticket to get a response

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